1. Our Commitment to Reliability
At Indie Campers, we foster a trusted community built on mutual commitment between travellers and hosts. When a host confirms a booking, travellers depend on that confirmation to finalise their travel plans. We recognise that unforeseen circumstances may arise; however, cancellations can significantly impact a traveller's experience and the overall reliability of our marketplace. This policy outlines our approach to host cancellations, including traveller refunds, applicable fees, and circumstances under which penalties may be reconsidered.
2. Traveller Protection: Full Refund Guarantee
If a host cancellation occurs, Indie Campers will first endeavour to locate a comparable alternative vehicle that meets the traveller’s original booking criteria and budget.
Should an acceptable alternative not be available, the traveller will receive a 100% refund of all amounts paid, including:
- Rental price
- Indie Campers service fee
- Insurance premiums
- Any add-ons or extras
Travellers are fully protected in the event of a host cancellation.
3. General Guidelines for Host-Initiated Cancellations
If a host cancels a confirmed booking, or is determined to be responsible for a cancellation:
- The cancellation will be recorded on the host’s account.
- A cancellation fee will generally apply.
- The host will not receive a payout for the cancelled booking.
Penalties may be waived if the host can provide documentation demonstrating that the cancellation resulted from circumstances beyond their control, as outlined in Section 6.
4. Host Cancellation Fees
When a host cancels a confirmed booking, a cancellation fee may be applied by Indie Campers. The cancellation fee is aligned with the revenue affected by the cancelled booking.
5. Managing Repeated Cancellations
To ensure a dependable marketplace for travellers and committed hosts, Indie Campers employs a progressive approach to repeated cancellations without valid cause. Consequences may escalate as follows:
- First cancellation:
- Cancellation fee
- A courtesy reminder of our policy
- Second cancellation within 3 months:
- Cancellation fee
- Reduced listing visibility in search results
- Third cancellation within 12 months:
- Possible temporary suspension of listing
- Account review for continued marketplace participation
Frequent cancellations may affect your standing as a host and could result in permanent removal from the platform.
6. Extenuating Circumstances for Penalty Waivers
We understand that exceptional situations occur. Hosts may request a waiver of cancellation fees by submitting valid documentation showing the cancellation was unavoidable. Acceptable circumstances include:
- Vehicle accident or significant damage
- Major mechanical failure (supported by a mechanic's report)
- Serious illness or medical emergency involving the host or immediate family
- Natural disasters, severe weather, or official road closures
- Other force majeure events outside the host’s control
Documentation must be emailed to rentmyrv@indiecampers.com within 14 days of the cancellation.
Accepted documentations are:
- Mechanic’s report confirming a major mechanical failure
- Repair invoice or service diagnosis showing the vehicle was not drivable
- Police accident report (in case of an accident)
Insurance claim document related to vehicle damage - Tow truck or roadside assistance report
- Medical certificate or doctor’s note (host or immediate family)
- Hospital or emergency admission document
- Official government or authority notice (road closures, severe weather, natural disasters)
Insurance force majeure confirmation - An official legal or authority document proving the event was unavoidable
7. Situations Not Eligible for Waivers
To maintain fairness and reliability, penalties will not be waived for cancellations due to:
- Double bookings or calendar management errors
- Incorrect pricing or rate adjustments
- Changes in personal availability or plans
- Preference-based decisions regarding the traveller
- Vehicle unreadiness or inadequate preparation
Hosts are responsible for maintaining accurate calendar availability and ensuring their vehicle is prepared for confirmed bookings.
Thank you for partnering with Indie Campers to create memorable journeys for travellers. Your commitment helps strengthen our community and ensures a positive experience for all.