Owners Terms and conditions
Caravan Holidays North Wales
Owner Agency Agreement / Owner Terms and Conditions
- Introduction and Purpose of this Agreement
1.1 This Agreement sets out the terms on which VNPD Properties Limited trading as Caravan Holidays North Wales (“CHNW”, “we”, “us”, “our”) provides booking, management and guest administration services to the caravan owner (“Owner”, “you”, “your”).
1.2 This Agreement confirms that CHNW acts as the Owner’s disclosed booking and management agent.
1.3 The purpose of this Agreement is to clarify the legal, contractual, payment and accounting structure between CHNW, the Owner and the Guest.
1.4 The day-to-day managed service provided by CHNW will remain materially the same. CHNW will continue to manage bookings, marketing, pricing support, guest communication, payment administration, cleaning coordination, issue handling, owner statements and booking management.
1.5 The Owner remains the supplier of the holiday accommodation to the Guest. CHNW acts as agent on behalf of the Owner and does not supply the accommodation in its own right, unless the caravan is owned by CHNW/VNPD Properties Limited.
1.6 This Agreement should be read together with CHNW’s Guest Terms and Conditions, Booking Confirmation wording, owner statements, payment procedures and any written service schedule agreed between CHNW and the Owner.
- Definitions
In this Agreement:
“Accommodation” means the holiday caravan, holiday home, lodge, decking, contents, fixtures, fittings and associated facilities made available by the Owner for holiday letting.
“Agency Services” means the booking, guest management, marketing, payment administration, cleaning coordination, owner statement, guest communication and management services provided by CHNW under this Agreement.
“Booking” means a reservation made by a Guest for the Accommodation.
“Booking Confirmation” means the written or electronic confirmation issued to the Guest by CHNW as agent on behalf of the Owner.
“CHNW” means VNPD Properties Limited trading as Caravan Holidays North Wales.
“Client/Holding Account” means a separate bank account or account arrangement used by CHNW to hold Guest and Owner funds separately from CHNW’s own trading income.
“Commission” means CHNW’s agreed agency/management commission, currently 15% unless otherwise agreed in writing.
“Guest” means any hirer, holidaymaker or other person staying at or visiting the Accommodation under a Booking.
“Guest Terms” means CHNW’s guest-facing booking terms and conditions, as updated from time to time.
“Owner” means the person, persons or legal entity that owns, controls, or has the right to let the Accommodation.
“Owner Funds” means Guest booking monies collected by CHNW as agent on behalf of the Owner.
“Park” means the holiday park on which the Accommodation is situated.
“Park Rules” means the rules, policies and requirements of the Park.
“Payment Request” means any written or electronic request for payment issued by CHNW as agent on behalf of the Owner or in respect of sums due to CHNW.
“Reconciliation Record” means CHNW’s internal or owner-facing record showing Guest funds received, deductions made, Commission deducted, charges applied and balances payable to the Owner.
“Total Booking Value” means the full amount payable by the Guest for the Booking, including accommodation charges and any extras, unless otherwise stated in writing.
- Appointment of CHNW as Disclosed Agent
3.1 The Owner appoints CHNW as the Owner’s disclosed booking and management agent.
3.2 CHNW accepts appointment as agent on the terms set out in this Agreement.
3.3 The Owner authorises CHNW to act on the Owner’s behalf in relation to holiday letting, booking administration, guest communication, payment collection, issue handling, cleaning coordination and related management services.
3.4 The Owner remains the supplier of the Accommodation to the Guest.
3.5 CHNW does not purchase, resell, supply or let the Accommodation in its own right.
3.6 CHNW is not the principal supplier of the Accommodation unless CHNW or VNPD Properties Limited owns the relevant caravan and the Booking Confirmation expressly states that CHNW/VNPD is the accommodation supplier.
3.7 The Owner authorises CHNW to disclose to Guests that CHNW is acting as agent for the Owner.
3.8 The Owner agrees that CHNW may issue Booking Confirmations and Guest Terms stating that:
Accommodation supplier: the Owner
Booking and management agent: Caravan Holidays North Wales
Payment collected by: Caravan Holidays North Wales as agent on behalf of the Owner
Guest communication: all Guest communication is managed by Caravan Holidays North Wales as the Owner’s appointed agent
3.9 The Owner may be named or otherwise identified in the Booking Confirmation as the accommodation supplier. CHNW may withhold the Owner’s direct contact details from the Guest and remain the sole guest-facing contact, unless disclosure is legally required or agreed in writing.
- Day-to-Day Service Continuity
4.1 The Owner acknowledges that this Agreement restructures and clarifies the legal terms, but does not materially reduce CHNW’s day-to-day management role.
4.2 CHNW will continue to provide a managed service, which may include:
marketing the Accommodation;
advertising on CHNW’s website and third-party platforms;
handling enquiries;
managing Guest communication;
issuing Booking Confirmations;
administering Guest payments;
coordinating check-in and check-out information;
arranging or coordinating cleaning;
coordinating linen or optional extras where agreed;
handling Guest queries and complaints;
reporting maintenance issues to the Owner;
administering security deposits and deductions;
preparing owner statements;
remitting Owner balances.
4.3 Although CHNW remains the Guest-facing contact, CHNW does so as the Owner’s appointed agent.
4.4 The Owner agrees that Guests should communicate through CHNW and not directly with the Owner unless CHNW confirms otherwise.
- Guest Relationship and Communication
5.1 The Owner appoints CHNW to manage the Guest relationship on the Owner’s behalf.
5.2 All Guest communication before, during and after a stay will be managed by CHNW, unless CHNW agrees otherwise in writing.
5.3 This includes, but is not limited to:
booking enquiries;
Booking Confirmations;
payment requests;
check-in information;
check-out information;
early check-in and late check-out requests;
Guest questions;
maintenance reports;
cleaning concerns;
complaints;
cancellations;
refunds;
security deposit deductions;
damage claims;
park information;
emergency or urgent issues.
5.4 The Owner must not contact Guests directly about bookings, complaints, payments, deposits, refunds, damage, future bookings or disputes unless CHNW authorises this.
5.5 If a Guest contacts the Owner directly, the Owner must refer the Guest back to CHNW.
5.6 This clause is intended to preserve CHNW’s managed service while making clear that CHNW acts as the Owner’s appointed agent.
- Owner as Accommodation Supplier
6.1 The Owner confirms that they are the supplier of the holiday accommodation to the Guest.
6.2 The Owner is responsible for ensuring that the Accommodation is available, safe, clean, properly maintained, accurately described and suitable for holiday letting.
6.3 The Owner is responsible for ensuring that they have the legal right, park permission and authority to let the Accommodation for holiday use.
6.4 The Owner remains responsible for compliance with all legal, safety, insurance, park and regulatory requirements relating to the Accommodation.
6.5 CHNW may assist with administration, reminders, coordination and communication, but this does not transfer the Owner’s legal responsibilities to CHNW.
- CHNW’s Authority
7.1 The Owner authorises CHNW to do the following as agent on the Owner’s behalf:
market and advertise the Accommodation;
accept booking enquiries;
confirm bookings;
issue Booking Confirmations;
issue Guest Terms;
communicate with Guests;
collect Guest payments;
hold Guest funds as Owner Funds;
deduct agreed Commission and charges;
arrange or coordinate cleaning;
arrange or coordinate maintenance reports;
administer security deposits;
deal with Guest complaints;
administer cancellations and refunds;
offer alternative dates or alternative caravans where appropriate;
liaise with booking platforms;
prepare monthly or periodic owner statements;
remit balances due to the Owner.
7.2 CHNW may take reasonable steps to protect the Accommodation, Guest, Owner, incoming Guests, park requirements and CHNW’s reputation.
7.3 In urgent situations, CHNW may take immediate action without prior Owner approval where reasonably necessary to protect health and safety, secure the Accommodation, prevent further damage, avoid Guest disruption or comply with Park requirements.
- Pricing and Availability
8.1 The Owner authorises CHNW to manage pricing for the Accommodation unless otherwise agreed in writing.
8.2 CHNW may set, adjust and optimise prices based on demand, seasonality, availability, park location, market conditions, booking platform performance, special offers, discounts, late availability and dynamic pricing tools.
8.3 CHNW may use pricing software, market data, competitor pricing or its own commercial judgement when setting prices.
8.4 The Owner may request specific pricing restrictions, minimum prices or blocked dates, but CHNW is not responsible for loss of bookings, reduced occupancy or reduced income caused by Owner restrictions.
8.5 The Owner must notify CHNW promptly of any dates that are unavailable due to Owner use, maintenance, park restrictions or other reasons.
8.6 If the Owner uses the Accommodation personally, lends it to friends/family, or arranges private bookings outside CHNW, the Owner must ensure the calendar is blocked and must notify CHNW as soon as possible.
8.7 CHNW is not responsible for double bookings, Guest compensation, refunds or complaints caused by the Owner failing to keep availability accurate.
- Booking Platforms and Listings
9.1 CHNW may advertise the Accommodation through CHNW’s own website, social media, direct marketing, email, third-party booking platforms and other suitable channels.
9.2 Third-party platforms may include, but are not limited to, Airbnb, Booking.com, Vrbo, Lodgify or other platforms selected by CHNW.
9.3 The Owner authorises CHNW to create, amend, manage and administer listings for the Accommodation.
9.4 The Owner acknowledges that third-party platforms may have their own terms, cancellation policies, payment procedures, Guest refund processes, service fees and dispute systems.
9.5 CHNW will use reasonable efforts to ensure that listings describe the Accommodation accurately, based on information supplied by the Owner, inspections, photographs and available park information.
9.6 The Owner must promptly notify CHNW of any changes to the Accommodation, including changes to:
number of bedrooms;
sleeping capacity;
pet rules;
decking;
Wi-Fi;
parking;
accessibility;
facilities;
appliances;
condition;
restrictions;
park rules;
safety issues;
ownership;
insurance;
gas/electrical status.
9.7 CHNW is not responsible for inaccurate listings where the inaccuracy is caused by incorrect, incomplete or outdated information supplied by the Owner.
9.8 Where third-party platforms do not allow the Owner to be fully displayed as accommodation supplier, CHNW will take reasonable steps to ensure the agency position is reflected as far as the platform permits.
9.9 The Owner acknowledges that third-party platform terms may affect the presentation of the Booking, payment timing, cancellation handling, Guest communication, refund process and dispute outcome.
- Guest Terms and Booking Confirmation
10.1 The Owner agrees that all Bookings managed by CHNW will be subject to CHNW’s Guest Terms.
10.2 The Owner authorises CHNW to issue Guest Terms to Guests as agent on the Owner’s behalf.
10.3 The Owner agrees that the Guest Terms may state that:
the Accommodation contract is between the Owner and the Guest;
CHNW acts as booking and management agent;
Guest payments are collected by CHNW as agent for the Owner;
Guest communication is managed by CHNW;
Guest conduct, damage, smoking, vaping, pets, keys, deposits, cleaning and Park Rules are governed by the Guest Terms.
10.4 The Owner agrees that all managed Bookings must use CHNW’s approved Booking Confirmation wording, identifying the Owner as accommodation supplier and CHNW as booking and management agent.
10.5 The Booking Confirmation will be the main Guest-facing booking document. CHNW does not ordinarily issue accommodation invoices to Guests.
10.6 The Owner must not issue separate or conflicting guest terms, booking confirmations, payment requests or guest instructions without CHNW’s written agreement.
10.7 If there is any inconsistency between the Owner’s instructions and the Guest Terms or Booking Confirmation issued by CHNW, CHNW may refuse to act on the inconsistent instruction where it could create Guest confusion, legal risk, operational risk, accounting risk, HMRC/VAT risk or damage to CHNW’s agency position.
- No Accommodation Invoices Issued by CHNW
11.1 CHNW does not ordinarily issue accommodation invoices to Guests during the booking process.
11.2 The documents used in the booking and payment process may include:
Booking Confirmations;
Guest Terms;
payment requests;
booking platform confirmations;
security deposit requests;
deduction notices;
owner statements;
reconciliation records.
11.3 Where CHNW requests payment from a Guest, CHNW does so as agent on behalf of the Owner unless the payment request clearly relates to CHNW’s own service charge or administration charge.
11.4 Where CHNW issues a payment request, deduction notice or claim summary after a stay, it may do so on behalf of the Owner and/or in respect of sums due to CHNW directly.
11.5 The absence of an accommodation invoice does not change the Owner’s status as the accommodation supplier under this Agreement.
- Payment Collection and Owner Funds
12.1 The Owner authorises CHNW to collect Guest payments as agent on behalf of the Owner.
12.2 Guest payments collected by CHNW are Owner Funds.
12.3 Owner Funds do not belong to CHNW except to the extent that CHNW is entitled to deduct Commission, fees, charges or other sums properly due under this Agreement.
12.4 CHNW may hold Owner Funds in a Client/Holding Account or another account designated for holding Guest and Owner funds.
12.5 The Client/Holding Account is intended to evidence that CHNW is holding funds on behalf of Owners and is not treating gross Guest booking income as CHNW’s own accommodation income.
12.6 The Owner authorises CHNW to deduct from Owner Funds:
CHNW’s Commission;
booking platform fees;
payment processing fees;
cleaning fees;
linen or bedding charges;
pet supplements where applicable;
early check-in or late check-out charges;
maintenance charges authorised by the Owner or reasonably incurred in urgent circumstances;
replacement costs;
refunds;
cancellation charges;
security deposit deductions;
park charges caused by the Booking;
agreed admin or management charges;
any other sums due under this Agreement.
12.7 After deductions, CHNW will remit the balance to the Owner in accordance with CHNW’s owner statement and payment cycle.
12.8 The Owner acknowledges that payment to the Owner may be delayed where:
Guest funds have not yet cleared;
a booking platform has not released funds;
a chargeback, refund or payment dispute is pending;
a Guest complaint is unresolved;
a security deposit issue is being investigated;
bank details are missing or incorrect;
CHNW is awaiting Owner instructions;
the booking has not yet completed;
reconciliation is required.
- Commission and CHNW Charges
13.1 CHNW’s standard Commission is 15%, unless otherwise agreed in writing.
13.2 The Commission is payable by the Owner to CHNW in consideration for CHNW’s Agency Services.
13.3 Unless otherwise agreed, Commission may be calculated on the Total Booking Value or such other booking value as stated in the Owner’s agreed service schedule or owner statement.
13.4 CHNW may deduct Commission directly from Owner Funds before remitting the balance to the Owner.
13.5 The Owner authorises CHNW to transfer Commission and any CHNW service fees from the Client/Holding Account to CHNW’s trading account.
13.6 CHNW may also charge additional agreed fees, including but not limited to:
annual administration fee;
listing/setup fee;
inspection fee;
maintenance coordination fee;
cleaning coordination fee;
photography or marketing contribution;
emergency attendance charge;
late payment/admin charge;
other charges agreed in writing.
13.7 CHNW’s Commission and service charges will be separately identifiable on owner statements or reconciliation records.
13.8 Any retained margin, administration fee, cleaning coordination fee or service charge retained by CHNW will be shown or otherwise identifiable as CHNW income.
13.9 CHNW will not make hidden or secret deductions from Owner Funds.
- Owner Statements, Reconciliation and Payments
14.1 CHNW will provide owner statements on a monthly or periodic basis.
14.2 Owner statements will be structured to reflect the agency arrangement.
14.3 Statements may show:
gross booking income collected on behalf of the Owner;
platform or payment processing deductions;
CHNW Commission;
cleaning charges;
linen or optional extras;
inspection fees;
maintenance or replacement charges;
refunds or cancellations;
security deposit deductions where applicable;
balance remitted to Owner.
14.4 The statement wording will be designed to show that CHNW has collected funds as agent on behalf of the Owner and has deducted authorised charges before remitting the balance.
14.5 Owner statements and reconciliation records are not accommodation invoices issued by CHNW to Guests.
14.6 The Owner must review each statement promptly and raise any query within 7 days.
14.7 If no query is raised within 7 days, the statement will be treated as accepted unless there is an obvious error.
14.8 CHNW may correct errors in later statements where necessary.
- Cleaning and Changeovers
15.1 The Owner authorises CHNW to arrange, coordinate or administer cleaning and changeovers for Bookings unless otherwise agreed.
15.2 Cleaning may be carried out by CHNW, a cleaner engaged by CHNW, a cleaner engaged by the Owner, the holiday park or another third-party provider.
15.3 The Owner is responsible for ensuring the Accommodation is presented in a clean and suitable condition for Guests.
15.4 CHNW will use reasonable efforts to coordinate cleaning, but CHNW is not liable for failures caused by cleaners, Owners, park restrictions, access problems, late Guest departures or circumstances outside CHNW’s reasonable control.
15.5 Cleaning charges may be deducted from Owner Funds.
15.6 Where CHNW supplies, coordinates or administers cleaning services, any retained cleaning margin, coordination fee or service charge may be treated as CHNW income.
15.7 The Owner acknowledges that cleaning, linen and similar services may require separate accounting and VAT treatment from accommodation income.
15.8 The Owner agrees that any specific cleaning requirements must be notified to CHNW in writing.
- Linen, Bedding and Optional Extras
16.1 CHNW may offer or administer optional extras where agreed, including linen, bedding, towels, pet supplements, early check-in, late check-out, passes or other add-ons.
16.2 Optional extras may be supplied by the Owner, CHNW, the holiday park or a third party depending on the arrangement.
16.3 The Owner authorises CHNW to collect and deduct charges for optional extras where applicable.
16.4 The Owner acknowledges that some optional extras may be treated as CHNW income where CHNW supplies or administers the service in its own right.
16.5 The treatment of optional extras should be reflected in the Owner statement and accounting records.
- Security Deposits, Damage and Deductions
17.1 CHNW may collect security deposits from Guests as agent/stakeholder on behalf of the Owner.
17.2 The standard security deposit is currently £75, unless otherwise stated or agreed.
17.3 Security deposits may be used for sums due as a result of the Guest’s stay, including:
damage;
missing items;
additional cleaning;
smoke or vape odour;
pet damage;
rubbish removal;
late check-out;
unauthorised guests;
key loss or key removal;
locksmith charges;
park charges;
loss of income caused by Guest breach;
other costs recoverable under the Guest Terms.
17.4 CHNW may investigate proposed deductions using evidence from cleaners, owners, maintenance providers, park staff, photographs, videos, invoices, quotes or Guest communications.
17.5 The Owner must notify CHNW of any damage, missing items, cleanliness issue or claim as soon as possible and preferably before the security deposit is returned.
17.6 CHNW may make reasonable deductions from security deposits on behalf of the Owner.
17.7 CHNW may decline or limit a deduction where insufficient evidence is available, where the claim is unreasonable, where the cost cannot be justified, or where the deduction may breach consumer fairness requirements.
17.8 The Owner acknowledges that CHNW cannot guarantee recovery of all damage, loss or additional costs from Guests.
17.9 Where costs exceed the deposit, CHNW may assist with recovery, but the Owner remains responsible for any unrecovered loss unless caused by CHNW’s negligence or breach of this Agreement.
- Maintenance and Repairs
18.1 The Owner is responsible for all maintenance, repairs, replacements and safety works required at the Accommodation.
18.2 The Owner must ensure that the Accommodation is safe, functional, properly maintained and suitable for Guests.
18.3 CHNW may report maintenance issues to the Owner and may assist with arranging contractors or repairs where agreed.
18.4 The Owner authorises CHNW to arrange urgent repairs without prior approval where CHNW reasonably considers this necessary to:
protect Guest safety;
secure the Accommodation;
prevent further damage;
comply with Park requirements;
avoid cancellation or serious Guest disruption;
protect an incoming Booking.
18.5 For non-urgent repairs, CHNW will seek Owner approval unless a pre-agreed spending authority applies.
18.6 The Owner agrees to respond promptly to maintenance requests.
18.7 If the Owner fails to approve or complete necessary works, CHNW may suspend bookings, block availability or remove the Accommodation from advertising until the issue is resolved.
18.8 CHNW is not responsible for loss of income caused by the Owner’s failure to maintain, repair or approve works.
- Owner Compliance, Safety and Insurance
19.1 The Owner warrants that they own, control or have the right to let the Accommodation.
19.2 The Owner is responsible for ensuring that the Accommodation complies with all applicable legal, safety, park, insurance and holiday letting requirements.
19.3 This includes, where applicable:
park permission to sublet;
gas safety;
electrical safety;
fire safety;
smoke and carbon monoxide alarms;
public liability insurance;
caravan insurance;
contents insurance;
boiler and appliance safety;
decking and step safety;
key safe/security arrangements;
maintenance of fixtures and fittings;
compliance with Park Rules.
19.4 The Owner must provide evidence of safety certificates, insurance, park permissions or compliance documents when requested by CHNW.
19.5 CHNW may suspend marketing or bookings if required documents are not provided or if CHNW has concerns about safety, compliance, insurance, availability or Guest suitability.
19.6 The Owner must notify CHNW immediately of any safety issue, insurance issue, park enforcement issue, ownership change, gas/electrical problem, structural problem, damp issue, pest issue, or anything that may affect Guest occupation.
- Park Rules and Park Relationship
20.1 The Owner is responsible for complying with all Park Rules and ensuring the Accommodation can be let to Guests.
20.2 The Owner must notify CHNW of any Park Rules affecting bookings, including rules about:
pets;
vehicle registration;
guest passes;
age restrictions;
group bookings;
entertainment passes;
arrival procedures;
contractor access;
parking;
waste disposal;
check-in/check-out times;
subletting restrictions.
20.3 CHNW may communicate Park Rules to Guests but is not responsible for Park decisions, Park closures, facility restrictions, rule changes, site fee disputes, pass restrictions or enforcement action by the Park.
20.4 If the Park restricts or prevents letting, the Owner must notify CHNW immediately.
- Cancellation, Refunds and Unavailable Accommodation
21.1 CHNW will administer cancellations and refunds as agent on behalf of the Owner.
21.2 The Owner authorises CHNW to apply the cancellation policy stated in the Guest Terms, Booking Confirmation, listing or relevant booking platform.
21.3 Where a refund is due to a Guest, the refund will be made from Owner Funds where available.
21.4 If CHNW has already paid Owner Funds to the Owner and a refund later becomes due, the Owner must repay the relevant amount to CHNW promptly.
21.5 If the Accommodation becomes unavailable due to Owner action, Owner default, maintenance failure, safety issue, park issue or any matter within the Owner’s responsibility, the Owner may be responsible for:
Guest refunds;
relocation costs where agreed or unavoidable;
platform penalties;
cancellation charges;
loss of CHNW Commission;
Guest compensation where legally due;
CHNW costs reasonably incurred.
21.6 CHNW may offer Guests an alternative caravan or alternative date where available, but CHNW is not required to guarantee alternative accommodation.
21.7 The Owner must not cancel confirmed Bookings without CHNW’s agreement except in genuine emergency, safety or unavoidable circumstances.
- Owner Use and Private Bookings
22.1 The Owner may use the Accommodation personally, provided availability is blocked in advance and no confirmed Guest Booking is affected.
22.2 The Owner must notify CHNW as early as possible of any Owner-use dates.
22.3 The Owner must not accept private bookings, direct bookings or repeat bookings from Guests introduced by CHNW without notifying CHNW.
22.4 Any Guest, enquiry or booking introduced by CHNW, CHNW’s website, CHNW’s marketing, social media, paid advertising, booking platform, repeat guest system or Guest database remains a CHNW-introduced Guest.
22.5 Where a CHNW-introduced Guest books directly with the Owner, CHNW’s Commission remains payable unless CHNW agrees otherwise in writing.
22.6 This applies during the term of this Agreement and for 12 months after termination for any Guest first introduced by CHNW during the Agreement.
22.7 This clause protects CHNW’s marketing investment, Guest relationship and management role.
- Photographs, Marketing and Intellectual Property
23.1 The Owner authorises CHNW to photograph, video, describe, advertise and market the Accommodation.
23.2 CHNW may use images, videos, descriptions, reviews and marketing content across its website, social media, booking platforms, email marketing, printed materials and advertising.
23.3 The Owner confirms that any photographs, information or content supplied to CHNW may be used for marketing the Accommodation.
23.4 Marketing content created by CHNW belongs to CHNW unless otherwise agreed.
23.5 The Owner must not use CHNW-created photographs, copy, branding, social media content, Guest communications, listing text, templates or marketing materials outside the CHNW arrangement without written permission.
23.6 CHNW may remove listings, photographs and marketing materials after termination.
- Reviews and Reputation
24.1 CHNW may request, receive, display and respond to Guest reviews as agent on behalf of the Owner.
24.2 The Owner must not contact Guests directly about reviews unless authorised by CHNW.
24.3 CHNW may respond t