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• How can I make changes to my booking?

  If you need to make changes to your trip, please do not cancel your booking. When a booking is cancelled, our cancellation policy automatically takes effect and the cancellation cannot be reversed. This means that you may not be able to rebook this same RV. 

  If the change is urgent or you are unsure how to make changes, please contact us.

   

  As a renter, you will have the ability to make some changes to your booking, even after you have paid and it has been confirmed. Any changes to your trip dates or add-ons will need to be approved by the RV owner. Changes to roadside assistance selection and protection plans will not need to be approved by the RV owner.

   

   

  1. Changing trip dates, add-ons, and guests

  To change your trip dates, add-ons, or guests, head to your booking details page and click on Edit booking.

  

  
  You can then select if you would like to edit your trip dates or your guests and add-ons. 
  
  

  

  
  If you click on Change details, you'll be able to make changes to the following:

  • Number of guests
  • Add-ons selection (except delivery and airport pickup)

  

  If you click on Change dates, you'll be able to select your new trip dates:
  
  

  

   

  After making your changes, click Review Changes. You'll be presented with a revised invoice for the price difference to confirm the change you're making.

  Click Submit and your request will be sent to the RV owner. They will then be able to review the changes you want to make and either accept or decline your request.

  

  
  An automated message will be sent to let you know if the owner has accepted or declined your request. If the owner has declined it, they will need to provide a reason why, and you can then discuss it with them. 
  
  

  

  You will also see a banner on top of the booking details page letting you know whether your change was approved or not.

  If your change resulted in a refund or an additional charge, a receipt will be automatically emailed to you.

   

  2. Changing your trip protection

  To change your roadside assistance selection or your protection plan, head to your booking details page and click on Edit trip protection.

  

  From there, you'll be able to add or remove roadside assistance, as well as change your protection plan from standard to premium (or vice versa).

  

  Once you've made your desired changes, click Continue. You'll be presented with a revised invoice showing the changes to your booking. After clicking on Confirm, your changes will be applied. If your change resulted in a refund or an additional charge, a receipt will be automatically emailed to you.

• What are the criteria to be an approved driver?

  The following requirements must all be met in order to be approved as a driver on RVezy:

  • At least 25 years old
  • Possession of a full, unrestricted license for a minimum of 8 consecutive years
    • This includes driving experience in other countries outside of Canada or the United States
    • An additional endorsement may be required, for example, if you are renting an RV with air brakes
  • No more than 2 at-fault accidents in the last 6 years
  • No more than 2 minor driving convictions in the last 3 years
  • No criminal code driving offense conviction in the last 3 years
  • No automobile insurance cancellation by your insurance company in the last 3 years
  • Personal automobile insurance OR another form of personal insurance (renter's insurance, house insurance, etc.)
  • For renters in the US: No distracted driving charges in the last 3 years

  Driver’s licenses from the following countries and regions are accepted:

  • Canada
  • United States
  • Mexico 
  • United Kingdom
  • European Union
  • Australia
  • New Zealand

  If your driver's license is from any other country, you will need an international driver's license in order to be approved as a driver. This can be acquired at specific offices available in your country.
  

  
  In the event of any damages occurring while an unapproved driver is driving the RV OR while there is no approved driver on the booking, the resulting damages will not be covered by the insurance and the renter will be fully responsible for the total cost of repairs.
  

• What is the security deposit and how does it work?

  The security deposit is an amount set by the owner for every rental. As a renter, it will be charged to your credit card three days before the start of the rental. 

  In the event of any damages or additional fees submitted by the owner during their closeout, these charges will be deducted from your security deposit and the remaining balance will be refunded.

  For Canadian renters

  In Canada, the security deposit amount will be charged to your credit card three days before the start of the rental and will be held for the duration of the rental period.

  Once both you and the owner have completed your closeouts, the security deposit will be returned to you (minus any damage or closeout charges entered by the owner during their closeout). This is a standard credit card refund and generally takes 2-3 business days to appear on the credit card statement.

  In the event of a dispute or an insurance claim, the security deposit will be held by RVezy until the dispute or claim has been resolved. Please refer to section 7.4 of the Terms of service for more details.

   

  For American renters

  In the United States, the security deposit is not charged to your credit card but is only an authorized transaction, issued three days before the start of the rental.

  RVezy will place a hold on this amount for 7 days, and the hold will be cancelled after this period. At this time, the funds will be released and the transaction will be removed from your bank statement. The security deposit will only be collected in the event of a damage claim.

  If the owner submits any damage or additional charges during their closeout, the remaining balance of your security deposit will be refunded.

  If the 7-day period has passed and the hold on the funds was released, any closeout charges will be charged directly to the card on file.

  In the event of a dispute or an insurance claim, the security deposit amount will be captured by RVezy and held until the dispute or claim has been resolved. Please refer to section 7.4 of the Terms of service for more details.

   

• What is the cancellation policy?

  RVezy enforces a cancellation policy that ensures a fair and equitable process for both renters and owners. 

   

  Renter cancellations

  If cancelled by the renter more than 30 days from the start date of rental:

  The renter will receive a full refund* of the deposit that was paid minus the RVezy service fee and its tax. 

  If cancelled by the renter between 30 days and 8 days from the start date of rental: 

  The renter will be refunded* 50% of the rental amount and will forfeit the RVezy service fee and its tax as well as the 2nd half of the rental amount. The owner will receive a payout of 50% of the rental amount minus the RVezy service fee and its tax.

  If cancelled by the renter 7 days or less from the start date of rental: 

  The renter will forfeit the full rental amount as well as RVezy's service fee and its tax. The owner will receive a payout of the full rental amount minus the RVezy service fee and its tax.

  24-hour grace period: 

  Renters are entitled to get a full refund* if they cancel within 24 hours of making the first payment. The owner will not receive a payout.
  The above applies as long as the time of cancellation is more than 24 hours from the trip start date.
  Please note that the 24-hour timeline is strict to the exact time of the first payment.

   

  Owner cancellations

  If cancelled by the owner at any time:

  The full amount paid will be refunded to the renter, including all fees and taxes. The owner will not receive any payout and may be charged a fee of $100. The position of the owner's RV listing in the search results will be impacted by the cancellation, and the trip dates of the cancelled booking may be blocked in the owner's calendar. 

   

  Add-ons, Cleaning fees, Insurance, & Roadside:

  In the event that a renter needs to cancel a booking, regardless of where they fall within the cancellation policy, all add-ons, cleaning fees, insurance, and roadside fees, as well as the tax applied on those items will be refunded*. 

  
  
  Please note that RVezy does not cancel bookings on behalf of users. If an owner or renter wishes to have a booking cancelled, they will need to log in to their account and cancel their reservation through the booking details page. After clicking on the Cancel button, users will have to read and acknowledge the cancellation policy.
  
  If you wish to modify a reservation, please DO NOT cancel the booking, as the above cancellation policy will apply. Instead, please contact us notifying us of the changes needed and we will do the necessary updates.
  

   

  *REFUNDS: Once a refund is initiated, it will be received within 2 to 3 business days.

• What does RVezy insurance cover?

  We understand that renting out your RV may come with certain risks and concerns of damages. For that reason, RVezy offers a commercial insurance policy to our owners, at no additional cost.

  To apply for this coverage, head to the Insurance section of your listing and simply fill out the insurance application. If it's approved, you'll be all set! If it's not approved, you'll be prompted to contact our customer support team.

   

  Please note that insurance coverage is separate from roadside assistance and that both services offer different types of coverage. You can consult the Roadside Assistance section of our Help Center for more information.

   

  Coverage

  For RVs registered in Canada

  Our insurance policy covers the following in Canada:

  • $2m Third Party Liability Coverage
  • Collision & Comprehensive
  • Physical Damages
  • Fire, Theft & Vandalism

  For RVs registered in the United States

  Our insurance policy covers the following in the United States:

  • $1m Third Party Liability Coverage
  • Collision & Comprehensive
  • Physical Damages
  • Fire, Theft & Vandalism

   

  Exceptions

  For RVs registered in Canada

  For owners on the platform with an RV registered in Canada, our insurance coverage applies to all trailers registered in any of the Canadian provinces and territories.

  It also applies to motorhomes registered in the provinces of British Columbia, Ontario, Alberta, Quebec, Newfoundland, and Nova Scotia. If you own a motorhome registered outside of those provinces, you will be responsible as the RV owner for having adequate insurance coverage on your motorhome for private rentals.

   

  For RVs registered in the United States

  RVs registered in any state are eligible to qualify for our insurance coverage, with the exception of motorhomes registered in the state of New York.

   

  How does it work?

  If your insurance application has been approved, every rental you have on RVezy will be covered by this policy. This coverage is mandatory for the renter, meaning they cannot remove it. It also applies automatically to make the process as worry-free as possible.

  Note that you should still have your own personal insurance policy to cover your RV while it's in your possession. As soon as your RV is on a rental, our commercial coverage will take over and protect your RV for the duration of the rental only.

   

  Requirements

  In order to qualify for RVezy's commercial coverage, your RV must meet the following conditions, among others.

  For RVs registered in Canada:

  • Motorhomes should not be older than 20 years when listed on the website
  • Motorhomes must be valued at less than CAD $150,000
  • Trailers should not be older than 25 years when listed on the website
  • Trailers must be valued less than CAD $100,000
  • RVs should not be traveling in the prohibited travel areas
  • Special approval needed for vintage models

  For RVs registered in the United States:

  • Motorhomes should not be older than 20 years when listed on the website
  • Motorhomes must be valued at less than USD $150,000
  • Trailers should not be older than 25 years when listed on the website
  • Trailers must be valued at less than USD $100,000
  • RVs should not be traveling in the prohibited travel areas
  • Special approval needed for vintage models

   

  For more information about RVezy's insurance coverage, you can check the Insurance and Protection page.
  

• How can I refund money to a renter?

  As an owner, there may be situations in which you'd like to offer a refund to your renter due to an inconvenience or a mishap that took place during their trip with your RV.

  To allow you to seamlessly send money to the renter through the platform in a secure and transparent manner, you will now be able to do so with the Send Money feature that will be visible on your booking details. This will replace the previous process of owners needing to open a dispute to refund their renters, and will instead allow for more self-service between owners and renters. 

   

  When can an owner send money to a renter?

  Owners will be able to use the Send Money feature once the booking is in the Trip Started stage, all the way until the booking is Completed. Money can be sent to renters up until 45 days after a trip is completed.

   

  How do I use the Send Money feature?

  To access the Send Money feature, click on the booking details of the renter who you'd like to refund. You can find the booking details by locating the booking under the Bookings tab or in your Calendar. Under your payout amount, you will be able to click on the Send money button.

  

  You will be brought to a new page where you will need to enter the amount of the refund as well as the reason for the refund.

  

  Both fields are mandatory in order to proceed with the transaction. The minimum amount that can be sent is $20.00, while the maximum amount is the amount of your payout for the booking.

   

  Once you have added the amount and reason, click on Send money. You will be prompted to confirm the transaction. If you have changed your mind or would like to make some modifications to the amount or reason, you can hit Cancel. Otherwise, click the Confirm button to process the transaction.

   

  

   

  Once you've clicked Confirm, you will be taken to a page that will confirm that the money has been sent to the renter and will be withdrawn from your bank account within the next 2-3 days. The renter will be notified of this change with a push notification, as well as an email.

  

   

  Can I send money to the same renter more than once?

  Yes, you can send money to a renter as many times as you'd like. However, you will not be able to send more than the total payout amount for the booking.