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Cancellation & Refund Policy

Simple, clear rules on cancelling – the same on every VanHols booking.

Last updated: 17 October 2026

Draft template – to be reviewed before launch. This page is a starting point only and is not legal advice. It must be checked by a qualified UK solicitor, and the placeholders in [square brackets] completed, before VanHols takes real bookings.

1. If you (the guest) cancel

14+ days before check-inFull refund
Everything back, including the cleaning fee and VanHols service fee.
7–13 days before50% refund
Half of the nightly price back, plus the full cleaning fee.
Less than 7 days beforeNo refund of the nightly price
The cleaning fee is still refunded. The owner may offer to move your dates.

Times are based on the check-in time (3pm UK time) on your check-in date. Your exact dates are shown on the caravan page and in your booking confirmation. [Rates and periods are example values – to be confirmed.]

2. Bookings paid by deposit

If you paid a deposit, the same rules apply to the total booking value. Any refund due is calculated from what you've paid so far.

3. If the owner cancels

You always get a full refund, including all fees, and we'll help you find a similar caravan nearby. Owners who cancel without a valid reason may be charged a fee and lose their Top Owner status.

4. Problems on arrival

If the caravan is significantly different from the listing, unsafe, genuinely dirty, or you can't get in, tell us through Report a problem within 24 hours of check-in with photos.

Our cleanliness standard. We don't expect spotless. A caravan only fails if it's genuinely dirty when you arrive, for example:

  • previous guests' rubbish or food left behind
  • unwashed bedding or towels
  • a dirty toilet, shower or kitchen
  • visible mould

Normal wear and tear, and an older caravan that's clean, are fine.

What happens next. We'll ask the owner to put it right quickly, for example by sending a cleaner. If they can't, we'll help you rebook or give you a full or partial refund for the affected nights. This is what “Your money protected until check-in” means: we don't pay the owner until after your arrival.

5. Exceptional circumstances

If you can't travel because of a serious event outside your control (for example a severe weather warning closing the park, or a government travel restriction), tell us through Report a problem and we may give a full refund. Travel insurance is still recommended.

6. How to cancel and when you get your money

Cancel from Trips. Refunds go back to your original payment method within [5–10] working days.