Owners Terms and conditions
CARAVAN HOLIDAYS
NORTH WALES
Owner Agency Agreement
Owner Terms and Conditions for caravan booking and management services
Company | VNPD Properties Limited trading as Caravan Holidays North Wales |
Version | Version 1.2 |
Published / effective | Effective for each Owner on the date accepted |
Core commercial structure |
VNPD Properties Limited | Company 15792102 | 66 Heysham Road, Southport, PR9 7EB
Contents
Section | Heading |
|---|---|
1 | Introduction and purpose |
2 | Definitions |
3 | Appointment as disclosed agent |
4 | Managed service and guest relationship |
5 | Owner as accommodation supplier |
6 | CHNW's authority |
7 | Pricing, availability and owner use |
8 | Listings and booking platforms |
9 | Guest Terms and Booking Confirmations |
10 | Payment collection and Owner Funds |
11 | Commission, VAT and CHNW charges |
12 | Owner statements, reconciliation and payment |
13 | Cleaning and changeovers |
14 | Linen, optional extras and supplier classification |
15 | Security deposits and damage |
16 | Maintenance, repairs and emergencies |
17 | Owner compliance, safety and insurance |
18 | Park rules and park relationship |
19 | Cancellations, refunds and unavailable accommodation |
20 | Direct and introduced Guests |
21 | Photographs, listings and intellectual property |
22 | Reviews, complaints and reputation |
23 | Access, keys and contractors |
24 | Term and termination |
25 | Sale, transfer and ownership changes |
26 | Bank details and fraud controls |
27 | Tax, VAT and owner declarations |
28 | Liability and indemnity |
29 | Confidentiality and data protection |
30 | Complaints and disputes |
31 | Events outside reasonable control |
32 | Notices, changes and version control |
33 | General provisions |
34 | Governing law and electronic acceptance |
Schedule 1 | Owner and Accommodation details |
Schedule 2 | Fees and payment terms |
Schedule 3 | Compliance checklist |
Schedule 4 | Supplier and VAT classification |
Schedule 5 | Acceptance record |
1. Introduction and purpose
1.1 This Agreement sets out the terms on which VNPD Properties Limited trading as Caravan Holidays North Wales (CHNW) provides booking, marketing, management and guest-administration services to the Owner.
1.2 The Owner appoints CHNW as disclosed booking and management agent. The Owner remains the supplier of the holiday accommodation to the Guest.
1.3 The Agreement is intended to align the legal contract, guest communications, payment administration, owner statements and day-to-day conduct with that disclosed agency relationship.
1.4 CHNW does not purchase, resell or let the Accommodation in its own right. This Agreement does not apply to a caravan owned by VNPD unless expressly incorporated into a separate arrangement.
1.5 The Agreement should be read with the Guest Terms, Booking Confirmation wording, Service Schedule, owner statements, Privacy Notice and any written variation agreed for the Accommodation.
2. Definitions
Accommodation: the caravan, holiday home or lodge identified in Schedule 1, together with its contents, fixtures, fittings, decking and included facilities.
Agency Services: the booking, marketing, pricing, guest communication, payment administration, cleaning coordination, issue handling, statement and management services provided by CHNW.
Booking: a reservation for a Guest to occupy the Accommodation.
Booking Confirmation: the durable confirmation issued by CHNW as agent which identifies the accommodation supplier, property, dates, price and booking conditions.
CHNW: VNPD Properties Limited trading as Caravan Holidays North Wales.
Commission: CHNW's agency and management commission, normally 15% of Payment Received unless a written Service Schedule states otherwise.
Designated Holding Arrangement: a bank, platform, payment-provider or accounting arrangement used to receive, identify and administer Guest and Owner Funds separately from CHNW's own entitlement.
Guest: a hirer, visitor or other person connected with a Booking.
Guest Terms: CHNW's current guest-facing terms issued as agent on the Owner's behalf.
Owner: the legal owner, person with letting authority or entity identified in Schedule 1.
Owner Funds: Guest monies received or accounted for by CHNW as agent for the Owner, less sums properly deducted under this Agreement.
Park: the holiday park on which the Accommodation is situated.
Payment Received: the booking amount actually received for the Accommodation after third-party booking-platform and payment-processing deductions, refunds, reversals and booking-specific adjustments.
Service Schedule: Schedule 2 and any later written schedule recording fees, supplier classifications, restrictions or agreed variations.
3. Appointment as disclosed agent
3.1 The Owner appoints CHNW as the Owner's disclosed agent for the Agency Services and authorises CHNW to represent the Owner in relation to Bookings.
3.2 The Owner confirms that the Owner, not CHNW, supplies the Accommodation and enters into the Accommodation Contract with each Guest.
3.3 The Owner authorises CHNW to disclose the Owner's full legal name and an appropriate business, correspondence or service address to Guests where required for contracting, consumer information, complaints or legal service.
3.4 CHNW may remain the sole operational guest contact and may withhold personal telephone or email details unless disclosure is legally required or agreed.
3.5 The agency relationship applies only to matters authorised by this Agreement. Nothing creates a partnership, joint venture, employment relationship or tenancy between CHNW and the Owner.
4. Managed service and guest relationship
4.1 CHNW will remain the day-to-day guest-facing manager and authorised communication channel. CHNW may handle enquiries, confirmations, payment requests, arrival information, maintenance reports, complaints, refunds, deposits and post-stay communication, but always in the capacity stated in this Agreement and not as the supplier of the Accommodation.
4.2 The Owner must not issue separate or conflicting guest terms, payment requests, confirmations or instructions without CHNW's written approval.
4.3 The Owner must not contact Guests directly about payment, complaints, deposits, refunds, damage, reviews, future bookings or disputes unless CHNW authorises or requests that contact. This communication arrangement does not transfer the Owner's responsibility as accommodation supplier or prevent CHNW from obtaining the Owner's instructions and communicating them to the Guest.
4.4 If a Guest contacts the Owner directly, the Owner must promptly refer the matter to CHNW, except where immediate direct action is reasonably necessary to protect health or safety. The Owner must nevertheless cooperate promptly with CHNW's investigation and decision process.
4.5 A complaint about the supply, condition, description, availability or suitability of the Accommodation is substantively a matter between the Owner as supplier and the Guest. CHNW is authorised to receive the complaint, acknowledge it, obtain evidence, investigate the facts, coordinate practical remedial steps, discuss possible outcomes and make a recommendation to the Owner.
4.6 Except for a remedy already required by law, the Booking Confirmation, the Guest Terms, an applicable platform process or a standing authority under this Agreement, the Owner will review and approve, reject or vary the proposed substantive accommodation resolution before CHNW communicates or implements it. CHNW may then communicate and administer the Owner-approved resolution as agent.
4.7 CHNW does not act as an independent mediator or adjudicator between the Owner and Guest. If a complaint remains unresolved, the Owner and Guest may agree to use an independent mediator or pursue their legal rights. CHNW may continue to coordinate communications and provide records without becoming the decision-maker.
4.8 CHNW remains responsible for complaints concerning CHNW's own separate agency, administration or guest-service supply and may determine and remedy those complaints in its own capacity. CHNW may also take urgent action without prior approval where reasonably necessary for safety, damage prevention, Park compliance or protection of an incoming Guest, subject to clause 6.2.
5. Owner as accommodation supplier
5.1 The Owner warrants that the Owner owns, controls or has lawful authority to let the Accommodation.
5.2 The Owner is responsible for making the Accommodation available, safe, clean, properly maintained, accurately described and suitable for the confirmed Booking.
5.3 The Owner remains responsible for the property, contents, appliances, utilities, structural condition, legal compliance, insurance and Park permission.
5.4 CHNW's inspections, reminders, coordination or reports are administrative assistance and do not transfer the Owner's legal responsibilities.
6. CHNW's authority
6.1 The Owner authorises CHNW, acting reasonably and in accordance with this Agreement, to:
• market and advertise the Accommodation;
• receive enquiries and accept, amend and confirm Bookings;
• set and manage prices, minimum stays, discounts and availability;
• issue Guest Terms, Booking Confirmations and payment requests as agent;
• collect and administer Guest payments and Security Deposits;
• deduct Commission and authorised charges;
• coordinate cleaning, linen, inspections, maintenance reports and contractors;
• receive and investigate complaints, obtain evidence, propose outcomes, obtain Owner approval where required, and communicate or administer the authorised resolution;
• liaise with booking platforms and the Park;
• offer an alternative date or managed caravan where appropriate and available;
• prepare statements and remit the Owner balance.
6.2 In an urgent situation, CHNW may take reasonable immediate action without prior approval to protect health, safety, property, an incoming Guest, Park compliance or CHNW's reputation. CHNW will notify the Owner as soon as reasonably possible.
6.3 The Owner gives CHNW standing authority to apply objective outcomes already required by applicable law, the Guest Terms, the Booking Confirmation, a platform rule or an agreed cancellation policy. A discretionary accommodation payment, goodwill payment or compensation arising from a complaint requires the Owner's approval unless an urgent-authority provision or a written standing authority expressly applies.
7. Pricing, availability and owner use
7.1 Unless otherwise agreed in writing, CHNW may manage pricing using demand, seasonality, market data, events, platform performance, discounts and dynamic-pricing tools.
7.2 The Owner may request written minimum-price or availability restrictions. CHNW is not responsible for reduced occupancy or income caused by Owner restrictions.
7.3 The Owner must block and notify all owner-use, private-use, maintenance and unavailable dates promptly.
7.4 The Owner is responsible for losses, refunds, platform penalties and compensation caused by inaccurate availability or an undisclosed Owner Booking.
7.5 CHNW does not guarantee any level of bookings, occupancy, nightly rate, revenue or profit.
8. Listings and booking platforms
8.1 CHNW may advertise through its website, social media, direct marketing, email, Airbnb, Booking.com, Vrbo, Lodgify and other suitable channels.
8.2 The Owner authorises CHNW to create, amend and administer listings and to accept platform terms reasonably required for marketing and booking administration.
8.3 The Owner must provide accurate information and promptly notify any change to bedrooms, capacity, pets, Wi-Fi, parking, accessibility, facilities, appliances, condition, restrictions, ownership, insurance, Park Rules or safety status.
8.4 CHNW will use reasonable care when preparing listings but is not responsible for an inaccuracy caused by incomplete, incorrect or outdated Owner or Park information.
8.5 Where a platform does not permit full presentation of the Owner, CHNW will reflect the agency position as far as the platform allows and retain internal evidence of the Owner's identity and appointment.
8.6 Platform terms may affect guest presentation, payment timing, cancellation, refunds and disputes. The Owner authorises CHNW to follow the applicable platform process where reasonably necessary.
9. Guest Terms and Booking Confirmations
9.1 Every managed Booking will be subject to CHNW's Guest Terms issued as agent on the Owner's behalf.
9.2 The Booking Confirmation for an owner-managed caravan will identify:
• the Owner's full legal name as accommodation supplier;
• an approved address for service or correspondence;
• CHNW as booking and management agent;
• that CHNW collects payment as agent for the Owner;
• the Accommodation, dates, total price, cancellation policy, Security Deposit, included extras and material restrictions.
9.3 The Owner authorises CHNW to issue these documents electronically and agrees that the Guest should contract on that basis.
9.4 The Owner must not undermine the agency wording by describing CHNW as owner, landlord or accommodation supplier.
9.5 CHNW will not describe itself as the supplier of a privately owned Accommodation on an accommodation invoice, receipt, payment acknowledgement, refund notice or credit document. Any such document issued or transmitted by CHNW for the accommodation supply must identify the Owner as supplier and state that CHNW acts as agent.
9.6 CHNW does not ordinarily issue an accommodation VAT invoice in its own name for an owner-managed caravan. If an accommodation invoice is legally required, the Owner is responsible for issuing it or authorising a compliant procedure that identifies the Owner as supplier. CHNW may issue a separate VAT invoice to the Owner for CHNW's Commission and own services.
9.7 A refund confirmation or credit document relating to the accommodation supply will be issued or communicated in the Owner's name or expressly by CHNW as agent on behalf of the named Owner. A refund concerning CHNW's own separate service may be documented by CHNW in its own name.
10. Payment collection and Owner Funds
10.1 The Owner authorises CHNW and approved booking platforms or payment providers to collect Guest money on the Owner's behalf.
10.2 Amounts attributable to the Owner's accommodation supply are Owner Funds, subject to platform deductions and CHNW's contractual right to deduct Commission, cleaning and other authorised amounts.
10.3 CHNW will keep Owner Funds separately identifiable in its booking, accounting and reconciliation records. Owner Funds may initially pass through a booking platform, payment provider or bank account used for collections.
10.4 CHNW will maintain a designated client, holding or equivalent Owner-funds arrangement approved for its operational and accounting process. Where a separate bank account is not yet operational or a platform/payment provider receives the money first, CHNW must keep Owner Funds clearly and continuously identifiable by Booking, must not record them as CHNW accommodation income, and must not use them as unrestricted CHNW trading funds. CHNW will maintain an audit trail from receipt to authorised deductions and Owner payment.
10.5 The Owner authorises deductions for Commission, platform and payment charges, cleaning, agreed extras, maintenance, replacements, refunds, chargebacks, cancellation costs, Park charges, security-deposit adjustments and other sums due under this Agreement.
10.6 After deductions and reconciliation, CHNW will remit the balance due to the Owner.
11. Commission, VAT and CHNW charges
11.1 The standard Commission is 15% of Payment Received unless Schedule 2 records a different rate.
11.2 The Commission is consideration for CHNW's Agency Services and is payable by the Owner.
11.3 The 15% Commission is the total Commission charged. Where VAT is chargeable, the Commission is VAT-inclusive and VAT is not added on top.
11.4 CHNW may issue a VAT invoice or statement showing the net fee and VAT included within the total Commission.
11.5 Additional CHNW services or charges may be subject to separate VAT treatment and will be recorded as CHNW income where CHNW is the supplier.
11.6 The annual administration fee is £75 per caravan per calendar year, with a first partial year chargeable pro rata at CHNW's discretion.
11.7 Other fees, including inspections, emergency attendance, photography, setup, maintenance coordination and specialist administration, apply only where stated in Schedule 2, agreed in writing or reasonably incurred under an urgent-authority clause.
12. Owner statements, reconciliation and payment
12.1 CHNW will normally prepare statements around the 10th and aim to pay around the 15th, subject to completed stays, cleared funds, platform release, bank verification, refunds, chargebacks and reconciliation.
12.2 The owner-facing statement may show 'Payment Received' after booking-platform and payment-processing deductions without displaying those third-party charges as separate owner-facing lines.
12.3 CHNW will retain a more detailed internal reconciliation linking the gross accommodation amount, actual platform or payment deduction, Payment Received, Commission, cleaning, other authorised deductions and Owner payment.
12.4 CHNW is not required to reproduce every third-party ledger line on the owner-facing statement but will provide a reasonable explanation or reconciliation on request.
12.5 The Owner must query a statement within 14 days where reasonably possible. An obvious error may be corrected later even if not raised within that period.
12.6 CHNW may delay payment of a reasonably disputed or unreconciled amount but will not unreasonably withhold an undisputed balance.
13. Cleaning and changeovers
13.1 The Owner authorises CHNW to arrange or coordinate routine cleaning unless a written alternative is agreed.
13.2 The current standard cleaning deductions are shown in Schedule 2. Additional cleaning, waste removal, specialist work, damage-related cleaning and deep cleans may be charged separately.
13.3 The Owner remains responsible for ensuring the Accommodation is presented in a suitable condition, including where a cleaner is engaged.
13.4 CHNW will use reasonable efforts to coordinate cleaners but is not liable for a cleaner's independent failure unless CHNW failed to use reasonable care in its own coordination.
13.5 Any retained cleaning margin or coordination fee is CHNW income and will be accounted for accordingly. The underlying cleaner cost and supplier relationship will be recorded in the supplier matrix where practicable.
14. Linen, optional extras and supplier classification
14.1 CHNW may offer or administer linen, bed-making, towels, pets, early check-in, late check-out, Wi-Fi, passes and other optional extras.
14.2 The parties will record in Schedule 4 whether each material extra is supplied by the Owner, CHNW or a third party.
14.3 Where CHNW is the supplier, the full CHNW charge is CHNW income. Where CHNW acts only as paying or collection agent, the accounting treatment must reflect the actual contract and amount paid.
14.4 CHNW will account for any retained margin or administration element as CHNW income even where the underlying service is provided by a third party.
14.5 The Owner authorises CHNW to update operational prices for optional extras, provided Guest prices are disclosed before purchase and material Owner charges are agreed or stated in the Service Schedule.
15. Security deposits and damage
15.1 CHNW may collect and administer a Security Deposit as agent or stakeholder. The current standard is £75 unless a different amount is stated.
15.2 CHNW may receive reports, investigate damage, obtain evidence and quotations, communicate with the Guest and recommend a proposed deduction. A deduction attributable to the Owner's accommodation loss will be approved by the Owner before finalisation, unless the amount is objectively due under the Guest Terms, an applicable platform process or a written standing authority. CHNW may determine a deduction relating solely to CHNW's own evidenced loss or charge.
15.3 A Security Deposit is not guaranteed to cover all loss. The Owner remains responsible for uninsured or unrecovered loss except to the extent caused by CHNW's breach.
15.4 Where a Guest payment or deduction relates to CHNW's own loss or charge, that amount may be retained by CHNW. Other recovered damage amounts will be accounted for to the Owner or contractor as appropriate.
15.5 The Owner must promptly provide evidence and cooperate with a claim, platform process, insurer or Guest dispute.
15.6 CHNW will identify in its records whether a recovered sum belongs to the Owner, CHNW or a third party and will account for VAT only according to the actual supplier and nature of the charge.
16. Maintenance, repairs and emergencies
16.1 The Owner is responsible for maintenance, wear and tear, repairs, replacement of contents and keeping all advertised facilities working.
16.2 CHNW will report issues and may coordinate contractors, but does not warrant the work of an independent contractor.
16.3 For non-urgent work, CHNW will seek approval where reasonably practicable. The Owner must respond promptly where a Booking is affected.
16.4 In an urgent safety, damage-prevention or Guest-impact situation, CHNW may authorise reasonable attendance or temporary work without prior approval and charge the Owner.
16.5 The Owner may set a written non-urgent approval limit in Schedule 2. It does not restrict genuine emergency action.
17. Owner compliance, safety and insurance
17.1 The Owner must maintain all permissions, insurance, certificates, risk assessments and safety measures required by law, the Park and the insurer.
17.2 This includes, where applicable, holiday-let and public-liability insurance, gas safety, electrical safety, fire safety, smoke and carbon-monoxide alarms, appliance safety, decking and steps, water hygiene and Park permission.
17.3 The Owner must provide evidence on request and renew it before expiry.
17.4 CHNW may pause marketing, block dates, relocate Guests or cancel Bookings where evidence is missing, expired or raises a reasonable safety or insurance concern.
17.5 The Owner must immediately report a safety, structural, damp, pest, utility, ownership, insurance or Park-enforcement issue affecting occupation.
18. Park rules and park relationship
18.1 The Owner is responsible for ensuring the Accommodation may be holiday-let and for complying with Park Rules and site-licence restrictions.
18.2 The Owner must provide current information about pets, passes, registration, age or group restrictions, vehicles, parking, arrival procedures, facilities, waste, contractors and subletting.
18.3 CHNW may communicate Park Rules but is not responsible for Park decisions, closures, pass availability, facility changes, enforcement or site-fee disputes.
18.4 If the Park restricts or prevents letting, the Owner must notify CHNW immediately and remains responsible for resulting Guest remedies where the matter is within the Owner's responsibility.
19. Cancellations, refunds and unavailable accommodation
19.1 CHNW will administer the cancellation policy stated in the Guest Terms, Booking Confirmation, listing or platform as the Owner's agent. The Owner's acceptance of this Agreement authorises CHNW to apply that predetermined policy without seeking separate approval for each routine cancellation.
19.2 Where an accommodation refund is legally or contractually due, or is approved by the Owner following a complaint, CHNW may calculate, communicate and administer it as agent from Owner Funds where available. If the Owner has already been paid, the Owner must repay CHNW promptly.
19.3 If the Accommodation becomes unavailable because of Owner action, default, maintenance, safety, Park or another matter within the Owner's responsibility, the Owner is responsible for reasonable refunds, relocation, platform penalties, compensation and CHNW costs.
19.4 CHNW may offer an alternative date or a caravan belonging to another owner. CHNW does not guarantee an alternative and may require a new Accommodation Contract.
19.5 The Owner must not cancel a confirmed Booking without CHNW's agreement except in a genuine emergency or unavoidable safety situation.
19.6 A discretionary accommodation refund, compensation or goodwill payment arising from a Guest complaint must be approved by the Owner before CHNW actions it, unless it falls within a written standing authority. CHNW may recommend an outcome and explain the relevant evidence, consumer rights, platform requirements and likely commercial consequences.
19.7 If the Owner fails to respond within a reasonable period and delay risks breaching law, platform rules, safety duties or the Guest Terms, CHNW may take an action already authorised by this Agreement and recover the resulting amount from Owner Funds or from the Owner, while keeping a written audit trail.
20. Direct and introduced Guests
20.1 A Guest or enquiry introduced through CHNW, its website, marketing, social media, platform, database or repeat-guest activity is a CHNW-introduced Guest.
20.2 The Owner must not divert or accept a direct Booking from a CHNW-introduced Guest without notifying CHNW.
20.3 Commission remains payable on a Booking with a CHNW-introduced Guest during the Agreement and for 12 months after termination, unless CHNW agrees otherwise.
20.4 This clause does not prevent the Owner's personal use or genuine pre-existing Guests disclosed to CHNW in writing.
21. Photographs, listings and intellectual property
21.1 The Owner authorises CHNW to photograph, video, describe and market the Accommodation.
21.2 The Owner warrants that material supplied to CHNW may lawfully be used and does not infringe third-party rights.
21.3 CHNW-created photographs, copy, branding, templates and listing content belong to CHNW unless otherwise agreed.
21.4 The Owner may not use CHNW-created content outside the CHNW arrangement without written permission.
21.5 CHNW may remove or archive listings and content after termination, subject to platform retention and record-keeping requirements.
22. Reviews, complaints and reputation
22.1 CHNW may request, receive and respond to Guest reviews as agent. CHNW may receive and acknowledge Guest complaints as the Owner's authorised operational contact.
22.2 The Owner must not pressure or contact Guests about reviews, complaints, refunds or disputes without CHNW's authority. CHNW may request direct Owner participation where it is appropriate, but will normally coordinate the communication.
22.3 CHNW may investigate a complaint with the Owner, Guest, Park, cleaner, contractor, platform, insurer or professional adviser; obtain photographs, reports, invoices or statements; arrange urgent or practical remedial action; and present the Owner with a recommended resolution.
22.4 The Owner remains the substantive decision-maker for a complaint about the Accommodation and is responsible for funding any accommodation refund, compensation, repair, replacement or other remedy properly due. The Owner must respond to CHNW's recommendation promptly and reasonably, taking account of consumer law, the Guest Terms, evidence and platform requirements.
22.5 Once the Owner has approved a resolution, CHNW may communicate, document and implement it as agent. CHNW may not present an Owner-funded accommodation remedy as a remedy supplied by CHNW in its own right.
22.6 CHNW is not an independent mediator between Owner and Guest. If the parties cannot resolve the matter, they may agree to an independent mediator, alternative dispute resolution provider or court process. CHNW may supply records and continue to coordinate communications.
22.7 CHNW may decide and remedy a complaint about CHNW's own Agency Services. Where a complaint concerns both the Accommodation and CHNW's own services, the two elements will be identified and dealt with separately in the records and any payment or VAT treatment.
22.8 CHNW may pause marketing or new Bookings where the Accommodation, Owner conduct or an unresolved issue creates a material safety, legal, consumer, VAT, Guest-service or reputation risk.
23. Access, keys and contractors
23.1 The Owner must provide safe and reliable access arrangements and sufficient keys or access devices for CHNW, cleaners and authorised contractors.
23.2 CHNW may securely hold and use keys for the Agency Services.
23.3 The Owner authorises reasonable access for cleaning, inspection, photography, maintenance, emergencies and Guest support.
23.4 The Owner must not change locks, key safes, alarm codes or access arrangements without notifying CHNW before the change affects operations.
24. Term and termination
24.1 The Agreement starts on the acceptance date recorded in Schedule 5 and continues until terminated.
24.2 Either party may terminate on at least 30 days' written notice, subject to confirmed Bookings.
24.3 CHNW may suspend or terminate immediately for serious safety, legal, fraud, abuse, non-payment, insurance, Park-permission or reputation concerns.
24.4 Unless the parties agree otherwise, confirmed Bookings must be honoured and this Agreement continues to apply to them after notice.
24.5 On termination, sums due remain payable and CHNW may retain reasonable records, administer outstanding refunds, chargebacks, deposits, reviews and disputes.
25. Sale, transfer and ownership changes
25.1 The Owner must notify CHNW before any sale, transfer, change of beneficial ownership, insolvency, death, loss of authority or material change affecting the Accommodation.
25.2 The Owner must ensure confirmed Bookings are protected and inform a purchaser of them.
25.3 The Agreement does not automatically transfer to a purchaser. A new owner must complete onboarding and accept a new agreement.
25.4 The outgoing Owner remains responsible for obligations arising before an agreed transfer date.
26. Bank details and fraud controls
26.1 Owner bank details must be supplied and changed only through CHNW's approved secure process.
26.2 CHNW may independently verify a change using an existing trusted contact route and may delay payment while verification is completed.
26.3 The Owner is responsible for loss caused by incorrect details supplied by the Owner, except where CHNW failed to follow its reasonable verification process.
26.4 CHNW will not request a card PIN, password or one-time passcode.
27. Tax, VAT and owner declarations
27.1 The Owner is responsible for the Owner's own income tax, corporation tax, VAT, accounting, registration and reporting obligations arising from the accommodation supply.
27.2 The Owner must declare in Schedule 1 whether the Owner is VAT registered in relation to the accommodation supply and provide the VAT number and effective date where applicable.
27.3 A non-VAT-registered Owner confirms that the Owner is not VAT registered for the specified accommodation supply and authorises CHNW to retain that declaration as evidence of the agency arrangement.
27.4 The Owner must notify CHNW immediately of a change in VAT status. CHNW may pause new Bookings until an appropriate invoicing and accounting procedure is agreed.
27.5 CHNW is responsible for VAT on CHNW's own Commission and services where chargeable. CHNW does not give the Owner tax advice.
27.6 Nothing in this Agreement guarantees a particular VAT outcome or binds HMRC. The parties will cooperate with reasonable evidence requests from accountants, advisers or HMRC.
27.7 The parties must ensure that their actual conduct, Booking Confirmations, listings, payment records, receipts, complaint handling, refunds, accounting and Owner statements remain consistent with the disclosed agency arrangement. Describing CHNW as agent in this Agreement is not sufficient if actual practice presents CHNW as the accommodation supplier.
28. Liability and indemnity
28.1 Each party is responsible for foreseeable loss caused by its own breach, negligence or legal default.
28.2 The Owner is responsible for claims arising from the Accommodation's ownership, condition, safety, availability, legal compliance, inaccurate Owner information or breach of the Accommodation Contract, except to the extent caused by CHNW.
28.3 CHNW is responsible for loss caused by its failure to provide Agency Services with reasonable care and skill.
28.4 Neither party excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or liability that cannot legally be excluded.
28.5 Neither party is liable for indirect or unforeseeable loss or for loss caused by the other party's failure to take reasonable steps to reduce it.
28.6 The Owner will indemnify CHNW against a third-party claim, refund, penalty or reasonable cost arising from the Owner's breach, property default or inaccurate information, except to the extent caused by CHNW's breach.
29. Confidentiality and data protection
29.1 Each party must keep confidential information secure and use it only for the Agreement, legal compliance or professional advice.
29.2 CHNW processes Owner and Guest data in accordance with its Privacy Notices and applicable UK data-protection law.
29.3 The Owner must use Guest information only for legitimate accommodation, safety, legal or claim purposes and must not use it for unauthorised marketing or direct booking.
29.4 The parties will cooperate with lawful data requests, incidents and retention requirements.
30. Complaints and disputes
30.1 A party should raise a concern promptly and provide relevant evidence.
30.2 The parties will try to resolve a dispute through discussion and may consider mediation.
30.3 Mediation is not mandatory and does not prevent urgent action or court proceedings.
30.4 Formal notices or complaints to CHNW may be sent to [email protected] or 66 Heysham Road, Southport, PR9 7EB.
31. Events outside reasonable control
31.1 Neither party is liable for delay or failure caused by an event outside reasonable control, provided the affected party takes reasonable steps to reduce the effect and communicates promptly.
31.2 This clause does not remove Guest refund rights or the Owner's responsibility where the relevant event is within the Owner's control or could reasonably have been avoided.
32. Notices, changes and version control
32.1 Notices may be sent by email to the verified address, through an approved owner portal, or by post.
32.2 CHNW may update operational procedures and non-material wording on reasonable notice.
32.3 CHNW will give at least 30 days' notice of a material change to Commission, recurring fees or core Owner obligations, unless earlier change is required by law, a platform, an insurer or urgent safety.
32.4 A new version applies after acceptance or from the stated effective date and will not retrospectively change completed Bookings or amounts already earned unless legally required or agreed.
32.5 CHNW will retain the accepted version and electronic audit record.
33. General provisions
33.1 This Agreement and its Schedules replace earlier management terms for the Accommodation from the effective date, without affecting accrued rights or confirmed Bookings.
33.2 If a clause is invalid, it will be adjusted or removed only to the minimum extent necessary.
33.3 A delay in enforcing a right is not a waiver.
33.4 The Owner may not assign this Agreement without CHNW's written consent. CHNW may assign it to a group company or purchaser of the business on notice, provided the Owner's rights are not materially reduced.
33.5 A specifically agreed Service Schedule prevails on the commercial point it expressly varies; otherwise this Agreement prevails over informal messages.
34. Governing law and electronic acceptance
34.1 This Agreement and any non-contractual dispute are governed by the law of England and Wales.
34.2 The courts of England and Wales have exclusive jurisdiction, subject to any mandatory right that applies.
34.3 The Agreement may be accepted electronically. A verified checkbox, typed name, one-time code, digital signature or submission record may evidence acceptance.
34.4 Each joint legal owner must accept unless an authorised signatory provides evidence of authority. A company or partnership signatory warrants authority to bind the entity.
Schedule 1 - Owner and Accommodation details
Field | Details to complete | Required evidence / note |
|---|---|---|
Primary legal Owner | Photo ID / ownership or authority evidence | |
Additional legal Owner(s) | Each owner accepts, or authority evidence | |
Company / partnership | Company number and authorised signatory | |
Correspondence address | ||
Approved address for Guest disclosure / service | Must be a valid address that may be shown in Booking Confirmations | |
Email and telephone | Verified contact route | |
VAT status | ☐ Not VAT registered ☐ VAT registered | VAT number and effective date if registered |
Non-VAT declaration | ☐ I confirm I am not VAT registered in relation to the specified accommodation supply | Notify CHNW immediately if status changes |
Caravan name / Park / Plot | ||
Owner ID / Caravan ID | ||
Maximum occupancy / bedrooms | ||
Pets / Wi-Fi / parking / accessibility | ||
Existing Bookings or listings |
Schedule 2 - Fees and payment terms
Item | Current term | Basis / qualification |
|---|---|---|
Management Commission | 15% of Payment Received | VAT-inclusive where VAT is chargeable; no VAT added on top. |
Annual administration | £75 per caravan per calendar year | First partial year may be pro rata. |
Routine changeover cleaning | £35 | Unless a different written rate applies. |
Marine Holiday Park routine clean | £40 | Current site-specific charge. |
Deep clean | Currently £120 where agreed | May vary with condition and contractor quote. |
Statements | Normally around the 10th | Subject to reconciliation. |
Owner payment | Aim around the 15th | Subject to cleared funds, completed stays and disputes. |
Non-urgent maintenance approval limit | £________ | Urgent safety/damage action is not restricted by this limit. |
Other work | As agreed or reasonably incurred | Specialist cleaning, repairs, inspections, attendance, replacement and third-party costs. |
Schedule 3 - Compliance checklist
Item | Owner requirement | Provided / expiry |
|---|---|---|
Ownership / letting authority | On onboarding and after any change | |
Park permission to holiday-let | Current at all times | |
Holiday-let and public-liability insurance | Renew before expiry | |
Gas safety and appliance servicing | Where gas is installed; renew as required | |
Electrical safety evidence | At legal, Park or insurer interval | |
Fire risk / fire-safety evidence | Review when required and after material change | |
Smoke and carbon-monoxide alarms | Installed, working and evidenced | |
Fire extinguisher / blanket | Serviceable and replaced or serviced as required | |
Water hygiene / legionella | Assess and review where applicable | |
Decking, steps and handrails | Safe and maintained | |
Boiler, appliances and utilities | Safe and serviceable | |
Emergency contact and contractor authority | Current | |
Key / lockbox arrangements | Secure and current |
Schedule 4 - Supplier and VAT classification
S4.1 Complete this schedule before or promptly after go-live and update it whenever an arrangement changes. It records the actual supplier and accounting treatment; it must not be completed merely to achieve a preferred tax result.
Guest complaints / accommodation remedies | Owner | Receive, investigate, recommend, communicate and administer as disclosed agent | Only CHNW's separate service fee or own-service remedy | Owner approves substantive accommodation outcome; independent mediation if unresolved |
Service / charge | Supplier to Guest / Owner | CHNW role | Income retained by CHNW | Notes / VAT treatment confirmed |
Accommodation | Owner | Disclosed booking/management agent | Commission only | |
Routine cleaning | Arrange / supplier / paying agent? | |||
Bed-making / linen | ||||
Early check-in / late check-out | ||||
Pet supplement | ||||
Wi-Fi | ||||
Park passes | ||||
Maintenance / repairs | Contractor / Owner / CHNW? | |||
Security-deposit deductions | Owner and/or CHNW depending on loss | Stakeholder / administrator |
Schedule 5 - Acceptance record
This proposed version is designed to align the written agreement with the disclosed-agency and complaint-handling model described in the VAT advice. It should be approved by the company's VAT specialist or solicitor before being issued for acceptance.
Acceptance field | Record |
Agreement version | v1.2 |
Effective date | Date accepted, unless a later date is stated |
Accepted by - full legal name | |
Capacity / authority | |
Verified email | |
Acceptance date and time | |
Owner ID / Caravan ID | |
Audit / document ID | |
Owner acceptance | ☐ I confirm that I have read and agree to this Agreement and its Schedules. |
Authority declaration | ☐ I confirm that I am the legal Owner or am authorised to bind every Owner identified. |
VAT declaration | ☐ I confirm that the VAT-status information in Schedule 1 is accurate and I will notify CHNW immediately if it changes. |