Adjust or cancel bookings before or during the trip.

• What is the cancellation policy for guests?

  RVezy enforces a cancellation policy that ensures a fair and equitable process for both guests and hosts. 

   

  Guest cancellations

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

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

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

  The guest 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 host will receive a payout of 50% of the rental amount minus the RVezy service fee and its tax.

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

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

  24-hour grace period: 

  Guests are entitled to get a full refund if they cancel within 24 hours from the time the host accepts the booking. The host 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 the host accepts the booking.

   

  Host cancellations

  If cancelled by the host at any time:

  The full amount paid will be refunded to the guest, including all fees and taxes. 

  You can view this article for more information on our host cancellation policy.

   

  Add-ons, Cleaning fees, Insurance, & Roadside

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

   

  Natural Disasters

  If your trip is unable to take place due to a natural disaster (flood, forest fire, etc.), you have two options to proceed:

  1. Contact the RV host to advise them of the situation and discuss the possibility of postponing your trip to a later date.
  2. If your trip cannot be postponed and must be cancelled, the RV host will have to cancel the booking and contact RVezy for the cancellation penalties to be waived. As a guest, you will receive a full refund of all fees paid. 

  If you require further assistance, please contact us.

  
  
  Please note that RVezy does not cancel bookings on behalf of users at their request. If a host or guest wishes to have a booking cancelled, they will need to log in to their account and cancel their booking through the booking details page. After clicking on the Cancel button, users will have to read and acknowledge the cancellation policy before confirming their decision to cancel the booking.
  
  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.

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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 guest, 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 host. Changes to trip protection plans will not need to be approved by the RV host.

   

   

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

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

  

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

  

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

  

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

  • Number of guests
  • Add-ons selection

  

  If you click on Change delivery, you'll be able to add or remove delivery and update your delivery destination if needed.

  

  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 host. 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 host has accepted or declined your request. If the host 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 plan

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

  

  From there, you'll be able to choose any of the available protection plans.

  

  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.

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• How will I be refunded if a host cancels my booking?

  In the unfortunate event that a host cancels your booking, you'll have the option to be refunded through your original payment method or in the form of RVezy credits. You can select one of these two options for 48 hours following the cancellation. After 48 hours, a refund will be automatically issued to your original payment method.

   

  Selecting your refund method

  When your booking is cancelled by the host, you'll receive an email to notify you and inform you of your refund options. You can either click through that email, or simply log in to your RVezy account and head to your booking details page. On the app, click the "action required" button and then select your refund option. 

  

   

  RVezy credits

  If you choose to be refunded in the form of RVezy credits, not only will you be refunded the full amount paid, but you'll also get an extra 10% in credits to help you find another RV! The credits will be immediately available to be used towards your next rental - no need to wait for a refund to be processed.

   

  Original payment method

  If you choose to be refunded to your original payment method, you'll receive a refund of the full amount paid at the time of cancellation. The refund will take 5-7 business days to be processed and returned to your card.

   

   

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• What do I do if my booking needs to be cancelled?

  We understand that some unforeseen circumstances may arise that can lead you to have to cancel your booking. 

  In the event that you need to cancel your booking, the first step would be to read and familiarize yourself with our cancellation policy so that you can make an informed decision.

  Next, consider alternative options that might eliminate the need for a cancellation, such as rescheduling for different dates, or alternative delivery/towing arrangements. Talk to your host to see if you can find a solution.

  After you have read the policy and have confirmed that you still need to cancel your booking, you can cancel it by heading to your booking details page. In your RVezy App click "Trips" and select your booking.

  

  Scroll to the bottom to the "Manage you booking" section and click on the Cancel button. You'll be presented with a breakdown of your refund and will be asked to provide the reason for the cancellation. Once this is entered, you will need to click on Cancel again to confirm your cancellation. 

  

  By cancelling your booking, a series of automated transactions* will be triggered by our system, including in some cases a payout to the host. These transactions cannot be reversed, which is why you must be extremely sure of your decision before officially cancelling your booking. 

   

  Please be aware that the cancellation policy will apply differently based on who is cancelling the booking, either the host or the guest. The system will not take into account who may have requested one party to cancel or which party had the intention to cancel, but simply who performed the act of cancelling the booking. 

  This means that even if you are instructed by the other party to cancel the booking on their behalf, the cancellation policy will apply based on who clicked the Cancel button. If you receive this type of request, please do not cancel the booking and contact us or call us on 1-855-697 8399.

  *Any refunds related to a cancellation -if applicable- will need 3 business days to appear on the credit card statement.

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• How are the days in the cancellation policy counted?

  The cancellation policy of our booking system operates on a 24-hour basis. This means that the number of days in the policy is calculated in 24-hour periods.

  Let's say you have made a booking with a start date of August 15th. In this case, the 7-day cancellation deadline will start on August 8th at 12am. 

  If you want to determine the number of days remaining before the start of your booking, there are various useful online tools available that can assist you with this calculation. These tools can help you accurately calculate the number of days between two given dates, allowing you to plan accordingly.

   

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• Can I cancel my booking within 24 hours of my first payment?

  As a guest, you will be given a period of exactly 24 hours from the time of your first payment to cancel your booking without penalty. If you cancel within this period, you will receive a full refund* of all fees paid.

  Please note that this 24-hour grace period is strict to the exact time of payment. No exceptions will be made for cancellations made outside of this period.

  The above applies only if the time of cancellation is more than 24 hours from the start of the trip.

  *REFUNDS: Once refunds are activated they will need 3 business days to appear on the credit card statement

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• What happens if I cancel my booking by mistake?

  If you have accidentally cancelled your booking and you still intend to rent this RV for your trip, you should immediately alert the RV host so they can make sure to keep your trip dates open in their calendar. You should then contact us so we can help you re-book the RV.

  In the event that a payout has been issued to the host as per our cancellation policy, RVezy reserves the right to handle these situations on a case-by-case basis.

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• Will I be compensated for any expenses incurred if the host cancels my booking?

  Host cancellations are not common on RVezy, but in the event that they do occur, it is important to note that RVezy has no control over these cancellations. If a host cancels your booking, you will receive a full refund of all fees paid, in accordance with our cancellation policy. You can find more information about our cancellation policy here. If you experience a host cancellation, we understand that it can be frustrating and inconvenient. However, we are here to assist you in finding another RV for your trip. Simply contact us and we will do our best to help you find a suitable alternative.

  It is important to note that RVezy cannot be held responsible for host cancellations and we are unable to offer any compensation for expenses resulting from those cancellations. Our platform's primary function is to connect hosts with RV enthusiasts, providing guests with a safe and affordable way to travel. We strive to create a reliable and trustworthy platform, but unfortunately, unforeseen circumstances can arise that are beyond our control.

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• What happens if the host cancels my booking without a valid reason?

  RV hosts should always have a valid reason for cancelling a booking and should notify you as quickly as possible if they are required to cancel.

  The host will be required to provide a valid reason for the cancellation. If a valid reason cannot be provided, the penalties mentioned in section 9.2 of our terms of service may apply.

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• What happens if the RV is not as advertised and I want to cancel?

  If you are picking up an RV for your rental and find that it is not as advertised, we understand that you may wish to cancel your rental. 

  In this case, the first step would be to thoroughly document the condition of the RV through photos and videos, so you can demonstrate why it is not as advertised.

  You should also share your concerns with the host to see if they are able to accommodate you and discuss the possible next steps with them.

  Lastly, you should contact us so we can assess the situation and help you determine the next steps. These are addressed on a case-by-case basis. Remember, it is important to act promptly and communicate your concerns effectively. By documenting the condition of the RV, discussing the issue with the host, and contacting us, you increase the chances of reaching a satisfactory resolution.

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• What happens to my RVezy credits if the host cancels my booking?

  If you have paid for a booking using RVezy credits and the host later cancels your booking, all of the credits used will be returned to your account and reflected in the Profile section of your account.

  To see your credits in the App, click "More" from the bottom toolbar, then "account settings". 

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