CARAVAN HOLIDAYS
NORTH WALES
Guest Terms and Conditions
Holiday accommodation booked through Caravan Holidays North Wales
Company | VNPD Properties Limited trading as Caravan Holidays North Wales |
Version | Version 1.2 |
Published / effective | Applies to Bookings confirmed after publication |
Status | VAT-aligned proposed version – specialist approval recommended before publication |
Important agency summary |
Guest contact: 07346 811883 | [email protected] | www.caravancando.com
Contents
Section | Heading |
|---|---|
1 | Who you contract with and CHNW's role |
2 | Definitions |
3 | Information supplied before booking |
4 | Booking and payment |
5 | Third-party booking platforms |
6 | Changes and cancellations |
7 | Security deposit and deductions |
8 | Arrival, access and departure |
9 | Guests, occupancy and conduct |
10 | Pets, smoking and prohibited activity |
11 | Care, cleaning and waste |
12 | Bedding, linen, towels and optional extras |
13 | Keys, security and access during the stay |
14 | Safety, utilities and Wi-Fi |
15 | Holiday park rules, facilities and passes |
16 | Descriptions, photographs and accessibility |
17 | The Owner's responsibilities |
18 | CHNW's responsibilities as agent |
19 | Unavailable accommodation and events outside control |
20 | Refusal of entry or ending a stay |
21 | Complaints and remedies |
22 | Personal belongings and insurance |
23 | Data protection |
24 | Liability and statutory rights |
25 | Law, notices and changes |
Schedule A | Current standard guest information |
Schedule B | Mandatory Booking Confirmation wording |
1. Who you contract with and CHNW's role
1.1 These Terms apply when holiday accommodation is booked through Caravan Holidays North Wales, the trading name of VNPD Properties Limited.
1.2 For a privately owned caravan, the Accommodation Contract is between the lead guest (the Hirer) and the legal owner identified in the Booking Confirmation. The Owner supplies the accommodation.
1.3 CHNW acts as the Owner's disclosed booking and management agent. CHNW may advertise the caravan, administer the Booking, collect payment, provide guest information, coordinate cleaning and issue reporting, receive and investigate complaints, make recommendations to the Owner, and communicate or administer authorised refunds, remedies and Security Deposit matters on the Owner's behalf. The Owner remains the supplier and substantive decision-maker for complaints about the Accommodation.
1.4 CHNW does not supply the accommodation in its own right unless the Booking Confirmation expressly identifies VNPD Properties Limited trading as Caravan Holidays North Wales as the accommodation supplier.
1.5 All guest communication must be directed through CHNW unless CHNW authorises direct contact with the Owner. The Owner's legal identity and an appropriate address for service or correspondence will be provided in the Booking Confirmation or other durable confirmation where required.
1.6 These Terms, the Booking Confirmation, the property listing and any clearly stated booking-specific conditions form the Accommodation Contract. For a booking made through a third-party platform, that platform's applicable terms may also form part of the booking.
1.7 CHNW is not an independent mediator between the Owner and Guest. If an accommodation complaint cannot be resolved through the process in section 21, the Owner and Guest may agree to use an independent mediator or exercise their legal rights.
2. Definitions
Accommodation: the caravan, holiday home or lodge, together with the contents and any included decking or facilities stated in the Booking Confirmation.
Booking Confirmation: the email, platform confirmation or other durable record confirming the property, dates, price, contracting Owner or VNPD, and booking conditions.
CHNW / we / us / our: VNPD Properties Limited trading as Caravan Holidays North Wales, company number 15792102. For owner-managed caravans, CHNW acts as disclosed booking and management agent.
Guest: any person staying at or visiting the Accommodation during the Booking.
Hirer / you / your: the lead guest who makes the Booking and accepts responsibility for the Booking and party.
Owner: the person or legal entity identified as the accommodation supplier in the Booking Confirmation.
Owner Funds: guest accommodation monies received or accounted for by CHNW as agent on behalf of an Owner, excluding CHNW's own commission, fees and services.
Park Rules: the rules, restrictions and procedures imposed by the holiday park.
Security Deposit: the refundable bond collected to secure sums properly due for damage, missing items, additional cleaning, key loss, unpaid charges or serious breach.
3. Information supplied before booking
3.1 Before a direct Booking is completed, CHNW will provide or make available the main characteristics of the Accommodation, the total price including unavoidable charges and taxes, payment arrangements, the cancellation policy, the Security Deposit, relevant restrictions, and CHNW's contact details.
3.2 The Booking Confirmation will identify the accommodation supplier and CHNW's role. You must check it promptly and tell CHNW immediately if any details are incorrect.
3.3 Mandatory charges will be included in the total price shown before a direct Booking is confirmed. Optional extras will only be charged where requested or clearly agreed.
3.4 Holiday accommodation provided for specified dates is not normally subject to a 14-day cooling-off cancellation right. Your cancellation rights are therefore those stated in the Booking Confirmation, platform policy and applicable law.
4. Booking and payment
4.1 The Hirer must be at least 18 years old, or any higher minimum age stated by the property listing or Park Rules, and must have authority to book for every Guest.
4.2 A Booking is confirmed only when a Booking Confirmation is issued and any required initial payment has been received or authorised.
4.3 Unless another deadline is stated, the full holiday balance must be paid no later than 10 days before arrival. A Booking made within 10 days of arrival is payable in full when confirmed.
4.4 Payments may be collected by CHNW as agent for the Owner, or by the relevant booking platform. Where VNPD owns the caravan, payment is collected by VNPD as accommodation supplier.
4.5 If payment is late, reversed, disputed, recalled or charged back, CHNW may treat the Booking as unpaid, suspend release of access details, or cancel the Booking on the Owner's behalf after reasonable notice where practicable.
4.6 Prices include VAT where applicable. The refundable Security Deposit is not part of the accommodation price.
5. Third-party booking platforms
5.1 Bookings made through Airbnb, Booking.com, Vrbo or another approved platform are also subject to the platform's applicable payment, cancellation, refund and dispute procedures.
5.2 Where a platform term conflicts with these Terms, the platform term will apply only to the extent required for that platform Booking. These Terms continue to govern Guest conduct, care of the Accommodation, damage, keys, occupancy, smoking, pets, check-in, check-out and Park Rules where not inconsistent.
5.3 Platform service fees are controlled by the platform. CHNW and the Owner cannot refund a platform fee that they have not received, except where the platform requires otherwise.
6. Changes and cancellations
6.1 A request to change or cancel a Booking must be made in writing to CHNW. A request is not effective until acknowledged.
6.2 The booking-specific cancellation policy shown before booking and repeated in the Booking Confirmation or platform confirmation applies.
6.3 A non-refundable rate or deposit applies only where it was clearly disclosed before the Booking was completed. It does not remove any statutory right arising where the Accommodation is not provided, is materially misdescribed or the supplier is otherwise in breach.
6.4 Where no clear cancellation schedule was supplied, the Owner may retain only amounts reasonably reflecting the actual losses and costs caused by the cancellation, after taking reasonable account of any successful re-letting.
6.5 Where cancelled dates are re-let, any refund may take account of a lower replacement price, irrecoverable platform or payment charges, and reasonable administration or re-letting costs. No amount will be retained as a penalty.
6.6 CHNW administers cancellations and refunds as agent. If a refund is legally or contractually due under the cancellation policy, the platform rules or applicable law, the Owner remains responsible for funding the accommodation refund and CHNW may process it under the authority already given by the Owner. A discretionary refund, compensation or goodwill payment arising from a complaint will normally be approved by the Owner before CHNW actions it.
6.7 CHNW strongly recommends comprehensive travel insurance covering cancellation, illness, travel disruption, curtailment and personal belongings.
7. Security deposit and deductions
7.1 The standard Security Deposit is £75 unless another amount is clearly stated before booking.
7.2 The Security Deposit must be paid by the stated deadline. Access details may be withheld until it is received and other pre-arrival requirements are complete.
7.3 CHNW holds and administers the Security Deposit as stakeholder or agent to secure amounts properly due to the Owner, CHNW or a third party arising from the stay. The records will identify who is entitled to any deduction and why.
7.4 Reasonable deductions may be made for damage, missing items, key or access-device loss, additional cleaning, waste removal, unauthorised pets or Guests, smoking or vaping damage, unpaid agreed extras, late departure, Park charges caused by the party, or another evidenced breach.
7.5 CHNW will investigate a proposed deduction and provide a reason and, where reasonably available, supporting photographs, reports, invoices, estimates or other evidence. A deduction for an Owner's accommodation loss will be approved by the Owner before finalisation unless it is objectively due under these Terms, an applicable platform process or a standing authority. The Guest may respond before a disputed deduction is finalised, except where immediate action is required to prevent further loss.
7.6 The undisputed balance will normally be returned within 7 days after check-out. If a genuine issue remains under investigation, CHNW will notify the Hirer and may retain only the reasonably disputed amount for longer.
7.7 Where reasonable losses exceed the Security Deposit, the Hirer remains liable for the balance. Any demand will explain the amount and evidence relied upon.
8. Arrival, access and departure
8.1 Standard check-in is from 4:00pm and standard check-out is by 10:00am.
8.2 Earlier check-in or later check-out is available only when confirmed in writing and paid for where a charge applies. It is subject to the cleaner, the Accommodation and the next Booking.
8.3 Current optional early-arrival charges are set out in Schedule A. Availability is not guaranteed until confirmed.
8.4 Guests must not enter before the confirmed check-in time or remain after the confirmed check-out time.
8.5 A late departure may result in a reasonable charge reflecting additional cleaning, attendance, relocation or disruption costs.
8.6 Check-in information and access codes are booking-specific and may be released only after payment, Guest details, Security Deposit, park registration and readiness checks are complete.
9. Guests, occupancy and conduct
9.1 Only Guests declared to CHNW and permitted by the Booking Confirmation or Park Rules may stay overnight.
9.2 The maximum occupancy must never be exceeded. Infants and children count toward occupancy unless the listing expressly says otherwise.
9.3 The Hirer must stay for the duration of the Booking and is responsible for the behaviour of all Guests and visitors.
9.4 Parties, events, commercial activity, unapproved group bookings and conduct likely to cause nuisance, disturbance, damage or a breach of Park Rules are prohibited.
9.5 The Hirer must ensure reasonable behaviour, respect neighbouring caravans, comply with quiet hours and follow reasonable safety or park instructions.
9.6 CHNW and the Owner do not discriminate on the basis of protected characteristics. Any group restriction will be based on property suitability, insurance, safety, occupancy or Park Rules.
10. Pets, smoking and prohibited activity
10.1 Pets are allowed only where the property listing and Booking Confirmation expressly permit them and any supplement has been paid.
10.2 The Hirer must disclose the number and type of pets before booking. Assistance dogs will be considered in accordance with applicable law and reasonable adjustments.
10.3 Smoking and vaping are prohibited inside every caravan. Any resulting cleaning, odour-removal or damage cost may be charged.
10.4 Illegal activity, unlawful substances, weapons, dangerous items, open flames inside the caravan and barbecues inside or on decking are prohibited.
10.5 Charging an electric vehicle from the caravan electrical supply is prohibited unless expressly authorised by the Owner and holiday park.
11. Care, cleaning and waste
11.1 Guests must take reasonable care of the Accommodation and leave it in a reasonably clean, tidy and sanitary condition.
11.2 Before departure, Guests must wash and put away used kitchenware, remove food, place rubbish in the designated park bins, leave toilets sanitary, return furniture and items to their original position, and follow any checkout instructions.
11.3 A routine changeover clean is provided between Bookings. It does not cover excessive mess, stains, smoke or pet odour, unwashed dishes, abandoned rubbish, misuse or damage.
11.4 Reasonable additional cleaning or waste-removal costs may be deducted. For minor additional work the charge will normally start at £15; substantial work will be charged at the reasonable evidenced cost.
11.5 Fair wear and tear is not chargeable.
12. Bedding, linen, towels and optional extras
12.1 Unless the Booking Confirmation states otherwise, duvets and pillows are provided but Guests must bring their own fitted or bottom sheets, duvet covers, pillowcases and towels.
12.2 A bed-making, linen or towel service is available only at selected caravans and parks, subject to advance notice, availability and payment. It must never be assumed to be included.
12.3 Optional extras, including early check-in, late check-out, Wi-Fi, pet supplements, linen or passes, are included only where shown in the Booking Confirmation.
12.4 The Booking Confirmation or payment request will state whether an optional extra is supplied by the Owner, CHNW or a third party where this affects the contract or VAT treatment.
13. Keys, security and access during the stay
13.1 Keys, fobs, passes and access devices must be kept secure, used only for the Booking and returned as instructed.
13.2 Where a key safe is used, Guests must close it, scramble the numbers and return the key whenever leaving the caravan if instructed.
13.3 Lost keys, locksmith attendance, replacement locks or lost access devices may be charged at the reasonable cost.
13.4 The Owner, CHNW, park staff, cleaners, contractors or emergency services may enter where reasonably necessary for an emergency, urgent repair, safety concern, welfare concern, suspected serious breach, park requirement or protection of property.
13.5 Reasonable notice will be given where practicable, but may not be possible in an emergency.
14. Safety, utilities and Wi-Fi
14.1 Guests must use gas, electricity, water, heating, appliances, decking and other facilities responsibly and follow instructions.
14.2 Any fault, leak, alarm, damage, loss of utility or safety concern must be reported to CHNW immediately. Guests must not attempt repairs unless authorised.
14.3 Where Wi-Fi is advertised, availability and reasonable access are intended, but speed, signal, compatibility and uninterrupted service cannot be guaranteed.
14.4 Neither CHNW nor the Owner is responsible for a utility, network or park-wide failure outside their reasonable control, but CHNW will report and assist with the issue where reasonably possible.
15. Holiday park rules, facilities and passes
15.1 Every Booking is subject to the Park Rules, including registration, vehicle, parking, age, pet, visitor, noise, waste, pass and facility requirements.
15.2 The holiday park is a separate business. Park facilities, entertainment, swimming pools, restaurants, activities, passes, opening hours and charges are controlled by the park and are not guaranteed by the Owner or CHNW.
15.3 Unless expressly included in the Booking Confirmation, entertainment, activity, facility and parking passes are not included in the accommodation price.
15.4 Guests must provide information required for park registration and are responsible for checking park pass arrangements before booking where those facilities are important to the stay.
16. Descriptions, photographs and accessibility
16.1 CHNW will use reasonable care and skill when preparing listings and communications. Information may also be supplied by the Owner, park or another third party.
16.2 Photographs are intended to represent the Accommodation accurately but minor changes to furniture, decoration, equipment or surroundings may occur.
16.3 A material feature, accessibility requirement or essential facility must be raised before booking. CHNW will confirm suitability based on the information available but Guests remain responsible for explaining their specific needs.
16.4 Nothing in these Terms removes a Guest's rights where accommodation is materially misdescribed or a service is not provided with reasonable care and skill.
17. The Owner's responsibilities
17.1 For an owner-managed caravan, the Owner is responsible for supplying the Accommodation and for its availability, safety, condition, maintenance, insurance, legal compliance and suitability for holiday letting.
17.2 The Owner is responsible for required park permission and applicable gas, electrical, fire, alarm and other safety requirements.
17.3 The Owner remains responsible for any repair, replacement accommodation, refund, compensation or other accommodation remedy required because of the Owner's breach. CHNW may investigate, recommend and administer that remedy as the Owner's agent.
18. CHNW's responsibilities as agent
18.1 CHNW will provide its booking and management services with reasonable care and skill.
18.2 CHNW will act as the guest-facing contact, administer the Booking, provide authorised check-in information, receive reports and complaints, gather evidence, coordinate with the appropriate Owner, Park, cleaner or contractor, recommend a resolution to the Owner and communicate or implement the authorised outcome as agent.
18.3 CHNW is responsible for loss caused by its own breach of legal duty or failure to use reasonable care and skill. CHNW is not responsible merely because it acts as agent for an Owner or coordinates a third-party service.
18.4 CHNW may take urgent practical action without waiting for Owner approval where reasonably necessary to protect health or safety, prevent further damage, comply with Park requirements or protect an incoming Guest. This does not make CHNW the accommodation supplier.
18.5 CHNW remains responsible for complaints concerning its own separate booking, administration or guest-service supply. Where a complaint concerns both the Accommodation and CHNW's own services, the two parts will be considered separately.
19. Unavailable accommodation and events outside control
19.1 If the Accommodation becomes unavailable, unsafe or unsuitable, CHNW will notify the Hirer as soon as reasonably possible, investigate the circumstances and act as the Owner's agent. CHNW may take urgent safety or damage-prevention action and will obtain the Owner's decision or use an existing contractual authority before implementing a substantive accommodation remedy.
19.2 Depending on the circumstances and the Owner's obligations, the available options may include a repair, an alternative date, a suitable alternative caravan subject to availability and a new or amended contract, or an accommodation refund. CHNW may recommend and administer an option but does not become the supplier of the replacement or original accommodation merely by doing so.
19.3 Events outside reasonable control may include fire, flood, storm, utility failure, serious maintenance or safety issues, park closure, government restriction, public-health restriction, natural disaster or another event making occupation impossible or unsafe.
19.4 Neither the Owner nor CHNW is liable for avoidable losses that the affected party could reasonably have reduced, or for losses that were not reasonably foreseeable when the Booking was made. This does not remove statutory refund or consumer rights.
20. Refusal of entry or ending a stay
20.1 CHNW may, on the Owner's behalf, refuse entry or require Guests to leave for a serious or continuing breach, including non-payment, dangerous behaviour, serious nuisance, over-occupancy, unauthorised pets, smoking, illegal activity, deliberate damage, threats or a serious Park Rule breach.
20.2 Where practicable and safe, the Hirer will be told the concern and given a reasonable opportunity to correct a remediable breach.
20.3 Any refund will depend on the seriousness of the breach, the loss caused, the unused part of the stay, re-letting and applicable law. The Owner may retain or recover reasonable losses and costs but not an unfair penalty.
21. Complaints and remedies
21.1 A problem or complaint should be reported to CHNW as soon as possible during the stay so that it can be acknowledged, investigated and, where possible, remedied. CHNW is the authorised day-to-day contact for the Owner.
21.2 CHNW may ask for photographs, video, dates, times, messages, receipts or other relevant information; contact the Owner, Park, cleaner, contractor, platform or insurer; and coordinate reasonable practical steps. Urgent safety or damage-prevention action may be taken before the Owner is consulted.
21.3 For a privately owned caravan, a complaint about the supply, condition, description, availability or suitability of the Accommodation is substantively between the Guest and the Owner as accommodation supplier. CHNW will assess the available information, discuss possible outcomes and send the Owner a recommendation.
21.4 Except where a remedy is already required by law, these Terms, the Booking Confirmation, an applicable platform process or a standing authority, the Owner will approve, reject or vary the proposed substantive accommodation resolution before CHNW communicates or implements it. CHNW may then confirm and action the Owner-approved resolution as agent.
21.5 The Owner is responsible for funding any accommodation refund, compensation, repair, replacement or other remedy properly due. CHNW is responsible for any remedy relating solely to CHNW's own separate booking or management service.
21.6 If the Owner does not respond within a reasonable period and delay would risk safety, breach of law, breach of these Terms or non-compliance with a mandatory platform process, CHNW may take a step already authorised by the Owner Agreement and will record the basis on which it acted.
21.7 Where a Guest does not report an issue promptly or allow a reasonable opportunity to investigate or remedy it, this may be taken into account when assessing an appropriate remedy, to the extent lawful. Complaints after departure should be made in writing, preferably within 7 days, but this does not remove statutory rights.
21.8 Complaints should be sent to [email protected] or 66 Heysham Road, Southport, PR9 7EB. CHNW will coordinate the complaint and communicate the Owner's position. All accommodation refund or credit documents will identify the Owner as supplier or state that CHNW issues them as agent on behalf of the named Owner.
21.9 CHNW does not act as an independent mediator or adjudicator between the Owner and Guest. If the matter remains unresolved, the parties should consider proportionate informal resolution, an independent mediator or another suitable dispute-resolution route before court proceedings, without restricting either party's legal rights.
22. Personal belongings and insurance
22.1 Guests are responsible for their personal belongings and vehicles.
22.2 The Owner and CHNW are not responsible for loss, theft or damage unless caused by their negligence, breach of contract or other legal duty.
22.3 CHNW may assist with lost property but storage, packaging and postage may be charged at cost. Unclaimed items may be disposed of after reasonable notice.
22.4 Guests are strongly advised to hold appropriate travel and personal property insurance.
23. Data protection
23.1 CHNW processes personal data for booking administration, payments, guest communication, park registration, security, complaints, owner reporting, legal compliance and accounting.
23.2 Relevant information may be shared with the Owner, park, platform, payment provider, cleaner, contractor, insurer, professional adviser, debt-recovery provider or authority where necessary and lawful.
23.3 Further information is in CHNW's Privacy Notice at www.caravancando.com/en/chnw-privacy-notice.
24. Liability and statutory rights
24.1 Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.
24.2 The Owner is responsible for the supply, safety, condition and availability of an owner-managed caravan and for the substantive resolution of accommodation complaints. CHNW is responsible for its own booking, administration and management services and may communicate and administer the Owner's decisions as agent.
24.3 Neither party is responsible for business losses suffered by a Guest booking for personal holiday purposes, or for indirect loss that was not reasonably foreseeable.
24.4 These Terms do not exclude or reduce rights under the Consumer Rights Act 2015 or other mandatory consumer law.
25. Law, notices and changes
25.1 These Terms and the Accommodation Contract are governed by the law of England and Wales. A consumer living elsewhere in the UK retains any mandatory rights of their home jurisdiction.
25.2 The courts of England and Wales have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere.
25.3 The Terms applying to a Booking are the version in force when the Booking is confirmed. CHNW may update the Terms for future Bookings.
25.4 An existing Booking will not be materially changed without the Hirer's agreement unless a change is required by law, safety, the park or a third-party platform and is applied fairly.
25.5 VNPD Properties Limited is registered in England and Wales under company number 15792102. Registered office: 66 Heysham Road, Southport, PR9 7EB. Guest telephone: 07346 811883. Email: [email protected].
Schedule A - Current standard guest information
Item | Current standard | Important qualification |
|---|---|---|
Standard check-in | 4:00pm | Do not arrive earlier unless confirmed. |
Standard check-out | 10:00am | Leave promptly unless a later time is confirmed. |
Early check-in | 2:00pm £17.50; 12 noon £222; 10:00am £35 | Subject to cleaner and property availability; current total guest prices. |
Late check-out | Usually up to 12 noon, £15 | Subject to next Booking and cleaner availability. |
Security Deposit | £75 | Refundable subject to these Terms. |
Balance deadline | 10 days before arrival | Unless the Booking Confirmation states another deadline. |
Bedding | Duvets and pillows provided | Guests bring sheets, duvet covers, pillowcases and towels unless otherwise confirmed. |
Park passes | Not included unless expressly stated | Check directly with the park where facilities are important. |
Schedule B - Mandatory Booking Confirmation wording
Owner-managed caravan |
VNPD-owned caravan |