Terms of Service

1. Who we are

VanHols is operated by [COMPANY NAME] Ltd (trading as VanHols), a company registered in England and Wales, company number [NUMBER], registered office [REGISTERED OFFICE ADDRESS]. You can contact us at [support email – to be confirmed]. In these terms, “we”, “us” and “VanHols” mean that company; “you” means anyone using the VanHols website or app.

2. What VanHols does (our role)

VanHols is an online marketplace. We let owners of static caravans, lodges and chalets (Owners) advertise their holiday homes, and let holidaymakers (Guests) find and book them.

When you book, your contract for the stay is between you and the Owner. VanHols is not the owner, landlord or operator of any caravan or holiday park, and we are not a party to the rental agreement. We provide the platform, take payments on the Owner's behalf, and offer customer support.

Holiday parks are run by separate companies. Park rules, facilities and any park pass charges are set by the park, not by VanHols.

3. Your account

You must be 18 or over to create an account or book. Keep your login details safe and give us accurate information. You're responsible for activity on your account. We may suspend or close accounts that break these terms or put others at risk.

4. Booking a stay (Guests)

• A booking is confirmed when you receive a booking confirmation from us. Every booking starts as a request: the Owner must accept within 24 hours. Your payment is held while you wait and is released in full if the Owner declines or doesn't reply in time.
• The price you see before you pay includes the nightly price, the cleaning fee and the VanHols service fee. Any optional extras or park charges set by the park will be shown on the listing.
• The person who books must be one of the guests and is responsible for the group, the caravan and following the house rules and park rules.
• Do not exceed the maximum number of guests or bring pets unless the listing allows them.
• Accommodation booked for specific dates is not covered by the 14-day cooling-off period under the Consumer Contracts Regulations 2013. Instead, our Cancellation & Refund Policy applies.

5. Payments, fees and commission

Owners list for free and keep 100% of their price. There is no listing fee, yearly fee or Owner commission. VanHols earns money only when a booking is made:

• Guest service fee: a percentage of the booking (currently [13]% – example rate) added to the Guest's price and shown before payment.
• Owner fee: none. Owners receive the nightly price and cleaning fee they set.

Payments are processed securely by our payment provider [e.g. Stripe]. We collect payment from Guests as a limited payment collection agent for the Owner: once you've paid us, you're treated as having paid the Owner. We release the Owner's payout after the Guest's check-in date. If you choose to pay a deposit, the balance is taken automatically on the date shown at checkout; if it fails and isn't paid within 48 hours of our reminder, the booking may be cancelled under the cancellation policy.

Always pay through VanHols. Paying an Owner directly (for example by bank transfer) means you lose our payment protection and support.

6. Cancellations and changes

Cancellations and refunds are covered by our Cancellation & Refund Policy. If an Owner cancels, the Guest always gets a full refund.

7. Owners

If you list a caravan, our Owner Terms also apply. In short: you must own the caravan or be authorised to let it, have your park's permission to let it, keep your listing and calendar accurate, meet all safety and legal requirements, keep it clean to our cleanliness standard, and honour confirmed bookings.

8. Reviews

• Verified VanHols stays only. Only Guests who booked and completed a stay through VanHols can review a caravan, after their stay. Every review is labelled Verified VanHols stay. We don't accept reviews of stays booked elsewhere. Owners can review their Guests.
• Reviews must be honest, based on your own experience, and must not contain abuse, discrimination, personal information or advertising.
• We do not edit reviews to change their meaning and we never remove reviews just because they are negative. We may remove reviews that break this policy or the law, and we'll say when we have done so.
• Owners can't pay, reward or pressure Guests to leave or change reviews. We take steps to detect and remove fake reviews, in line with the Digital Markets, Competition and Consumers Act 2024.

9. Acceptable use

Don't use VanHols to break the law, mislead others, harass anyone, discriminate, scrape our site, or arrange bookings outside the platform to avoid fees. Don't hold parties or events in a caravan unless the Owner and park have agreed in writing.

10. Damage and security deposits

Guests are responsible for damage caused during their stay, beyond normal wear and tear. Owners must report damage with evidence within 7 days of check-out. We'll help both sides resolve it fairly through our resolution process. [Optional: damage deposit / damage protection scheme – to be decided.]

11. Our liability

We are responsible for providing the VanHols platform with reasonable care and skill. Because we are a marketplace and not the provider of the accommodation, we are not responsible for the condition of a caravan, the actions of Owners, Guests or holiday parks, or events outside our reasonable control.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited under UK law, and nothing affects your statutory rights as a consumer, including under the Consumer Rights Act 2015. Subject to that, our total liability to you for any booking is limited to the amount of fees you paid to VanHols for that booking.

12. Complaints

If something goes wrong during a stay, contact the Owner first, then us via Contact as soon as possible so we can help while you're still there. We aim to respond to complaints within [2] working days.

13. Changes to these terms

We may update these terms. We'll tell you about important changes before they apply. The terms in force when you made a booking apply to that booking.

14. Law and courts

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the protection of the mandatory consumer laws where you live.