Payment, Fees, and Taxes
Learn how payments, refunds, and processing fees work for rentals.
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What is the security deposit and how does it work?
The security deposit is an amount set by the RV host for every rental. As a guest, the security deposit will appear as an authorized transaction on your credit card three days before the start of your trip.
RVezy will place an authorized hold on the amount of the security deposit for up to 30 days. Once the 30 days have passed OR once the booking has been completed, the hold will be cancelled. 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 an insurance claim to be used towards your selected deductible.
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How can I request a refund from the host after my trip?
We know that sometimes unforeseen situations can arise, and you might need to request a refund from your RV host. Don't worry, our Request Money feature is here to help!*
In this article, we'll walk you through the step-by-step process of requesting a refund, so you can focus on enjoying your RV adventure. Let's dive in!
Step 1: Access the booking details page
First things first, you'll need to locate the details of the booking in question. Simply log in to your RVezy account on the website*, head to the Trips section and click on the booking.
* request money is not currently available on the app
Step 2: Initiate the Request Money process
Scroll down the booking details page until you find the "Manage Booking" header. Here, you'll see the "Request Money" option which you'll need to click.
Step 3: Enter the required information
Now it's time to provide some details. Enter the amount you'd like to receive from the host as well as an explanation for your refund request. This will help your host understand your perspective and assess the situation accordingly.
Step 4: A friendly chat with your host
After you've entered the necessary information, our platform will send an automated message to your host. This message will show up in the conversation between you and your host, which keeps everything transparent and easily accessible.
At this point, you can take the opportunity to provide more information regarding your request, or send photos to the host if needed. You can then discuss your request with the host to find some common ground.
Step 5: Host's response and sending money
Your host has 48 hours to action your request. If they agree with your refund request, they can use the "Send Money" feature in their RVezy account to send you the reimbursement. Easy-peasy, right?
Step 6: What if the host doesn't respond?
We hope your host responds quickly and cooperatively, but we also understand that things can sometimes slip through the cracks. If your host hasn't taken action on your request within 48 hours, you'll receive an email from RVezy to let you know.
This email will present you with two options: You can choose to drop the request or pursue reimbursement by getting RVezy involved. We're here to help facilitate and ensure a fair outcome for both parties.
And there you have it, folks! The Request Money feature is designed to make sure you have a seamless experience when requesting a refund from your RV host. Don't forget, the RVezy team is always here to support and assist you in your RV adventures. Happy travels!
*Please note: The Request Money feature is only available for 30 days after the end of your trip. -
What should I do if a host requests additional fees after the trip?
For up to 30 days after your trip has ended, the host will be able to request additional fees. This could be for damages, extra mileage, generator or propane usage, and more.
When the host requests these fees, you’ll be notified and prompted to review them through your RVezy account. Simply access the booking details page and click on the banner at the top of the page to view the request.
A new window will open where you can view the requested fees, the explanation provided by the host, and the evidence they included.
After reviewing their request, you can either accept it or dispute the fees. If you choose to dispute the fees, a member of our support team will contact you within 1 to 2 business days. After they’ve collected and reviewed evidence from both parties, they’ll come to a resolution.
Note that you will have 48 business hours to accept or dispute the requested fees. If you do not take action within 48 business hours, the fees will be automatically charged to the card on file.
You can read more about the dispute process here.
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Where can I find the invoice for my booking?
After your booking is completed, you will receive a final booking invoice. The invoice provides a summary of each fee paid for your rental and the payments that were made.
It can be accessed by accessing your RVezy account and going to My Trips > Completed and looking under My Booking Documents.
The PDF document can be downloaded and printed to keep for your records.
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What is the payment schedule for my rental?
The total payment due for a rental will be split into different installments, depending on how far in advance the trip is booked.
If you pay for your booking more than 37 days before the start of your trip:
- You will be required to pay an initial deposit of 25% of the full amount upfront in order to confirm your booking and reserve this RV for your trip.
- Then, 37 days before your trip is set to begin, the remaining balance of 75% will be charged to your card on file.
If you pay for your booking less than 37 days before the start of your trip:
- You will be required to pay the full rental amount immediately in order to confirm your booking and reserve this RV for your trip.
You can find you payment schedule by opening the booking details page and clicking " payment details".
For all rentals, your security deposit will be charged three days before the start of your trip.
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What is RVezy's service fee for guests?
When planning your RV adventure, it's important to understand the fees associated with your booking. RVezy's service fees ensure a seamless and secure rental experience while covering the costs of essential services. Below, we break down how the service fee works and what it covers to help you better plan your trip.
RVezy's Guest Service Fee
A percentage service fee applies to the total amount of the rental. This includes the rental amount, the cleaning fee, any add-ons selected, and roadside assistance. The percentage is determined on a number of factors, including lead time to the booking, RV availability, vehicle value, and trip duration.
Additional fees requested by the host after the trip are subject to a 5% transaction fee (including damage fees). The transaction fee is used to cover the costs associated with processing the necessary transactions for the host and the guest.
Minimum Service Fee
Motorhome rentals are subject to a minimum service fee of $15 per night, and trailer rentals are subject to a minimum service fee of $10 per night. If the percentage service fee for a rental totals less than $15 per night for motorhomes or $10 per night for trailers, RVezy will apply the minimum service fee instead.
The percentage service fee will still apply to the rental amount, add-ons, and closing charges.
What It Covers
RVezy's service fee allows us to provide a platform designed to help you rent an RV for your trip with ease and peace of mind. The services rendered by the platform include booking management, secure payment processing, verification of hosts and RVs, and support from our customer service team, among other things.
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How can I apply a promo code to my booking?
Keep an eye out for promo codes and special offers on our social media channels and in our newsletter. Make sure to follow us on our social media to stay updated!
If you wish to use a promo code to get a discount on your next trip, you can apply it to your booking when you are ready to make your payment. On the payment page, locate the Have a promo code? button under the credit card number field. Fill out the field with your promo code and hit Apply.
Once the promo code has been successfully applied and your payment has been made, it will no longer be possible to remove or change the promo code.
Note: Promo codes are only valid for a certain period of time and cannot be applied after a payment has been made.
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Can I pay for my rental outside of the platform?
As a guest, it is crucial that you never agree to pay a host outside of the RVezy platform, whether for the entire rental amount or additional services related to your rental. This is important because it allows us to monitor the transactions and ensure their legitimacy. By conducting transactions within the platform, we can provide a level of security and protection for both guests and hosts. RVezy cannot be held responsible for any issues with the payment or rental if payments are made directly to the host.
If a host requests that you make a payment outside of the RVezy platform, we strongly encourage you to contact us immediately. By informing us of such incidents, we can take appropriate action and ensure the safety and security of our users.
According to section 10.5 of our terms of service, we strictly prohibit payments made by cash, e-transfer, Bitcoin, or any other direct methods. This policy is in place to maintain the integrity of the platform and protect our users from potential fraudulent activities. Additionally, engaging in these activities may result in suspension from the platform.
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What does it mean if my payment failed?
The most common reasons why payments fail are because the transaction was blocked by your bank, or because there are insufficient funds on the card provided. You can see the failure reason in your RVezy account.
You can re-attempt a failed payment by accessing your RVezy Dashboard on the app or the website and clicking on the notification:
This will allow you to re-enter your card information to try your payment again. You can also enter a new card at this step if you wish to do so.
If your encounter further issues, please contact us. Our customer support team will be able to find out why the payment failed and will help you resolve the issue.
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Does RVezy charge guests tax?
Renting an RV located in Canada
If you're renting an RV located in British Columbia, Saskatchewan, or Quebec: You'll be charged a federal tax applied to the RVezy service fee, roadside assistance (if applicable), and protection plan (if applicable), as well as a provincial tax applied to the entire booking cost.
If the host you are renting from has set up a tax account to collect their own sales tax, you may also be charged the host's federal sales tax (GST) on the rental amount and add-ons.
If you're renting an RV located in any other province or territory: You'll be charged a tax applied to the RVezy service fee, roadside assistance (if selected), and protection plan (if applicable) based on the location of the RV you are renting.
If the host you are renting from has set up a tax account to collect their own sales tax (GST and/or PST), you will also be charged the host's tax on the rental amount and add-ons based on their province of residence.
Renting an RV located in the United States
As an American guest, you will be charged tax on the rental amount, selected add-ons, roadside assistance (if selected), insurance (if applicable), and RVezy service fee based on the location of the RV you are renting.
Currently, RVezy only charges tax on rentals occurring in the following states:
- Arizona
- Colorado
- Florida
- Georgia
- Michigan
- Nevada
- North Carolina
- Ohio
- Oklahoma
- Pennsylvania
- Tennessee
- Texas
- Utah
- Washington
If the RV you are renting is located outside the above States, you will not be charged any tax on your rental.
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How do I change my payment method?
If you'd like to change the card on file for an upcoming payment, or you'd like to verify the card information we have on file, you can do so on the app by clicking "more" in the bottom right corner, then clicking "Payment methods".
You'll see the type of card, the last four digits of the card, as well as the expiration date. You'll also see which booking is associated to that card.
To change your payment method, simply click on Update and enter your new card information:
If one of your payments has failed and you wish to try the payment on a different card, access your RVezy Dashboard and click on the notification:
You'll be able to enter your new card information and retry your payment from there.
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Are there any discounts for longer rentals?
Hosts can offer weekly and monthly discounts to encourage longer rentals. The weekly discount applies to rentals of 7 nights or more, and the monthly discount applies to rentals of 28 nights or more.
If the host has set any discounts, you will be able to see them on the listing page, under Rates.
After entering your dates, the total rental amount will be automatically adjusted to reflect the discount. Note that the host can still offer you a different discount or nightly rate by sending you a special offer.
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What methods of payment are accepted?
At RVezy, we offer convenient payment options to make your booking process seamless. We accept payment by credit card or debit Visa cards, ensuring that you have flexibility in choosing your preferred payment method.
When it comes to credit cards, we accept all major types, including Visa, MasterCard, and American Express. This allows you to use your preferred credit card for your booking, giving you peace of mind and convenience.
However, it's important to note that we do not accept certain forms of payment. We do not accept e-transfer, PayPal, cheque, prepaid cards, or any other alternative payment methods. Our focus is on providing a secure and reliable payment process, and therefore, we stick to the widely recognized and trusted credit card payment system.
In addition to credit card payments, we also accept payment facilitated by Apple Pay or Google Pay. However, it's worth mentioning that the payment method within Apple Pay or Google Pay must conform to the guidelines listed above.
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What happens if a host requests fees over the security deposit?
After the trip has ended, the host will be able to request additional fees if needed. This includes charges for any damage that may have occurred during the trip.
If the amount of the damage charges is greater than the amount of the security deposit and the host has qualified to use RVezy’s insurance, the host will be prompted to submit an insurance claim.
You can consult this article for more details on the process of submitting an insurance claim: What is the insurance claim process? Once the claim is opened, the host and the guest would then be contacted by our claims team for more details.
If the amount of the other requested fees (mileage, generator, and other) is more than the guest's security deposit, or if the amount of the damage charges is more than the guest's security deposit but the host is not qualified to use RVezy's insurance, the guest will be able to accept the charges and the additional amount will be charged to the credit card on file.
If the guest does not accept or dispute the requested fees within 48 business hours, they will be automatically charged to the card on file. If the guest disagrees with any additional fees requested by the host, they will be able to open a dispute. -
Can I negotiate the price of the rental?
Hosts have set pricing for their nightly rate and add-ons, however many of them do offer weekly and monthly discounts.
There is also the possibility to send a booking request to the host and inquire about possible discounted rates. We encourage you to have a discussion with them about this to see if you can come to an agreement.
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What is included in my rental invoice?
The total price of renting an RV on RVezy is based on the nightly fee set by the host, which is the rental amount, as well as other fees determined by the host and RVezy. This may include:
- RVezy service fee: This is a fee charged by RVezy to cover the cost of maintaining our platform as well as offering you support from our dedicated customer service team.
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Cleaning fee: This is a fee charged by most hosts to help cover the cost of cleaning and preparing their RV before and after each rental.
- This does not mean that you can return a dirty RV, as you are still responsible for cleaning it: Who is responsible for cleaning the RV?
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Add-ons: Many hosts offer various add-ons that you can include in your booking.
- These are usually optional and can be selected based on your needs for your trip: Is it mandatory to select the add-ons?
- Protection Plan: RVezy offers roadside assistance and insurance coverage for your trip at an additional cost. If a host has qualified to use this coverage for their RV, this means you will be required to pay a fee for the protection plan as the guest. We offer different protection plans that can vary depending on your trip details.
- Taxes: A sales tax will be charged to you as a guest based on the province or State where the RV is located. For Canadian guests, the RV host may also charge you their own sales tax (provincial and/or federal, depending on the province where the RV is located).
- Security deposit: The RV host will set a security deposit for their RV which will be charged three days before the start of your trip.
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Can I be refunded on a different card?
As per Know Your Customer (KYC) legislation to help governments prevent money laundering and fraud, refunds must be processed on the same card that was used for the payment.
If this card is no longer active or your account is closed, once the funds are deposited into the account, you can contact your bank and check what your options are to withdraw the funds.
If your card has been reported as lost or stolen, the funds will be automatically transferred internally by your banking institution into your new credit card.
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How can I apply my available credits to my booking?
If you have received RVezy credits in the past, your balance will be visible in the Profile section of your account.
Once you are ready to pay for your booking and have entered your credit card information, you will see on the right-hand side of the screen that the credits will be applied automatically and your balance due will be updated to reflect your credits. If you do not use all of your credits on your first payment, the remainder of your credits will be used towards your next payment.
Credits cannot be used to pay for your security deposit, for your deductible, or for post-booking charges. Credits issued from a Canadian booking cannot be used towards a US booking and vice versa. Note that RVezy credits are only valid for up to 24 months after the issued date.
For more information about payments, you can read the following article: How do rental payments work?
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How much time do I have to pay for my booking?
If you entered your credit card information when your booking request was sent, your payment will be made automatically once the host accepts your booking request.
If you have not already provided your payment details, you will have approximately 48 hours to make a payment and confirm the booking. If you fail to make payment in this time frame, the booking will expire.
If your payment fails, you will be notified and you will be able to retry the payment from your account. If you do not retry your payment successfully within 48 hours, the booking request will expire. If you still wish to rent the RV, you will need to send a new request to the host.
For more information regarding the payment schedule, please refer to this article: How do rental payments work? -
Can my payment be transferred to another booking?
Every payment is associated with a specific booking and its unique details, which means payments cannot be transferred from one booking to another.
If you need to cancel your booking and replace it with a new one, you will have to pay for your new booking.
Please contact us if you are intending to cancel your booking to discuss your options and get assistance from our customer support team.
