The RVPlusYou Guest Refund Policy (“Guest Refund Policy”) applies to registered RVPlusYou profiled RV Renters who have booked and paid for an RV Rental listed by an RV Owner on the RVPlusYou website (“Site”) and have a Qualifying Claim related to a Minimum Quality Standard Issue as defined in this Guest Refund Policy. It forms part of the Booking Terms, and uses capitalized terms defined in Booking Terms or the Terms of Use.
1. Minimum Quality Standard Issue. A “Minimum Quality Standard Issue” means any one of the following:
(a) the Owner of the RV cancels a booking last minute (7 days or less before the check-in date) or fails to provide the Guest with access to the RV Rental (e.g., not providing the keys and/or does not place the RV in the agreed location); or
(b) the RV Rental is not as described in its listing at the agreed Site in some material aspect. For example: (i) the size of the RV and/or number of beds, bathrooms, kitchen or other necessary amenities; (ii) type of RV Rental (e.g. tent trailer vs. motorhome);(iii) facilities or features mentioned in the listing description are not provided or do not function: kitchen appliances (fridge, oven, etc.),bathroom content (shower/bathtub, etc.), and electrical, heating or air conditioning systems; or(iv) the physical location of the RV Rental (i.e. campground, RV park or other placed location, proximity to monuments, attractions, beaches or other landmarks); or
(c) upon check-in, the RV Rental: (i) is not generally clean and sanitary; (ii) contains health and safety hazards that are reasonably expected to adversely affect the Guest’s stay; or (iii) has vermin or contains pets not disclosed in the listing.
2. Requirements to place a Qualifying Claim. Only a Guest/RV Renter may submit a claim for a refund. A Claim is considered a “Qualifying Claim” when it relates to one or more of the Minimum Quality Standard Issues above, and meets each of the following conditions:
(a) the Guest must make the Claim via email, (see Contact Us);
(b) the Guest must clearly state the booking number and/or email address given when the Booking was made;
(c) the Guest must provide evidence of the claim, such as photographs or videos. Additionally, at Our request, the Guest must provide Us with any additional information on the circumstances of the Minimum Quality Standard Issue;
(d) no member of the Guest’s party has directly or indirectly caused the Minimum Quality Standard Issue, whether through their action, omission or negligence; and
(e) the Guest must make reasonable efforts to try to remedy the Minimum Quality Standard issue directly with their RV Owner/Host prior to making a Claim.
(f) the Guest must make the Claim within 24 hours of check-in. If the Claim relates to a Minimum Quality Standard Issue occurring after 24 hours of check-in, Guest must make the Claim as soon as reasonably possible.
3. Guest Refund Policy. RVPlusYou will, at its discretion, either:
(a) refund the Guest part or all of the price paid by the Guest via the Site depending on the nature of their Qualifying Claim; or
(b) use its reasonable efforts to find and book another comparable RV Rental (at RVPlusYou’s reasonable decision) or hotel room, for any unused nights left in the Guest’s stay. All determinations of RVPlusYou with respect to this Guest Refund Policy, including without limitation the size of any refund, are final and binding on the RV Renter/Guest and RV Owner concerned as between them and as between each of them and RVPlusYou.
4. RV Owner’s Responsibilities and Refunds to the Guest. RV Owners are responsible for ensuring that the RVs they list on the Site are as described in the listing, meet standards regarding access, health & safety and cleanliness, functionality, and do not present any Guest with a Minimum Quality Standard Issue. During the 24-hour period following the Guest’s check-in, RV Owners should remain available or make a third-party available, in order to try, in good faith, to resolve any issues. This Guest Refund Policy is without prejudice to any statutory rights that an RV Renter/Guest may have between them and the RV Owner.
The rights of the RV Renter/Guest under this Guest Refund Policy supersede the Cancellation Policy chosen by the concerned RV Owner.
If you are an RV Owner, and if:
(a) RVPlusYou determines that a Guest has suffered a Minimum Quality Standard Issue related to an RV Rental you have listed on the Site; and
(b) RVPlusYou either refunds that Guest any amount up to the price paid by the Guest through the Site for the RV Rental or provides an alternative RV Rental to the Guest, you agree that RVPlusYou may off-set or reduce any RV Owner Fee that RVPlusYou owes to you by the amount paid or incurred by RVPlusYou.
If the Guest remains in the RV Rental affected for part or all of their stay despite the Minimum Quality Standard Issue, the Guest will receive a refund that will reduce the amount of the RV Owner Fee ultimately paid to you.
If the Guest is relocated to an alternative RV Rental, hotel room, or other accommodations, you may lose part or all of the RV Owner Fee for the booking. Additionally, you may have to take responsibility for any reasonable additional costs incurred by RVPlusYou to relocate the Guest to the alternative RV Rental.
In the event of one or more Minimum Quality Standards Issue(s), RVPlusYou reserves the right to take additional measures. These additional measures include, but are not limited to:
(a) decreasing the quality score of the listing of the RV Rental affected;
(b) leaving a lower review for the RV Rental affected; canceling upcoming bookings;
(c) delisting the RV Rental;
(d) recovering costs incurred including for administrative time spent in resolving the Minimum Quality Standard Issue(s); and/or
(e) charging the sum equal to 20% of the RV Owner Fee to cover management costs incurred in resolving the Minimum Quality Standard Issue, which the RV Owner and RVPlusYou agree is a reasonable pre-estimate of the management costs that are incurred.
If as an RV Owner you wish to dispute the Qualifying Claim or provide details of extenuating circumstances such as damage to the RV Rental from a cause outside your control, (“Extenuating Circumstances”) you must notify RVPlusYou promptly in writing via email. Provide all relevant information and evidence such as photographs, video certificates, and/or copies of correspondence disputing the Qualifying Claim or detailing the Extenuating Circumstances. This is assuming that have already used reasonable and good faith efforts to try to remedy the Minimum Quality Standard Issue with the Guest prior to disputing the Qualifying Claim or claiming Extenuating Circumstances.
All determinations of RVPlusYou concerning this Guest Refund Policy, including without limitation the validity of the Qualifying Claim, the validity of Extenuating Circumstances and the amount to be refunded to the Guest, are final and binding on the RV Renter/Guest and the RV Owner concerned, as between them and as between each of them and RVPlusYou.
