Breakdowns and Damage
What do I do when my van breaks down?
Make sure the customer is parked safely and advise them to contact breakdown assistance (please keep roadside assistance info in your glovebox. Contact QC to give us a heads up in case your customer will need another campervan. If the van cannot be ...
My customer broke down halfway through their holiday, do they get a refund?
As per the booking conditions, if a customer has to end their holiday early due to a breakdown or mechanical issues, they are entitled to a refund for the days that went unused on their trip. Any additional refund would be at your discretion.
My customer wants me to cover their expenses after a breakdown/mechanical issues.
You are not liable to pay for any costs outside of the booking if your campervan breaks down (ie. hotel costs, meals etc.) While we fully appreciate that the changes in travel itinerary can be inconvenient to a customer, as per our booking ...
How do I charge a customer from their security deposit? (Less than £500)
Place the customer's security deposit on hold. Select 'manage security deposit' from the reservation, and click 'hold security deposit'. This will stop the security deposit from being automatically released after 7 days. Message the customer to give ...
How do I charge a customer for damage over £500?
Follow steps 1 to 3 from above. The standard Quirky customer excess is set at £1500, which means that we can charge an additional £1000 to the customer's £500 security deposit to match the full excess. If your repairs cost over £1500, please make a ...
My customer bought excess insurance, will this effect how much I can charge them for damage?
No, this does not effect the amount the amount of money you can claim from the customer. If a customer is charged for damage, they will make a claim themselves with the excess insurance provider (Questor) to reimburse them for the cost of damage ...
How can my customer make a claim with their excess insurer?
In order to make a claim, your customer will need: A quote or invoice showing the cost of repairs. A copy of their driver form. Proof on their bank statement that they have been charged by Quirky Campers. They can then make a claim through Questor’s ...
My hirer said they didn’t cause the damage to my van, are they still liable to pay for repairs?
Yes, regardless if the customer caused the damage, or it was caused by something/someone else, they are liable to pay for your campervans repairs. When a customer takes a Quirky Campevan and as with other rental vehicles, they are liable for anything ...
I claimed my customers security deposit and it wasn’t paid to me
Security deposit claims work a little differently to regular rental amounts as they are first claimed by Wheelbase, who then sends this to Quirky Campers’ bank account, where we pay this to the owner. Because of this 3 step process, security deposits ...
My campervan has broken down/is not roadworthy for an upcoming booking, what do I do?
Unfortunately mechanical issues happen from time to time. If this happens to you, please contact your next customer as soon as possible to let them know the full situation. Then please contact the Quirky team where we can either try to find the ...
Something is broken/damaged in my campervan, can I still rent it out?
This would depend on what the issue is. For small aesthetic problems (ie. scratches/dents you have not had the opportunity to fix) we would advise you to contact the customer as soon as possible so they are aware that your campervan might not be ...
What is the difference between damage and general wear and tear?
While we always support owners being compensated for any damage caused by customers, there is a difference between this and general wear and tear that should not be charged to the customer. An example of this would be if your customer gets a flat ...