Our Policies


Last Updated March 2019

booking terms and conditions

Bookings are made and accepted only on the following conditions: narvalleycottagesnorfolk.co.uk (“the Website”) is a website owned and operated by Pentney Properties Limited.

Contract and Booking

Pentney Properties Limited, trading as narvalleycottagesnorfolk.co.uk, hereinafter called "the Owner". In all circumstances, the Contract of Letting is between the guest ("the Guest") and the Owner. This agreement is made on the basis that the property ("the Property") is to be occupied by the Guest for a holiday as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 and the Holidaymakers acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends. Bookings cannot be accepted from persons under 18 years of age. Any pets the Guest intends to bring should be declared at the time of booking and checked and authorised by the Owner and any additional fee paid.

No bookings are valid until confirmed by the Owner in writing.

Damage Deposit

A damage deposit of £125 ("Damage Deposit") must be paid upon booking; returnable within two weeks of the Guest’s departure date.

Balance Payment

Once a booking is confirmed by the Agency, the Guest is responsible for the full balance of the cost of the holiday. This shall be paid in full upon booking unless the Owner puts in writing otherwise.

Owner’s responsibilities

The Owner is solely responsible for providing the accommodation and for the safety of all Guests. The Owner accepts no responsibility for personal injury to, or death of, any Guests, or loss of or consequential loss or damage to their property, or for other matters over which the Owner has no control, except to the extent such personal injury or death is caused by the negligence or willful default of the Owner.

Guests’ responsibilities and forfeiture

The Guests shall keep the Property and all furniture, fixtures, fittings and effects in, on or at the Property in the same state of repair as at the commencement of the holiday, and shall leave the Property in the same state of cleanliness and general order in which it was found.

The Guest must report and pay to the Owner the cost of any damage or breakages made during their holiday occupancy. This charge will be taken from the Guest’s Damage Deposit and additional payment may be required. The Owner reserves the right to make a reasonable charge where guests have contravened an Owner’s request for their Property to be smoke-free.

The Guests’ right to occupy the Property may be forfeited without compensation if:

      1. More people or pets than declared to the Owner at the time of booking or before the commencement of the holiday and/or the number the Property holds, attempt to take up occupation;

      2. Overnight guests are entertained without the Owner’s express permission;

      3. Any activity is undertaken which is illegal, or may cause unreasonable damage, noise, behaviour or disturbance; or

      4. Any of the Guests smoke in the Property.

Unavailability of Property

In the event of the Property becoming unavailable (such as due to fire or flooding), the Owner will endeavour to provide the Guest with suitable alternative accommodation or will refund all monies paid, or a proportion in the case of curtailment. The Owner cannot, however, pay any compensation or expenses as a consequence of such an event.


Any cancellations must be put in writing to the Owner via email to bookings@narvalleycottages.co.uk and will incur the following charges

1 weeks or less | 100 % of booking

2 weeks or less | 85 % of booking

3 weeks or less | 60 % of booking

4 weeks or less | 40 % of booking

5 weeks or less | 30 % of booking

Alterations to Bookings

A Guest requiring a booking to be altered once the booking has been confirmed will be charged £20.00 if a revised confirmation is required. All alterations must be made in writing via email to bookings@narvalleycottages.co.uk


The Owner’s Properties allow well behaved pets at a standard extra cost which is subject to change.

Young pets (e.g. puppies) MUST be declared to the Owner at the time of booking and authorised by the Owner. If a puppy or young pet is taken to a Property without the consent of the Owner this could result in you being asked to leave without compensation. When booking online it is advised you check the acceptance of your pet by emailing bookings@narvalleycottages.co.uk.

The Owner asks dog owners to observe the following (failure to do so may result in you being asked to leave without compensation):

  • Dogs must be under strict control at all times while in or at the Property;

  • Any fouling must be cleared up without delay;

  • The dog owner must bring the dog's bed or basket for sleeping in;

  • Dogs MUST NOT be left alone in or at the Property or elsewhere at any time;

  • Dogs MUST NOT lie on beds or furnishings, and hair must be well cleared up before departing;

  • Dog owners must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so will incur subsequent charges;

  • Each dog or pet will be charged at £20.00 for up to 7 nights, £40.00 for up to 14 nights and an additional £20.00 for every week or part week thereafter. Any damage (which must be reported to the Owner immediately) or excessive cleaning that may incur an additional charge, will be at the Owner's discretion.

The Owner will not charge extra pet fees to guests with an assistance animal.

Owner’s access to Property

The Owner or their representatives, including their staff, shall be allowed access to the Property at any reasonable time during any holiday occupancy.


All prices quoted include VAT where applicable at current rates.

Complaints procedure

In the event of there being cause for complaint concerning a Property, the matter shall be taken up with the Owner (or Owner’s caretaker) at once (details are supplied on the booking confirmation). It is important that this is done whilst you are still at the Property so that an on-the-spot investigation can be made if necessary and remedial action taken if required. In no circumstances will compensation be considered for complaints raised after the holiday has ended, when the Guests have denied the Owner/caretaker the opportunity of investigating the complaint and endeavouring to remedy matters during the holiday.


We have compiled the information in our brochure and on our Website as accurately as possible at the time of going to press. However, facilities may be altered or withdrawn for reasons outside the Owner's control, in which case we cannot accept responsibility.

We make every effort to ensure that the Property details are accurately reproduced. Mistakes may occur from time to time, and confirmation should be requested prior to booking. The Guests accept that minor differences between text/ photographs/ illustrations in any brochure and on the Website and the actual Property may arise. We cannot accept responsibility should the Property not conform to the Guest’s standards. If a facility is particularly important to you, please check with us prior to your booking.

Your privacy and data

Please see our Privacy Policy which explains how we will process your personal data. All electronic data transferred pursuant to these terms and conditions remains the property of the Owner and may not be replicated in part or whole without the Owner’s prior written permission. Electronic data will not be preserved indefinitely by the Owner.


Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.

The Booking Terms and Conditions will apply to all confirmed bookings, and these Booking Conditions supersede all previous editions.


Our cookie policy

Last Updated March 2019

We are Pentney Properties Limited, a company registered in England and Wales under company number 11556714 and with our registered office at Great Ketlam Farm Low Road, Pentney, King's Lynn, England, PE32 1JF.

This cookies policy applies to our websites www.energise-pentney.co.uk and www.narvalleycottagesnorfolk.co.uk (“our website”)

Our websites use cookies to distinguish you from other users. This helps us to provide you with a good experience when you browse our website and also allows us to improve our website. By using our website you accept our use of cookies in accordance with this policy.

If you do not accept the use of these cookies, please disable them by following the instructions below.

What is a cookie?

Cookies are small text files that websites place in your browser when you visit them. When you return to the site, the site can access its previously placed cookie to uniquely identify your browser. Cookies accomplish several different things. They recall your preferences at a website, help you view content more efficiently and improve the overall user experience on a website. The can also help advertisers see what interests you and what advertising may be relevant to you. For further information on cookies, including how to see what cookies have been set on your device and how to manage and delete them, visit http://www.allaboutcookies.org/.

How do we use them?

We use cookies to collect information about your computer, including where available your IP address, operating system and browser type. We also use cookies to obtain information about your general Internet usage. They help us to improve our website and to deliver a better and more personalised service.

What cookies do we use?

We use the following cookies:

  1. Strictly necessary cookies. These are cookies that are required for the operation of our website.

  2. Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

How can I manage cookies?

You can enable, disable or delete cookies within the settings on your browser. In order to do this, follow the instructions provided by your browser (usually located within the “Help”, “Tools” or “Edit” menu). Disabling a cookie or category of cookie does not delete the cookie from your browser; you will need to do this yourself from within your browser by choosing the option to delete cookies. If you have disabled one or more cookies, we may still use information collected from cookies prior to your disabled preference being set, however, we will stop using the disabled cookie to collect any further information.

  1. If you use your browser settings to block all cookies (including essential cookies) please note that you may not be able to access all or parts of our website

  2. To find out how to delete cookies in the Safari browser, please click here

  3. To find out how to delete cookies in the Chrome browser, please click here

Cookie and privacy policies of third parties

Our website may contain links to and from the websites of our partner networks, data partners and affiliates. It may also contain links to third party social media sites. These third parties may place their own cookies or other technological devices on your Internet browser. We have no control over these third parties and no responsibility for the technologies they employ. To learn how a particular website collects and uses your information, you should read the privacy policy of that website.

We do not accept any responsibility or liability for third party policies. Please check these policies before you submit any personal data to these websites.

Contact Details

If you have any questions, comments or requests regarding this policy or our website, please email us at: bookings@narvalleycottagesnorfolk.co.uk. Alternatively, you can write to us at: Pentney Properties Limited, Great Ketlam Farm, Low Road, Pentney, King’s Lynn, Norfolk, PE32 1JF, England.


our privacy policy

Last Updated March 2019

We are Pentney Properties Limited, a company registered in England and Wales under company number 11556714 and with our registered office at Great Ketlam Farm Low Road, Pentney, King's Lynn, England, PE32 1JF.

Our use of your data: We typically use your personal information in order to register your membership, booking or appointment, to monitor website activity and for marketing purposes.

Marketing: We rely on a legitimate commercial interest to use your personal data for marketing purposes which we consider does not unduly impact your rights. You may ask us to stop sending you marketing information at any time by clicking unsubscribe or contacting us using the contact details below.

Sharing: We will never share your data with a third party without your express consent.

Security: We respect the security of your data and treat it in accordance with the law.

the purpose of our privacy statement

Under data protection legislation, Pentney Properties Limited is required to explain to you why we collect information about you, how we intend to use that information and whether we will share your information with anyone else.

This statement applies to customers, users of our website and those who wish to receive marketing information from us. Please read this statement carefully to understand our views and practices regarding your personal data and how we will treat it.

This statement (together with the separately posted, Website Terms of Use, Acceptable Use Policy and Website Cookie Policy) tells you how personal information which we collect from you, or which you provide to us, will be processed by us.

This statement relates to information collected from you through your use of our websites www.energise-pentney.co.uk, www.narvalleycottagesnorfolk.co.uk, our social media channels and any other website on which this policy is posted or expressly referenced (collectively “our websites”). It also relates to information which we collect from you at Energise Pentney Fitness & Spa or Nar Valley Cottages, over the telephone, by you entering our competitions & promotions or interacting with emails we send you, or if you contact us in writing.

Please do not use our websites, or purchase any products or treatments over the telephone or online, or enter our competitions or promotions unless you agree with this policy.

This statement does not form part of any contract to provide services. We may update this statement at any time.

It is important that you inform us of any changes to your personal information which we hold so that the information which we hold is accurate and current.

who we are

Pentney Properties Limited is a "data controller". This means that we are responsible for deciding how we hold and use personal information about you.

our data protection officer

Our Data Protection Officer is responsible for overseeing what we do with your information and monitoring our compliance with data protection laws. If you wish to contact the Data Protection Officer you can do so by writing to bookings@narvalleycottagesnorfolk.co.uk.

If you have questions about our use of your personal data, you can raise them with us at bookings@narvalleycottagesnorfolk.co.uk.

why are we collecting your information?

The information that you provide to us is required in order for us to:

    1. fulfil your membership, booking or appointment with us;

    2. provide you with offers and marketing information about products, events or promotions in which you may be interested;

    3. for our monitoring of the use of our websites by users;

    4. for profiling purposes so we can better tailor our websites’ content and marketing activities to users' browsing behaviour;

    5. to administer our competitions and promotions;

    6. for the purpose of keeping Nar Valley Cottages & Energise Pentney Fitness & Spa secure and to prevent fraud;

    7. to process and respond to any queries that you might have;

    8. to allow you to subscribe for relevant regulatory alerts;

    9. to conduct customer surveys in relation to our services.

the types of personal information we collect

We are collecting information about you in order to achieve the purposes set out above (see 'Why are we collecting your information?'). This includes:

    1. Personal details and payment

    2. personal details (such as name, gender and date of birth);

    3. contact details (such as your address, phone number and email address);

    4. payment information (such as payment methods, billing address details and other information related to payment. Please note Energise Health & Fitness Limited does not retain or store credit card, debit card or other confidential payment information.

    5. Website use, interaction and communications

    6. details of any contact with our Booking Coordinator, Reception or Management (such as a record of your correspondence with us);

    7. details of your visits to our websites, or of opening marketing emails, and any calls that you make to us;

    8. browser information and online identifiers (such as your browser types, browser version host operating system, browser language and your IP address);

    9. information about your visit to any of our websites (such as full Uniform Resource Locators (URL) clickstream to, through and from our site, whether your visit was directly from a marketing email we have sent, products viewed or searched for, page response times, download errors, lengths of visits to certain pages, page interaction information (such as scrolling, clicks and mouse overs) and methods used to browse away from the page);

    10. aggregated information (such aggregate traffic information collected from your visit to our websites);

    11. Marketing, competitions and survey information

  • competition entries;

  • your responses to our surveys;

  • details of any agreement or objection to receiving marketing information from us;

  • On site security: images of you captured through the use of our CCTV cameras.

privacy of under 18’s / special category information

We do not knowingly collect personal data from anyone under the age of 18. We do not knowingly obtain or store any Special Categories of Personal Data, such as race or religious beliefs. In some instances, we do collect and store information about health or medical conditions with your express consent, for membership or treatment purposes.

If we are made aware that we have received information from anyone under the age of 18 or Special Categories of Personal Data, we will use reasonable efforts to locate and remove that information from our records.

personal information sources

The information which we collect about you will be obtained through a variety of sources which include:

Information provided by you

    1. if you register as a member, create a booking or buy a product

    2. if you are registering or booking, on site at Nar Valley Cottages or Energise Pentney Fitness & Spa or over the telephone. We will never ask you to confirm or supply any card details via email or text message. If you receive such an email or text message, please do not respond and notify us immediately at: bookings@narvalleycottagesnorfolk.co.uk;

    3. if you enter a competition or promotion sponsored by us;

    4. when you report a problem with our websites;

    5. when you contact Reception;

    6. when you complete surveys that we use for research purposes;

Information collected automatically about you

    1. information automatically collected about you and your visit to any of our websites;

    2. information automatically collected about you when you open a marketing email;

    3. CCTV footage when you visit Energise Pentney Fitness & Spa.

Information collected from third parties

    1. we may collect information about you from third parties for marketing where you have provided your express consent to the third party for your information to be shared for such purpose;

    2. we may collect information about you from third parties who we have partnered with to run competitions.

what we do with your information

We may use your personal data for the following purposes:

Marketing purposes

We may use your personal data to provide you with information that you have requested from us and to inform you of offers or other goods or services that may be of interest to you (but only where you have not objected to be contacted for such purposes).

We will do this where you have provided us with your email address or you have otherwise confirmed that you agree to us sending you such information (see 'What is our lawful basis for using your information' below).

Please note that you have the right to ask us not to process your personal data for marketing purposes. We will usually inform you before collecting your data if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by:

    1. not checking certain boxes on the forms we use to collect your data; or

    2. you can also request us not to use your personal data for this purpose when setting up your membership; or

    3. by emailing us at bookings@narvalleycottagesnorfolk.co.uk

Making a booking or an appointment

We use your personal data to process and fulfil your bookings and appointments effectively and to carry out any further obligations arising from any contracts entered into between you and us. This will include using your email address and/or mobile phone number so that we can send you information confirming your booking or appointment.

Use of our websites or opening our emails

When you use our websites we may use your personal data to:

    1. Administer our websites and for internal operations such as to help diagnose problems with our server, trouble shoot, analyse data and other administrative purposes;

    2. improve our websites and to ensure that content is presented in the most effective manner for you and your computer, tablet or mobile phone;

    3. allow you to participate in interactive features of our service when you choose to do so;

    4. keep our websites safe and secure;

    5. improve the services we offer and to develop marketing programs (we may use personal data for these reasons as a result of you opening our emails too); and

    6. if you report a problem with our websites, use your personal data to investigate and resolve the reported problem.

Administering competitions or promotions

We will use your personal data in relation to your entry into competitions run by Pentney Properties Limited and promotions sponsored by us.

If you complete a survey for us, such as a customer satisfaction survey, we will review and analyse your answers to the survey questions.

We may also use your personal data to notify you about changes to our business.

Prevention of fraud and security

We may use your personal data to help to protect you from fraud. For instance, we may carry out identity verification, credit or anti-fraud checks against your name using third party databases which may involve disclosure of your personal details to registered credit reference or fraud prevention agencies who may retain and use your personal information.

Where you enter Energise Pentney Fitness & Spa, your image may be recorded by our CCTV cameras. CCTV footage may be used in order to ensure the security and safety of our staff and customers and could potentially be used as evidence in an investigation or civil or criminal legal proceedings.

Placing an order or a request for information

Many of the services that we offer are only made available if we have certain information about you. To access these services, you will, from time to time, be asked to submit personal data about yourself. If you do not provide that personal data, we will not be able to offer those services to you. For example, if you do not provide information about your method of payment or address, we will not be able to complete your membership registration with us.

use of our websites

If you do not agree for us to your personal information when you access our websites, you should not use our websites.

complying with data law

We will comply with data protection law. At the heart of data protection laws are the "data protection principles" which say that the personal information we hold about you must be:

    1. used lawfully, fairly and in a transparent way;

    2. collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes;

    3. relevant to the purposes we have told you about and limited only to those purposes;

    4. accurate and kept up to date;

    5. kept only as long as necessary for the purposes we have told you about; and

    6. kept securely.

Our lawful basis for using your information

  1. In accordance with the data protection laws, we need a "lawful basis" for collecting and using information about you. There are a variety of different legal bases for using personal data which are set out in the data protection laws.

  2. The lawful bases on which we rely in order to use the information which we collect about you for the purposes set out in this statement will be:

    1. Contract: Using your information will be necessary for us to either perform the contract between us or in order to take steps at your request prior to entering into the contract;

    2. Legal compliance: Using your information will be necessary for us to comply with a legal or regulatory obligation which is placed on Pentney Properties Limited;

    3. Legitimate interest: Using your information will be necessary for our legitimate commercial interest and our interest is not outweighed by the potential impact on your privacy. For example, we rely on legitimate interest as our lawful basis to send you marketing information by email or by post if you have placed an order with us and you have not objected to receiving such marketing information. If you would prefer not to receive marketing information from us, please email us at bookings@narvalleycottagesnorfolk.co.uk;

    4. Consent: It is possible that you may give us your consent to use your information for a particular purpose.

security of your data

We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees who have a business need to know. They will only process your personal information on our instructions and they are subject to a duty of confidentiality.

We will never ask you to confirm or supply any account or credit card details via email or text message. If you receive such an email or text message, please do not respond and notify us immediately at: bookings@narvalleycottagesnorfolk.co.uk.

If you are using a computer or other device to access our websites in a public location we recommend that you close the website browser down when you complete an online session for your security.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

third parties security measures

Third parties will only process your personal information on our instructions and where they have agreed to treat the information confidentially and to keep it secure.

All our third-party service providers and other entities in the group are required to take appropriate security measures to protect your personal information in line with our policies. We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes and in accordance with our instructions, and with your express permission.

using your information for any other purpose

We typically will only use your personal information for the purposes for which we collect it. In limited circumstances we may use your information for a purpose other than those set out in this policy. If we intend to do so, we will provide you with information relating to that other purpose before using it for the new purpose.

We may use your personal information without your knowledge or consent where such use is required or permitted by law.

links to external sites

Our websites may contain links to third party websites. If you follow a link to any such website, please note that your use of such website will be subject to the terms of that website’s privacy policy and we do not accept responsibility or liability for your use of such website. Please check the terms of the third party website’s privacy policy before submitting any personal data to such a website.


Our websites use cookies to distinguish you from other users of our websites. This helps us to provide you with a good experience when you browse our websites and also allows us to improve our websites. For detailed information on the cookies we use and the purposes for which we use them, see our Cookie Policy.

storing your information and deleting it

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Details of retention periods for different aspects of your personal information are available in our retention policy which is available from our Data Protection Officer.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.

your rights

If you have any questions about our use of your personal data, you are welcome to contact us. You will find our contact details at the bottom of this page. If you notice any errors in your personal data, you have the right to have them corrected.

Under certain circumstances, by law you have the right to:

    1. Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.

    2. Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.

    3. Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).

    4. Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.

    5. Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.

    6. Request the transfer of your personal information to another party.

    7. You are not always entitled to exercise each of these rights. The rights which you are entitled to exercise depend on a number of factors including the lawful basis on which we rely to use your personal data. Therefore, if you make a request to exercise a right which is not available to you, we have the right to decline the request.

    8. If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact bookings@narvalleycottagesnorfolk.co.uk in writing.

your right to withdraw consent

In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact bookings@narvalleycottagesnorfolk.co.uk. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law.

your right to complain to the ICO

You also have the right to complain to the Information Commissioner's Office (the "ICO") if you are not satisfied with the way we use your information. You can contact the ICO by writing to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

changes to this privacy policy

We may amend this privacy policy at any time so please review it frequently and at least each time you submit personal information to us. The date at the top of this page will be amended each time this policy is updated. Our current privacy policy applies to all information that we have about you and your account.

contact us

If you have any questions, comments or requests regarding this policy or our website, please email us at: bookings@narvalleycottagesnorfolk.co.uk. Alternatively, you can write to us at: Pentney Properties Limited, Great Ketlam Farm, Low Road, Pentney, King’s Lynn, Norfolk, PE32 1JF, England.