Camplify Breakdown Policy UK

This document refers to terms and conditions outlined in the Hirer and Owner Rules see  https://www.camplify.co.uk/terms

A Breakdown event is defined as a mechanical or faulty Equipment issue. It is not the result of an accident or misuse of the RV. If any breach of the Camplify Terms of Service, including the Hirer Rules, has occurred, Camplify may recover all funds from the Hirer.

Roadside Assistance

• All hires come with 24/7 roadside assistance.                                                                                                                                                               

• Incidents include changing flat batteries, changing tyres (do not attempt to change yourself), fixing small engine problems, and towing due to RV faults.
• In the event of a breakdown requiring roadside assistance, you can initiate assistance via the dedicated telephone number provided in your booking confirmation.
• You will need to provide the vehicle registration number and your location. A 'Roadside Assist' Patrolman will be dispatched to assess the breakdown.
• Repair services may be limited during weekends, holidays, or in remote areas due to restricted operating hours and the availability of spare parts.
• If a tow is needed, our roadside assistance providers will tow the vehicle to the closest suitable repairer.
• Hirers are responsible for contacting the owner to confirm the appropriate tow destination.
• The hirer must not leave the RV without approval. You are responsible for the RV and must not abandon it. 
• If the RV must be towed or left with a repairer, the hirer must take photos of the RV's condition (interior, exterior, all four sides, and dashboard) and provide them to Camplify and the owner.
• If the RV needs to be taken off the road for repair and/or becomes uninhabitable for more than 12 hours, this is considered a “Major Mechanical Breakdown.” In this case, Camplify will reimburse the hirer for:
  • Accommodation up to a maximum of £80 per night for a maximum of 3 nights.
  • Car hire or alternative transport for a maximum of 3 days and a total of £170

This is facilitated by our roadside provider or you can book yourself and submit tax invoices to Camplify for reimbursement. Reimbursements are processed within 30 days.

• Each RV’s roadside assistance is capped at £1,600  per Camplify’s roadside assistance membership year. This includes roadside assistance charges (including call out fees  and towing) and hirer assistance costs (i.e. accommodation, car hire or alternative transport costs). The membership year begins on 1 December and ends on 30 November. The cap resets yearly on 1 December. 
• Where roadside assistance is called out because of:
  • a negligent or reckless act of the hirer, Camplify may charge the roadside assistance costs incurred to the hirer (see “Instances where hirer will be responsible for roadside assistance costs” below).
  • a substantial failure of the owner to comply with the Owner Rules, Camplify may charge the roadside assistance costs directly to the owner rather than deduct them from the annual roadside cap. A substantial failure to comply with the Owner Rules would include failure to conduct annual maintenance or not repairing a known issue.
  • Owners will also bear the costs of roadside assistance in the case of the exclusions set out below (see General Exclusions – Owner).
    

European Cover

The roadside assistance services extend to the following European territories:

• Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russian mainland (west of Urals), San Marino, Serbia, Slovakia, Slovenia, Spain (excluding Ceuta and Melilla), Sweden, Switzerland, Turkey (in Europe) plus Uskudar, Ukraine, and Vatican City.

Please note that call out and other roadside assistance fees may be higher for European cover . 

Instances where the hirer will be responsible for roadside assistance costs

These include, but are not limited to:

• The RV has run out of fuel, or incorrect fuel has been used.
• The RV has been driven with the handbrake on or with the accelerator and brake pedal depressed concurrently.
• Keys are lost or locked in the RV.
• Flat batteries caused by incorrect hirer use of the battery or associated equipment.
• The RV is trapped or bogged.
• Failure to top up fluids if advised to do so.
• Flat or damaged tyres.

Refunds in the case of a Major Mechanical Breakdown

• If a Major Mechanical Breakdown occurs due to a mechanical failure or general wear and tear, a refund of the daily fees for unused days of hire will be issued to the hirer in the form a Camplify credit.The refund is calculated from the number of days the hirer is without the vehicle from the day of the breakdown (this also includes days the vehicle is at a mechanics for repair/being assessed during the booking period)

• If the Major Mechanical Breakdown is caused or contributed to by the hirer (e.g. ignoring dash warning lights, not stopping and calling for assistance, driving with the handbrake on or driving over a large pothole causing the wheel alignment to be out) then a refund of unused days is not given as the hirer is responsible. The hirer would also be responsible for damages/ repairs. No refund will be issued until the booking has ended and the cause of the fault has been determined.

• Provided the hirer is not at fault, when a booking is cancelled due to Major Mechanical Breakdown Camplify will credit the refund to the hirer’s account. The refund can be used to book an alternate RV for the remainder of the hire period. If the alternate RV is a greater cost Camplify is under no obligation to pay that cost, including for any additional  miles that may be incurred while traveling under the replacement booking. If the credit is not used to rebook, it will be refunded. 

Other Issues on Hire

• In the case of a mechanical issue not requiring roadside assistance, hirers must discuss the issue with the owner at the first opportunity. If the hirer fails to promptly report an issue to the owner and the issue is made worse because of this the hirer may be held responsible for any resulting breakdown including associated costs.

• In the case of issues with accessories such as pumps, awnings, gas, hot water air conditioning, these issues need to be discussed with the owner within 12 hours of the issue arising. 

• Workshop repairs are the responsibility of the RV owner except where caused by  hirer misuse.

• If any issue remains unresolved for more than 24 hours the hirer must advise Camplify.

• The owner and hirer may agree on an appropriate refund as compensation for any lost amenity caused to the hirer by the unresolved issue. If the owner and hirer cannot agree, either the owner or the hirer may refer the dispute to Camplify (see Camplify Dispute Resolutions Policy).

General Exclusions - Hirer

Subject to any rights under consumer laws, the following are excluded:

• Compensation for spoiled food from fridge malfunctions or meals purchased due to lack of refrigeration; 
• Lost bookings for tours or accommodation;
• Flights you have booked or missed;
• Disrupted holiday plans;
• Additional campsites you have booked due to battery/power issues;
• Booked accommodation you are unable to travel to; and
• Loss or inconvenience caused by natural disasters such as floods, cyclones, hailstorms, earthquakes, bushfires or pandemics.

Camplify strongly recommends that hirers take out travel insurance to cover their booking.

General Exclusions - Owner

• Battery Replacement: If a breakdown is due to a fault with the RV starter or house battery and it cannot be recharged because it is unserviceable, the battery will be replaced at the owner’s cost. The owner will also be responsible for the call-out costs.
• Garage Work and Parts: The cost of any garage work or parts is not part of the roadside assistance and is excluded.
• Tyre Faults: The owner will be responsible for the costs of calling out roadside assistance for tyre faults if the vehicle is not carrying: 
  •  a serviceable spare tyre, 
  •  the necessary tyre repair equipment
  •  a locking wheel nut key.
• Second Recovery: The roadside assistance cover includes towing to the provider's closest suitable repairer. It does not cover any second recovery.
• Repeat Breakdowns: Any breakdown relating to a fault that roadside assistance has already attended is excluded if the original fault has not been properly repaired or you have not followed directions after a temporary repair.
• Amounts above the £1,600 cap: any amounts incurred in excess of cap will be charged to the owner.  

RV Repatriation

Roadside assistance does not include the costs of returning your RV home in the case of a breakdown. Where an owner’s annual roadside assistance limit has not been reached, Camplify may, at its absolute discretion:

• contribute up to £500 towards the cost of returning the RV to its original destination if it cannot be repaired within 3 working days. 
• reimburse the costs of one person travelling to collect the RV (by standard class rail or airfare and public transport) and pay a contribution towards room only up to £80 per night per night for a maximum of 2 nights.

This assistance is capped at the lesser of £500 per incident or the balance of the RV’s annual roadside assistance limit.