Owners Terms & Conditions

Holiday home rental management

These Terms & Conditions govern the relationship between North Wales Holiday Rentals Ltd (“NWHR”) and the owners (“Owners”) of properties listed on the nwhr.co.uk website for the purpose of holiday home rental management services. These terms apply to ‘Complete Owners’ and ‘Advertisement Only Owners,’ as defined herein. By listing your property on our website and/or using our services, you agree to be bound by these Terms & Conditions. Owners will select their preferred service level, and the terms specific to that service level will apply.

  • 1. Service Description
    • 1.1. NWHR will provide the following services to the Owner, subject to the Owner’s chosen service level:
      • 1.1.1. Complete Owner Service
        • 1.1.1.1. NWHR will provide the following services to the Owner:
          • An initial consultation and ongoing support;
          • Advertisement of the property on NWHR’s website and social media channels;
          • Diary management;
          • Damage bond/security deposit management (£100);
          • Guest concierge service for inquiries and emergencies;
          • Communication of check-in/out information to guests;
          • Arrangement of changeover cleaning and deep cleans.
      • 1.1.2. Advertisement Only Service
        • 1.1.2.1. NWHR will provide the following services to the Owner under the “Advertisement Only” service level:
          • An initial consultation and ongoing support;
          • Advertisement of the property on NWHR’s website and social media channels;
          • Diary management;
          • Damage bond/security deposit management (£100);
  • 2. Service Duration
    • 2.1. These Terms & Conditions will commence upon the Owner’s acceptance and will continue until terminated in accordance with this clause.
    • 2.2. The Owner may remove their property listing from the nwhr.co.uk website by providing NWHR with one month’s written notice via email to info@nwhr.co.uk. The removal will be effective one month from the date NWHR acknowledges receipt of the Owner’s termination notice.
    • 2.3. NWHR may remove a property listing or terminate these Terms & Conditions with one month’s written notice to the Owner, unless the Owner is in material breach of these Terms & Conditions, in which case NWHR may terminate immediately.
    • 2.4. Upon termination:
      • 2.4.1. NWHR will cease to advertise the property.
      • 2.4.2. All outstanding payments owed to either party will be settled within 7 days.
      • 2.4.3. The Owner will be responsible for fulfilling any existing bookings made prior to the termination date or reimbursing NWHR for any relocation costs.
  • 3. Fees and Payment
    • 3.1. The Owner shall pay NWHR a yearly listing fee of £99.00, payable annually in advance by the 1st of January.
      • 3.1.1. For properties listed partway through a year, the initial fee will be pro-rated accordingly.
    • 3.2. The Owner is responsible for the cost of:
      • 3.2.1. For “Complete Owner” service level:
        • 3.2.1.1. Changeover cleans;
        • 3.2.1.2. Deep cleans;
        • 3.2.1.3. Ad-hoc carpet/upholstery cleaning.
        • 3.2.1.4. A fee of 15% of the total booking value for each booking generated through the nwhr.co.uk website.
      • 3.2.2. For “Advertisement Only” service level:
        • 3.2.2.1. A fee of 13% of the total booking value for each booking generated through the nwhr.co.uk website.
    • 3.3. NWHR will deduct its fees and cleaning costs (where applicable) from booking revenue before remitting the balance to the Owner.
    • 3.4. Payments to Owners will be made monthly, on or around the 1st of the month, via bank transfer to the Owner’s designated bank account.
    • 3.5. Payment will include revenue from all bookings where the guest’s departure date occurred before the 1st of that month.
    • 3.6. If a booking spans two calendar months, the full payment will be included in the payment run for the month in which the booking ends.
    • 3.7. If the Owner owes any amount to NWHR, NWHR reserves the right to:
      • 3.7.1. Withhold payments from future bookings;
      • 3.7.2. Suspend the property listing;
      • 3.7.3. Instruct a debt collector (the Owner will be liable for all collection costs).
  • 4. Booking and Payment Procedures
    • 4.1. For “Complete Owner” service level:
      • 4.1.1. Bookings are made and confirmed through the nwhr.co.uk website.
      • 4.1.2. A booking is confirmed when NWHR issues a Booking Confirmation to the Hirer.
      • 4.1.3. The Hirer is required to pay a deposit to secure the booking. The deposit amount and payment schedule are as specified on the website.
      • 4.1.4. NWHR will provide the Hirer with booking details, including a welcome information pack, terms and conditions, and property information.
      • 4.1.5. NWHR will communicate check-in details to the Hirer prior to their arrival date.
      • 4.1.6. NWHR will contact the Hirer during their stay to ensure their satisfaction and address any issues.
      • 4.1.7. After the Hirer’s departure, the property will be inspected. The security deposit will be processed in accordance with the Hirer Terms and Conditions.
    • 4.2. For “Advertisement Only” service level:
      • 4.2.1. Bookings are made and confirmed through the nwhr.co.uk website.
      • 4.2.2. NWHR communicates booking to Owner.
      • 4.2.3. A booking is confirmed when Owner issues a Booking Confirmation to the Hirer.
      • 4.2.4. The Hirer is required to pay a deposit to secure the booking. The deposit amount and payment schedule are as specified on the website.
      • 4.2.5. Owner will provide the Hirer with booking details, including a welcome information pack, terms and conditions, and property information.
      • 4.2.6. Owner will communicate check-in details to the Hirer prior to their arrival date.
      • 4.2.7. Owner will contact the Hirer during their stay to ensure their satisfaction and address any issues.
      • 4.2.8. After the Hirer’s departure, the property will be inspected. The security deposit will be processed in accordance with the Hirer Terms and Conditions.
  • 5. Cancellation Policies
    • 5.1. Cancellations by Hirers are subject to the following policy:
      Table displaying the cancellation policy for holiday bookings, including periods for full and partial refunds.
    • 5.2. Hirer cancellations must be made through the website or in writing to NWHR.
    • 5.3. If NWHR cancels a booking, the Hirer will be offered the following options:
      • 5.3.1. A replacement holiday of the same type and value;
      • 5.3.2. A replacement holiday of lesser value, with a refund of the difference;
      • 5.3.3. A replacement holiday of greater value, with the Hirer paying the difference;
      • 5.3.4. A full refund of all monies paid.
    • 5.4. If the Owner cancels a confirmed booking for any reason, the Owner will be liable for:
      • 5.4.1. A full refund to the Hirer within 24 hours;
      • 5.4.2. A cancellation fee of £100;
      • 5.4.3. Any rebooking costs incurred by NWHR, up to a maximum of £150.
  • 6. Property Inventory and Condition
    • 6.1. The Owner must provide NWHR with a detailed inventory of the property’s contents via the website.
    • 6.2. The Owner is advised not to leave personal, sentimental, or high-value items in the property. Remember, although in some instances we, the managers, may have built relationships with the hirers over previous hires, that in most cases, the hirers will be strangers to us and NWHR must ensure that your property is protected and safe.
    • 6.3. The Owner is responsible for ensuring the property is:
      • 6.3.1. Fit for purpose;
      • 6.3.2. Equipped with all essential items in good working order (e.g., kettle, toaster, microwave).
    • 6.4. The Owner must inform NWHR of any pre-existing damage to the property, both internally and externally, via the website.
    • 6.5. NWHR will advise the Owner of any items requiring replacement due to fair wear and tear.
  • 7. Maintenance and Repairs
    • 7.1. The Owner is responsible for the general upkeep of the property, both inside and out.
    • 7.2. NWHR may, with the Owner’s consent, arrange maintenance and repairs through local contractors at the Owner’s expense.
    • 7.3. The Owner acknowledges that NWHR may use third-party cleaning companies for changeover and deep cleans, except in the “Advertisement Only” service option.
    • 7.4. For “Advertisement Only Owner” service level:
      • 7.4.1. NWHR is not responsible for addressing guest complaints regarding the cleanliness of the property.
    • 7.5. The Owner acknowledges that fair wear and tear will occur, and that NWHR is not responsible for replacing such items. This includes items such as carpets/flooring, pots and pans, which will wear over time. Bedding should be replaced regularly to ensure Hirer satisfaction. This excludes damage caused by Hirers violating the terms of their agreement, in which case deductions will be made from the Hirer’s security deposit.
  • 8. Damage and Security Deposit
    • 8.1. NWHR collects a security deposit of £100 from the Hirer to cover any damage to the property and its contents during their stay, as detailed in the Hirer Terms and Conditions.
    • 8.2. NWHR will manage the security deposit and any damage deductions in accordance with the Hirer Terms and Conditions.
    • 8.3. NWHR will make reasonable efforts to identify and assess damage beyond fair wear and tear, and will communicate this to the Owner, providing details of any associated repair or replacement costs.
    • 8.4. The Owner is responsible for the general upkeep of the property. NWHR is not responsible for replacing items subject to fair wear and tear, which includes deterioration that occurs naturally and inevitably as a result of normal use and aging.
    • 8.5. The Hirer is responsible for all damage to the property and its contents during the Hire Period, except for fair wear and tear, and the cost of such damage may be deducted from their security deposit. If the damage cost exceeds the security deposit, the Hirer will be invoiced for the outstanding balance.
    • 8.6. In the event that damage is identified post-departure, the Owner acknowledges that cleaning staff may miss some instances of damage. NWHR will perform spot checks to minimize such occurrences.
    • 8.7. If the Hirer fails to pay the outstanding balance for damage within the period specified in the Hirer Terms and Conditions, the Owner authorizes NWHR to take appropriate action to recover the debt.
  • 9. Owner Responsibilities
    • 9.1. The Owner is responsible for ensuring that all utility bills and site fees are paid on time.
    • 9.2. The Owner is responsible for providing and maintaining:
      • 9.2.1. Valid caravan insurance with public liability cover;
      • 9.2.2. Annual landlord gas safety checks;
      • 9.2.3. Annual electrical test and PAT testing.
    • 9.3. The Owner is responsible for ensuring the property is equipped with:
      • 9.3.1. A fully functional smoke alarm;
      • 9.3.2. A fully functional fire extinguisher;
      • 9.3.3. A first aid kit.
    • 9.4. For “Complete Owner” service level:
      • 9.4.1. NWHR will ensure the property is clean, safe, and habitable at the start of each hire period.
    • 9.5. For “Advertisement Only Owner” service level:
      • 9.5.1. Owner will ensure the property is clean, safe, and habitable at the start of each hire period;
      • 9.5.2. Owner will arrange and manage all changeover cleaning and deep cleans;
      • 9.5.3. Owner will address any Hirer complaints regarding cleanliness.
      • 9.5.4. Owner is responsible for all direct communication with Hirers after the booking is confirmed, including but not limited to: check-in/out instructions, key handover, local information, and handling guest concierge service for all inquiries and support during their stay.
      • 9.5.5. The Owner acknowledges that if the property’s cleaning crew communicates that the van is ready for a guest, and upon the guest’s arrival, the van is found to be unsatisfactorily cleaned or not cleaned at all, a fee of £50 will be charged to the Owner. This fee will then be awarded to the guest as compensation.
      • 9.5.6. NWHR reserves the right to make a final determination on the cleanliness of the property based on photographic evidence and guest reports.
      • 9.5.7. The Owner agrees that this fee will be deducted from any future payments due from NWHR.
  • 10. Billing and Payment Methods
    • 10.1. Owner payments will be processed monthly, on or around the 1st of the month.
    • 10.2. Payments will be made via bank transfer to the Owner’s designated bank account as provided through the website.
    • 10.3. If the Owner owes money to NWHR, NWHR reserves the right to:
      • 10.3.1. Keep money from future rentals;
      • 10.3.2. Suspend the property listing;
      • 10.3.3. Instruct a debt collector, and the Owner will be liable for all collection fees.
  • 11. Personal Use
    • 11.1. The Owner may use the property from time to time and must inform NWHR of their intended dates via the website’s calendar function.
    • 11.2. NWHR’s cleaning team must clean the property after the Owner’s use and before the next guest arrival, unless otherwise agreed in writing. The Owner may cancel the scheduled clean before their arrival.
  • 12. Indemnification
    • 12.1. The Owner agrees to indemnify and hold NWHR harmless from any claims, losses, damages, liabilities, costs, and expenses (including legal fees) arising out of or in connection with:
      • 12.1.1. The Owner’s failure to fulfill their obligations under these Terms & Conditions;
      • 12.1.2. Any negligence or misconduct of the Owner or their agents;
      • 12.1.3. Any claims made by Hirers relating to the condition of the property, except to the extent caused by NWHR’s direct negligence.
  • 13. Insurance
    • 13.1. The Owner is responsible for maintaining valid and adequate insurance coverage for the property, including:
      • 13.1.1. Insurance for damage to the property and its contents;
      • 13.1.2. Public liability insurance to cover any injuries or accidents occurring at the property.
    • 13.2. The Owner must provide NWHR with proof of valid insurance upon listing their property and upon renewal of their insurance policy.
  • 14. Access
    • 14.1. The Owner agrees that NWHR staff or their representatives may access the property as reasonably required for the purposes of these Terms & Conditions, including but not limited to:
      • 14.1.1. Conducting inspections;
      • 14.1.2. Arranging and supervising repairs or maintenance;
      • 14.1.3. Addressing any issues reported by Hirers.
    • 14.2. NWHR will provide the Owner with reasonable notice of any required access, normally via email or website notification, except in cases of emergency.
  • 15. Representing Other Clients
    • 15.1. The Owner agrees that NWHR may engage in other business activities and represent other property owners.
    • 15.2. The Owner agrees not to appoint any other service provider to provide the services covered by these Terms & Conditions while these Terms & Conditions are in effect.
  • 16. Confidential Information
    • 16.1. Each party agrees:
      • 16.1.1. To keep the other party’s confidential information secret and confidential;
      • 16.1.2. Not to use or exploit the other party’s confidential information for any purpose other than the performance of these Terms & Conditions;
      • 16.1.3. Not to disclose any confidential information to any third party.
  • 17. Variation
    • 17.1. NWHR reserves the right to modify these Terms & Conditions at any time.
    • 17.2. NWHR will notify Owners of any changes to these Terms & Conditions by email at least 14 days before the changes take effect.
    • 17.3. The Owner’s continued use of the nwhr.co.uk website and NWHR’s services after the effective date of any changes constitutes acceptance of the revised Terms & Conditions. If an Owner does not agree with the changes, they may terminate these Terms & Conditions in accordance with clause 18.
  • 18. Termination
    • 18.1. Either party may terminate these Terms & Conditions by providing one month’s written notice to the other party. Notice from the Owner must be sent via email to info@nwhr.co.uk.
    • 18.2. If the Owner terminates these Terms & Conditions, they will be liable to pay NWHR a termination fee equal to the average monthly management fee earned by NWHR in the 3 months prior to termination.
  • 19. Governing Law
    • 19.1. These Terms and Conditions shall be governed by and construed following the laws of England and Wales.
  • 20. Dispute Resolution
    • 20.1 Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.