A. Introduction

Customer Satisfaction Commitment

At IndieCampers, customer satisfaction is our top priority - it is embedded in our core values and our operating principles.

Since the beginning of our company, our mission has been the same: to make roadtrips accessible to everyone, at the best service and value. In doing this, your happiness has always been our top priority, so that you can have an amazing experience and create lasting memories on every single roadtrip. Fueled by our shared passion for the open road, we have grown into the world’s largest roadtrip provider, an achievement made possible by travelers like you. We are thrilled to welcome you into our community and to support your adventures for many years to come, wherever the road leads.

We aim to be the best service provider in the industry and we are committed to your satisfaction.

We strive to provide a great service at every step of your journey, rooted on principles of transparency, safety and fairness.

As most of the customers are first-time users and campervans can be complex to master, guaranteeing satisfaction is not an easy feat in our industry. In order to keep our promise, we have designed the terms and conditions of this agreement that regulate Indie Campers’ responsibilities and service levels and what we expect from you so that we can ensure the next traveller can enjoy its experience, as much as you. You must read them and respect them.

Our commitment is to honour the duties upon which our service is based on and that are written in this document. We commit to continue to be there for you even if we fail. During peak times when thousands of travellers are hitting the road at once, our delivery may fall short of your expectations. In those moments, our commitment is to make things right and find solutions as fast as possible so that you can keep enjoying your roadtrip. If we do not abide by the service levels that we have set ourselves to deliver, we vouch to make amends and apply a structured and consistent compensation where we fall short.

In case you experience any issues before, during, or after your trip, please reach out to us: we are ready to assist you. We have multiple channels at your disposal: your client area, on-the-road assistance messaging channels, live chat, phone, or email. Learn how to reach us here.

Best regards,

Indie Campers management team

1. Scope

These Terms and Conditions - Rental Agreement - define your entire journey when contracting with us for the rental of a vehicle. The Rental Agreement is structured to provide a comprehensive framework governing the rental of vehicles from us. It sets out the applicable terms and conditions across all phases of the rental process, including booking, vehicle pick-up, use of the vehicle, and its return. It further defines the respective rights, obligations, and post-rental responsibilities of all parties to the Agreement.
 

1.1. The Rental Agreement ensures both parties understand their rights and obligations before, during and after the booking period.

1.2. These Terms and Conditions are cumulative with the Platform Terms and Conditions - to check upon them, please check this document here Indie Campers Group Platform T&C's

1.3. The Rental Agreement applies to all Users of the Platform upon registration in the Client area that wish to perform a Booking. Users are required to expressly accept these conditions as part of the registration process. Failure to accept the Rental agreement will prevent the User from completing any Booking or entering into any rental transaction.

2. Definitions

For the purposes of these Terms and Conditions, the following definitions shall apply:

A. “Booking” means the moment you inform us of your intention to rent an Indie Campers’ vehicle within a determined category for a specific period of time.

B. “Check-in” refers to completing the check-in process through our website before arriving in person, by confirming the reservation and providing/confirming required details, so the service can be prepared and access/entry can be issued.

C. “Check-out” means formally ending the rental;

D. “Check-out Process” means all the procedures and requirements outlined in Section “Drop-Off” and following are needed to formally complete the Drop-Off Process.

E. “Client area” refers to the interactive user portal through which the User manages their account, modifies booking data, and accesses support services or supplemental travel documentation.

F. “Contract signature” may refer to two different situations, depending on context, as such: Accepting the terms and conditions for the rental agreement upon registration in the Platform or signing a copy of the rental agreement at the moment of pick-up.

G. “Customer Satisfaction Commitment Framework” means the operational framework defining Indie Campers’ service standards, service levels (SLAs), resolution principles, and compensation rules applicable to the rental experience, as published online

H. “Damages” means any condition that affects the vehicle functionality or physical condition of the vehicle.

I. “Depot” refers to our locations which can be found on our website, in which you must do their pick-ups and drop-offs of the vehicles.

J. “Drop-off” means the moment in which you return the vehicle to us.

K. “Drop-off Process” as the meaning given in Clause “Drop-off process”.

L. “Drop-Off Requirements” as the meaning given in clause “Drop-Off Requirements - Your Obligations” and “Drop-Off Requirements - Our obligations”.

M. “Energetic condition” refers to all energy-related systems required for its proper operation and comfort, including fuel levels, AdBlue, and battery charge. These systems ensure the vehicle’s functionality during the rental period.

N. “Fees and Compensation table” or just “Fee Document” means the online document in which all fees, compensations and Services Levels are determined, which can be found at:
https://help.indiecampers.com/hc/en-us/articles/32931649517713-Fee-Document;

O. “Force majeure” refers to  (a) acts of God; (b) flood, fire, earthquake or explosion; (c) war, invasion, hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest; (d) government order or law; (e) actions, embargoes or blockades in effect on or after the date of this Agreement; (f) action by any governmental authority; (g) national or regional emergency; (h) strikes, labor stoppages or slowdowns or other industrial disturbances; (i) epidemic, pandemic or similar influenza or bacterial infection; (j) emergency state; (k) shortage of adequate medical supplies and equipment; (l) shortage of power or transportation facilities; and (m) other similar events beyond the reasonable control of Indie Campers.

P. “Journey” means the entire process from the first time you visit our website until the moment where all obligations, duties and entitlements terminate for both parties.

Q. “Maximum Delay Notification Period” means three (3) hours of the agreed pick-up time after the scheduled pick-up time or by the end of the depot working hours on the pick-up day (whichever is earlier).

R. “No-show” is when you fail to appear for the Pick-Up within the Maximum Delay Notification Period, without providing a reasonable justification.

S. “Online reservation” has the same meaning as “booking”.

T. “On-trip” refers to the period after pick-up and before drop-off.

U. “Personal data” means any information that relates to an identified or identifiable living individual (data subject).

V. “Pick-up” means the moment in which you physically pick up the vehicle in the agreed location;

W. “Platform” refers to our website;

X. “Protection plan” means a service that limits your liability for damages incurred during the rental period.

Y. “Rental agreement” refers to the agreement entered into when reserving a vehicle from us.

Z. “Rental period” means the period between pick-up and drop-off of the vehicle.

AA. “Reservation” refers to the same as “Booking”.

BB. “Security deposit” has the meaning given in clause “Security Deposit”.

CC. “Traveller” means customers that made an online reservation with us;

DD. “Us," or "We," refers to the Indie Campers Group, which operates the brands Indie Campers, Bunk Campers, and Just Go (the latter two specifically in the UK and Ireland);

EE. “User” means all potential and actual customers that use our website, before making a Booking with us.

FF. “Vehicle validation” refers to the process that you must go through at the moment of pick-up.

GG. “You” refers to you, the Client

B. Booking

3. Booking

3.1. We provide a specialized platform that allows you to make a reservation for your roadtrip.

3.2. We provide you, at the time of reservation, with flexible payment options that are integrated with our cancellation policies, thereby ensuring a streamlined and hassle-free experience for you.

3.3. While creating a reservation, you may opt to partial the booking payment. In such circumstances, you must make an initial payment of 50% of the booking value, while the remaining must be settled through a one-time second payment, made until 30 days prior to the pick-up date. The completion of the second payment is essential to ensure the reservation’s validity. Failure to fulfil the second payment will result in automatic cancellation of the reservation, without any entitlement to a refund.

3.4. For all reservations made within 30 days of the selected pick-up date, the total reservation value must be paid upon reservation.

3.5. In the event that additional services are added to the reservation or modifications are made that increase the booking value, the corresponding additional payment must be made immediately upon request. This ensures the effective inclusion of the requested services within the scope of the reservation.

3.6. If additional services are added or modifications are made resulting in a decreased booking value, the refundable amount in the case of cancellation within 30 days and 1 day before the pick-up date will be proportionately adjusted. Whenever you are entitled to a refund, we shall process a transfer of the amounts to your account within 5-10 business days.

4. Cancellation Policy

4.1. This cancellation policy governs the cancellation and refund procedures for reservations made with our rental fleet. By making a reservation with us, you agree to comply with the terms and conditions outlined in this Clause. 

4.2. We offer two cancellation options that define the refund conditions applicable when a booking is cancelled. Each option sets the refund amount based on the time remaining before the scheduled pick-up date, with different rules and refund levels applying at different cancellation stages, as such.

4.2.1. Basic Cancellation Option 
You are entitled to a 5% refund of the booking amount if the cancellation is made more than one day prior to the scheduled pick-up date. No refunds will be issued for cancellations made on the same day as the pick-up date. To select this option, you do not have to pay an additional amount.

4.2.2. Flexible Cancellation Option To select this option, you must pay a flexible cancellation upgrade optionthat varies from location to location, timing of the rental and vehicle selected, which will be presented at the time of reservation. When you select this option while making your reservation, you must pay 50% of the Booking price at the moment of reservation and the remaining must be paid until 30 days before pick-up. If you chose this option you will be entitled to the following refund for cancellations:

4.2.2.1. Full refund if the booking is canceled more or equal than 30 days before pick-up;

4.2.2.2. 50% if the booking is canceled more than 7 days and less than 30 days before pick-up;

4.2.2.3. 5% refund if the booking is cancelled less or equal than 7  and more than 1 days before pick-up.

4.2.2.4. The refund is calculated on the total booking value, including all services added or subcontracted up to the cancellation date.

4.3. Without prejudice to the provisions of the preceding clauses, you are entitled to a voucher (valid for 12 months) if any of the events below are notified to Indie Campers up to 72h prior to the pick up schedule time:

4.3.1. Serious illness / death of one of the occupants, or first degree relatives (e.g parents or sons). To claim this, you must notify the company prior to the pick-up day and present an eligible  certificate of death, certified by authorities. Only after submitting such a certificate and its eligibility verified will the voucher be emitted for the same value of the trip. If you fail to communicate this until the pick-up day, you will not be eligible for a voucher.  

4.3.2. Legal/Government Actions: Acts of government, travel bans, or quarantine regulations;

4.3.3. External Disruptions: Unexpected events such as war, civil unrest or natural disasters.

5. Protection Plans

5.1. During your process of reservation, you can choose between the different Protection Plans provided by us that give coverage for various aspects of your rental. These Protection Plans are not insurance and cannot be confused with our own fleet insurance that we have for our equipment and vehicles. The Protection Plans are designed to enhance the rental experience by reducing your potential liability when certain damages occur and by providing additional support or flexibility. "Your Liability" is defined as the total amount you are required to pay for all covered damages that occur within a single rental period. Importantly, this liability limit does not apply per individual incident or damaged item. Furthermore, this stated liability is not the absolute maximum amount you may be required to pay - a higher amount may be payable if the damages are excluded or not covered under the terms of this Agreement, as specified in the exclusions and liabilities detailed herein.

5.2. Protection Plans Protection Plans can be selected during the booking process, during the Pre-trip stage (vide Pre-trip) or during Pick-up (vide Pick-up), but cannot be changed after the rental has started or after a damage or an incident has occurred.

5.3. You can choose between the following Protection Plans:

For a comprehensive overview of each Protection Plan, including detailed coverage and benefits, please click Protection Plans.

5.4. Damage coverage under any Protection Plan is always subject to: A valid Declaration of Accident (DA); Compliance with the Rental Agreement; Damage eligibility assessment and applicable exclusions and limitations. The Declaration of Accident (DA) is a mandatory requirement to benefit from the coverage and benefits of any Protection Plan, including when no third party is involved, the damage appears minor and the vehicle remains drivable. All conditions are set forth in the clauses of the section ‘Damage & Declaration of Accident (DA)’.

5.5. The process for identification and classification of damages are set forth in the section ‘Damages Assessment and Estimation Process’.

5.6. Exclusions of Protection Plans

5.6.1. If any of the situations of this clause occurs, your chosen Protection Plan will be rendered void, the liability limits detailed in the previous clause will not apply and you will be held fully responsible for the total cost of the damage and other charges:

5.6.1.1. When driving under the influence of alcohol, drugs or any substance that reduces driving ability.

5.6.1.2. Accidents that occurred with drivers not identified in the Rental Agreement, or Drivers with a cancelled, expired, suspended or seized driver’s license.

5.6.1.3. Careless or negligent behavior (while driving or parked) of any kind or fail to abide by local road rules or our safety or roadside assistance instructions.

5.6.1.4. When the Vehicle was driven by drivers not identified in the Rental Agreement, or Drivers with a canceled, expired, suspended or seized driver’s license.

5.6.1.5. Failure to comply with DA obligations, as set out in clause Roadside Assistance.

5.6.1.6. Providing false declarations regarding your conditions and or ability to drive, namely but not limited to the ones referred in Clause “Vehicle Pick-up”.

5.6.2. Your chosen Protection Plan does not cover certain types of damages and costs. The following events are excluded for your protection plan and if they occur, the liability limits detailed in the previous clause will not apply and you will be held fully responsible for the total cost of the damage or cost:

5.6.2.1. Tires: Resulting costs damages to the tires themselves or the fitting of the tires. The spare tire shall not be installed on the rented vehicle by you – it must be installed by a towing or breakdown service;

5.6.2.2. Theft: Theft is not covered. If the vehicle is stolen while under your care, you are responsible for it. Protection plans also do not cover the cost of any loss/damages or stolen personal belongings;

5.6.2.3. Vehicle Recovery: The cost to retrieve or recover the vehicle from any restricted area, submerged, bogged, trapped, or abandoned, unless any of those situations are caused by circumstances beyond your control.

5.6.2.4. Lost Keys: The cost to replace keys which have become damaged, lost, stolen, or locked inside the vehicle.

5.6.2.5. Incorrect Fuel: Any cost associated with the incorrect use of fuel.

5.6.2.6. Undercarriage or roof damages: All damages below side door lines or above the windscreen line, if there is no collision with third parties. This includes broken brakes, axles, diesel tank and any other damage that is caused on bottom of the chassis by driving in non-safe roads.

5.6.2.7. Animal Collision: All damages caused by animals while driving.

5.6.2.8. Weather conditions: Damages caused by weather conditions that could have been prevented (e.g. strong winds blowing up doors, windows or other equipment in the van).

5.6.2.9. Parking tickets, fines, traffic offence penalties, tolls.

6. Vehicle category availability: Upgrades and Downgrades

6.1. When making a Booking, you select a vehicle within a designated category. We do not guarantee the provision of a specific vehicle model, make, color, design, or year of manufacture. All bookings are subject to availability within the reserved category or subcategory. For any requests to change the vehicle selected, the clauses established in Booking Changes are applicable.

6.2. If, due to circumstances beyond our control — including but not limited to delays caused by a previous customer, accident, theft, breakdown, adverse weather, pandemics, strikes, or any other extraordinary operational constraint — a vehicle within the reserved category cannot be delivered at the scheduled time, we shall:

6.2.1. Provide you with a vehicle of the same or higher category. A vehicle of a higher category shall be considered an “upgrade” and includes any case where at least one of the following criteria is met:

6.2.1.1. Transmission Type Upgrade: The replacement vehicle has an automatic transmission, whereas the originally reserved vehicle had a manual transmission.

6.2.1.2. Seating Capacity Upgrade: The replacement vehicle has a greater number of passenger seats than the originally reserved vehicle.

6.2.1.3. Vehicle Class Upgrade: The replacement vehicle belongs to a higher model class than the originally reserved vehicle, based on the Company’s internal vehicle classification system.

6.2.2. If a vehicle of the same or higher category is not available, we shall offer one of the following alternatives:

6.2.2.1. Maintain the reservation with a vehicle from a lower category. In this case we will refund you with the price difference between the lower category offered and the original higher category vehicle hired, calculated at the time when the downgrade is processed.

6.2.2.2. Reschedule the reservation with a vehicle from the originally booked category, subject to availability. If the new dates carry the same nightly rate, no additional charges will apply. If the nightly rate for the new dates is higher, the you shall pay the updated rate as shown on the Platform at the time of rescheduling;

6.2.2.3. Cancel the reservation with a full refund of all amounts already paid;

6.2.2.4. Proceed with a unilateral cancellation and issue a full refund of the amounts paid, where no other feasible alternative exists.

6.3. Where operationally feasible, we will notify you of the allocated vehicle without undue delay. We will do our best efforts to notify you no later than forty-eight (48) hours before the scheduled pick-up.

6.4. No further compensation, consequential damages, or additional remedies shall be due beyond those explicitly stated above, to the extent permitted by applicable law.

7. Payment Methods

7.1. We accept the following methods of payment: Credit cards, debit cards, and other electronic payment systems as specified on the Platform.

7.2. We may issue vouchers that can be used as payment for services on the Platform. Vouchers are subject to specific terms and conditions, which will be provided at the time of issuance.

7.3. We may offer promotional codes or run promotions that provide discounts or benefits to customers. These are subject to specific terms and conditions, which will be provided at the time of the promotion.

8. Fees and Currency Reference

8.1. All fees mentioned within this Rental Agreement are to be consulted and confirmed with the official Fee, Compensation, and Service Levels document published by us, accessible to you at all times and linked to our platform.

8.2. All fees referenced in this Rental Agreement and in the Fee, Compensation, and Service Levels document. are stated in euros (€) for clarity. However, the applicable fee at the time of payment and/or enforcement is/will be converted according to the rate applicable at each time, to the equivalent amount in the local currency of the rental location, as determined in the Fee, Compensation, and Service Levels document.

8.3. In the event of any discrepancy or disagreement between the fees mentioned in this Rental Agreement and those stated in the Fee document, the fees outlined in the Fee document will prevail. The Fee, Compensation, and Service Levels document serves as the binding reference for all charges, not including damages.

8.4. By proceeding with this Rental Agreement, you acknowledge the validity and precedence of the Fee, Compensation, and Service Levels document over any fee descriptions provided in this Agreement, ensuring transparency and alignment with local currency requirements.

9. Security Deposit

9.1. At the time of pick-up of the vehicle, you will be requested by our staff member to provide a security deposit in accordance with the protection plan chosen by you as set forth in Section “Protection Plans”. The security deposit consists of a preemptive and protective measure for you and us as it pertains to an amount provided by you to cover eventual charges, that may be your responsibility, during the rental duration.  

9.2. You allow us to reserve against your credit or debit card before the pick-up of the vehicle an amount as a deposit, dependent on the protection plans chosen for your trip.  The deposit amount does not limit in any way the total amount owed to use under this Agreement. Your debit/credit card issuer's rules will apply to your account being credited for the excess, which may not be immediately available.

9.3. The security deposit can only be paid using a physical credit or debit card (Visa, AMEX or Mastercard), and the credit/debit card owner must be present at the pick-up. Only debit cards which allow a hold deposit to be processed will be accepted.

9.4. If a hold on the card is, due to whatever reason, not possible, you hereby accept that a charge is made in the credit card to be used as deposit.

9.5. The deposit provided by you will be used to cover any and all charges that arise during the rental period, including, but not limited to, damage claims, traffic violations, tolls, fines, penalties, fees, unpaid expenses, and any other charges stipulated in the Rental Agreement.

9.6. The deposit is returned only after the Account Closing Process, described in Section “Account Closing Process”, is concluded and subject to the conditions explained therein. We will provide our reasonable commercial efforts to ensure that, when owed, the security deposit will be returned in up to 5-7 business days, subject to banking institutions’s availability.

9.7. After the Account Closing Process is concluded, all values that are due to Indie Campers will be collected and the remainder or the totality of the deposit is released and that action is communicated to the customer. We will provide our reasonable commercial efforts to ensure that, when owed after charging, the security deposit will be returned in up to 5-7 business days, subject to banking institutions’s availability.

C. Pre-trip

10. Booking Changes

10.1. During the period that occurs from the moment of reservation until the date of pick-up, henceforth described as pre-trip, you are entitled to make modifications to your reservation, considering the cancellation policy selected at the moment of reservation. We offer the following services of modification: Trip modifications, composed of changes to departure and return dates, change of pick-up and drop-off location and change of vehicle; Ancillary modifications: changes pertaining to the inclusion of bundles, individual extras and protection plans and Logistic modifications, related to change to pick-up and drop-off timeslot. These services may or not be allowed, considering the cancellation policy selected and the time before the pick-up.

10.2. All requests for booking modifications are subject to vehicle availability and must be processed through our platform and / or confirmed by our customer support team to be considered effective. The act of requesting does not imply that such change was accepted as a contractual change.

10.3. To ensure your reservation remains valid, all outstanding balances must be paid until 30 days before the pick-up time for reservations with a flexible cancellation policy. Any modification performed with less than 30 days before pick-up, should be settled immediately to become effective. In case there is any outstanding amount at the time of pick-up, the reservation will be cancelled with no right to any refund.

10.4. Any reservation associated with a non-refundable rate will not be considered for a refund for any Trip modification, regardless of the timing of such request.

10.5. For reservations made with a flexible rate, the following rules:

10.5.1. Any trip modification requested until 30 days before the established pick-up time is possible. The change will have a value that is determined by the difference of the value of a reservation with the intended conditions considering the live prices at the moment of the request and the previously established value of the reservation. If the difference is positive, you can either pay immediately to guarantee that it becomes effective or pay the updated price 30 days before the pick-up. If the updated value of your reservation is lower, the difference will be credited at 100% to your account, but not refunded until the Account Closing Process is finished and you have a positive balance to be returned.

10.5.2. For trip modifications requested with less than 30 days before the pick-up time, the following rules apply:

10.5.2.1. Modifications to Pick-up City: It is not possible to change pick-up location with less than 30 days before pick-up time. After such a moment, the pick-up must occur at the scheduled date and location and be subject to the conditions established in Time of Arrival at depot and timing of delivery.

10.5.2.2. Modifications to Drop-off City: Between 30 days and 48 hours before the pick-up time, if you choose to modify your drop-off city, you must pay the difference in price between the two routes, calculated at the moment of the request, along with a One-Way Transfer Fee. Payment must be made immediately for any change to be effective. After 48 hours before the pick-up time, you are not entitled to change the drop-off city. Returning the vehicle to a different location will be subject to the applicability of penalties, according to the clauses established in Drop-Off Requirements - Your Obligations.

10.5.2.3. Vehicle changes are allowed between 30 days and 48 hours before the pick-up time, but subject to availability. Based on the change, the price difference will be calculated based on current live prices. If the difference is positive, you must pay immediately to guarantee that it becomes effective. If the value is lower, you will have no right to refund or credit. Any change of vehicle determined by us due to operational constraints are subject to the clauses of the section Vehicle category availability: Upgrades and Downgrades.

10.5.3. It is not possible to change pick-up date with less than 30 days before pick-up time, even if you select Flexible Cancellation Policy. After such a moment, the pick-up must occur at the scheduled date and location and be subject to the conditions established in Time of Arrival at depot and timing of delivery.

10.5.4. You can change your drop-off date until 48 hours before pick-up time. Changes to drop-off dates are not contractually allowed after that moment.

10.5.4.1. If you choose to shorten your trip with more than 30 days before the pick-up time and have selected the Flexible Cancellation Policy, the amount paid for those nights will be credited to your account. No refund will be given for the remaining days of your trip. If you choose to shorten your trip with less than 30 days before the pick-up time, you will be credited with 5% of the value paid for those nights. Any amount credited to your account shall be used to settle any debts that you may have at the end of your trip and, depending on the circumstances, refunded after the ‘Account Closing Process’ is completed.

10.5.4.2. If you choose to extend your trip, you must pay immediately - the price to be paid is determined by the live prices for that model at the moment of the request - for the change to be effective. Any change is subject to availability and confirmation. You cannot extend while you are on a trip. With less than 48 hours before pick-up time, you cannot extend your trip. You must return the vehicle at the date that is established under the rental agreement according to the rules determined by the section ‘Drop-off’.

10.6. Any reservation with a non-refundable policy will be able to perform any ancillary modification until 48 hours before the pick-up time without any penalty or cost. Individual extras, bundles or protection plans may be added to the trip, but in case they are removed, the value will not be refunded or credited to the account.

10.7. Any reservation with a flexible policy will be able to perform any ancillary modification until 48 hours before the pick-up time without any penalty or cost. Individual extras, bundles or protection plans may be added to the trip. In case they are removed with more than 30 days before the pick-up time, the value will be credited at 100% to your account, but not refunded until the Account Closing Process is finished and you have a positive balance to be returned. In case they are removed with less than 30 days before pick-up time, the value will not be refunded or credited to the account.

10.8. Logistics modifications are allowed only until 48hours before the pick-up. During the reservation process, you are allowed to select the period selected for your pick-up and drop-off to occur, based on availability. Certain periods have associated costs, such as Early pick-up fee, Late Drop-off Fee or Out-of-hours fee, to cover for the additional costs that carrying such operation has to us.

10.8.1. Changes to the pick-up and drop-off time are not possible with less than 48hours before the pick-up time. You have the responsibility to verify your trip itinerary, along with the timing of your returning flight (if any) in order to properly select the drop-off timeslot that allows you to pick-up and return the vehicle safely and fulfilling the obligations set upon you through the Rental Agreement. While we will do our best to assist you, any request to change the pick-up and drop-off time is considered a contract breach. Any early or late pick-ups or returns that result in an assisted pick-up or drop-off process will result in the applicability of fees and you are liable for all the situations predicted in this rental agreement.

10.8.1.1. Any deviations between the contracted pick-up period and the actual pick-up time are regulated in the section Time of Arrival at depot and timing of delivery.

10.8.1.2. Any deviations between the contracted drop-off period and the actual drop-off time are regulated in the section the Drop-Off Requirements - Your Obligations set upon you.

10.8.2. Reservations with a non-refundable policy will be able to perform logistic modification until 48 hours before the pick-up time. If the change results in the applicability of a fee, the change will be effective only if the value is paid immediately. Any change that would result in a lower value will not be refunded or credited to your account.  

10.8.3. Reservations with a flexible policy will be able to perform logistic modification until 48 hours before the pick-up time.

10.8.3.1. Changes performed more than 30 days before the pick-up time that result in a higher value will be effective only if the value is paid immediately. If the change results in a lower value, it will be credited at 100% to your account, but not refunded until the Account Closing Process is finished and you have a positive balance to be returned.

10.8.3.2. Changes made with less than 30 days before the pick-up time that result in a higher value will be effective only if the value is paid immediately. If they result in a lower value will not be refunded or credited to your account (ex: moving from an Early-morning slot (09:00 - 11:00) to a standard pick-up slot (14:00 - 17:00) will not result in any refund.

11. Mandatory Online Check-in

11.1. You are required to complete the mandatory online check-in and identity verification process no later than 3 hours prior to the scheduled pick-up date and time.

11.2. The online check-in process includes an identity verification procedure conducted by a third-party service provider, independent of us. We shall not be held responsible for any technical issues, verification failures, or delays arising from this external verification process.

11.3. If you are unable to complete the online check-in due to technological limitations, you must promptly contact our customer support for assistance, ideally via Client Area. We shall, where possible, provide alternative support measures to facilitate the verification process but do not guarantee exceptions to the online check-in requirement.

11.4. Failure to complete the online check-in on time shall result in the application of a penalty fee - The “Unfinished Online Check-In Fee” - as outlined in our Fee Document, in the denial of your access to the rented vehicle at the scheduled pick-up time or to the booking cancellation. In such cases, no refund or compensation shall be provided.

11.5. Any fraudulent activity, misrepresentation, or provision of false information detected during the online check-in process shall result in the immediate termination of the booking, without reimbursement to you of the amounts paid so far. We reserve the right to take further legal action where necessary and cancel the reservation if necessary.

11.6. By proceeding with the booking, you acknowledge and agree to the terms of the Mandatory Online Check-in Policy and accept full responsibility for completing the verification process within the specified timeframe. We shall not be liable for any loss, inconvenience, or additional costs incurred due to non-compliance with these requirements.

D. Pick-up

12. Time of Arrival at depot and timing of delivery

We agree to a delivery of the rented vehicle at the designated pick-up location at the scheduled time. Arriving on time is important to ensure the agreed pick-up time is used to deliver the van and for the customer to receive the necessary instructions. We recommend arriving 15 minutes before the scheduled pick-up time, to guarantee timely departure.

12.1. You must arrive at the specified pick-up location at the scheduled pick-up time, being entitled to a 30 minutes’ grace period. Any delays should be communicated to us as soon as possible, using the available channels.

12.2. Upon arrival, you are required to follow the steps outlined in the Welcome Poster, which are prominently displayed at all depots. At this moment, you must:

12.2.1. Register your arrival by entering a 4-digit code at the designated check-in station.

12.2.2. Complete the Mandatory Online Check-In (OCI), where applicable, if not finalized prior to arrival.

12.2.3. View instructional materials available in your client area, providing operational guidance on vehicle use and rental conditions.

12.2.4. Review information on protection plans and optional extras available for purchase or modification prior to departure.

12.2.5. By conducting the “Arrival at the depot” process in the Client Area, you enable the verification of the exact time that you have arrived at the depot, which will be used to determine any responsibilities on pick-up or delivery delays, as explained in the following clauses. Failure to conclude the “Arrival at the depot” process will invalidate any claim regarding vehicle delivery delays.

12.3. Pick-up Delays by Customer:

12.3.1. If you arrive earlier than the scheduled pick-up time on the same day, the pick-up may be allowed subject to vehicle availability and payment of an additional half day’s rental. This is not guaranteed and is dependent on depot capacity and vehicle availability.

12.3.2. You must notify Indie Campers of any delay up to the Maximum Delay Notification Period, which is 3 hours after the scheduled pick-up time or by the close of business of the depot on the pick-up day (whichever is earlier).

12.3.3. If you fail to appear for the Pick-Up at the designated time, you forfeit your right to be served at the time slot chosen. While we will do our best to do it as soon as possible, you will be served at the earliest possible slot and you will not be eligible for any refund due late delivery of the van. If your Pick-Up process extends beyond the depot working hours, you might be subject to a payment of an additional Out of Hours Fee   as outlined in our Fee Document, in effect at that time for the applicable pick-up location. This will occur even if you communicate your delay within the Maximum Delay Notification Period.

12.3.4. If you fail to appear for the Pick-Up within the Maximum Delay Notification Period, without providing a reasonable justification, your reservation shall be classified as a No-Show. In this case, your reservation will be cancelled and you will not be entitled to any refund.        

12.3.5. If you notify within the Maximum Delay Notification Period but are unable to arrive at the depot within the working hours of the depot, we may not be able to deliver your vehicle during that day (due to labour constraints and to respect the staff maximum working hours). In this case, the following situations apply:

12.3.5.1. If we are able to deliver the vehicle still within that day and beyond the depot working hours, you will be subject to a payment of an additional Out of Hours Fee  as outlined in our Fee Document.

12.3.5.2. If we are unable to deliver the vehicle within that day, you will be automatically booked for the next day's first slot (to avoid doubt, the first slot in the morning). Failing to appear at that time will be considered as a late arrival applying the foregoing clauses. In this case, we will not be responsible for the late delivery of the vehicle and you will not be entitled to any refund or accommodation expenses.

12.4. Pick-Up delays by Indie Campers:

We commit to having the vehicle ready at the scheduled pick-up time, meaning all preparation, safety checks, and equipment setup have been completed. We are committed to your satisfaction, yet, sometimes, unforeseen issues can arise that may result in late delivery of the vehicle.

12.4.1. Should the vehicle not be ready for the scheduled pick-up time due to a fault on our part, you may be eligible for compensation. You will only be eligible for a refund regarding delivery delays if we are able to have an accurate record of the time of your arrival at the depot, by performing the “Arrival at the depot” process as specified in the foregoing numbers .

12.4.2. The pick-up delay is calculated as the difference between the start of the pick-up process and whichever is later between the time of arrival at the destination and the scheduled pick-up time.  

12.4.2.1. If the pick-up delay is less than 4 hours, no refund will be required;

12.4.2.2. If the pick-up delay exceeds 4 hours but the delivery occurs on the same day, the total value to be refunded shall be equal to half-day of the average rental price of the reservation. In case the initial pick-up time was set to the morning time and an early pick up has been purchased, the total amount of the refund shall be equal to half-day of average rental price of the reservation plus the price for the early pick-up.

12.4.3. In the event that the pick-up delay exceeds 4 hours and the delivery only occurs on the following day, Indie Campers will refund the half-day lost and will cover the cost of a hotel stay and the necessary transportation to the hotel for the night and back to the depot.

12.4.3.1. All hotel stays and transfers necessitated by such delays are managed directly by Indie Campers. While the company typically selects the accommodation and arranges transportation, customers may request to manage their own stay (for example, by extending a current hotel booking). Approval for self-arranged accommodation is granted at the sole discretion of Indie Campers. No reimbursement will be issued for independent bookings unless a formal written confirmation of approval is provided by our staff prior to the stay.

12.4.3.2. Please note that Indie Campers’ liability is limited to the aforementioned provisions. No other compensation will be provided for existing costs or external travel arrangements—such as campsite reservations for the affected night—that may be impacted by the delay.

12.4.4. Any refund value granted at this moment in time shall be considered for the determination of the final balance, as per the conditions defined in the Section pertaining to the “Account Closing Process”.

12.4.5. Communication of the refunds granted will be done formally by phone, email or the client area.

12.4.6. Compensation excludes indirect or consequential losses and shall not apply in cases of force majeure.

13. Vehicle Pick-up

Vehicle pick-up is a critical step in ensuring a smooth and hassle-free rental experience. As part of the check-in process, it guarantees that you receive a vehicle within the selected category, in the expected condition, while completing all necessary identification and documentation requirements.

13.1. The rental period officially begins when the Pick-up process is completed.

13.2. The execution and contract signature of this Rental Agreement depends on you submitting the following:

13.2.1. A valid vehicle driver’s license that authorizes you and each Driver mentioned in the Rental Agreement, to lawfully operate the rented vehicle in the country of pick-up, the country of drop-off, and any other country or territory in which the vehicle will be driven during the rental period.

13.2.2. a valid ID or Passport in your name;

13.2.3. a valid credit/debit card (Visa, AMEX or Mastercard) in your name.

All documents must be presented upon the vehicle’s pick-up and signing a copy of this Rental Agreement at said moment. If you do not present the necessary documents, the vehicle cannot be rented and your booking will be treated as a No-Show.

13.3. You hereby state that you have no past convictions, accidents or medical conditions that affect the validity of the driver’s license or the ability to drive.

14. Customer Vehicle Validation

14.1. To ensure transparency and satisfaction regarding the vehicle’s condition and associate ancillary products at the start of the rental period, we created a specific, dedicated and mandatory step that provides you with the power to register their appraisal. The purpose of the Customer Vehicle Validation is to verify, confirm, and document the condition, functionality and completeness of the vehicle and ancillary products before departure. ensuring transparency regarding the vehicle’s condition at the start of the rental period and allowing you to raise, in real time, any issue, discrepancy, concern, or question relating to the vehicle, its equipment and ancillary products condition, or the information provided during pick-up.

14.2. Customer Vehicle Validation is a mandatory step of the pick-up process to be completed by you at the moment of handover and prior to the start of the rental period. The validation shall be made available through your Client Area, by email link, or by QR code provided at the depot. If you are unable to complete the validation by yourself, you may be assisted by our Support team.

14.3. The validation process shall include, but not be limited to, confirmation of the vehicle’s condition in relation to cleanliness, features and appliances, mechanical condition, extras and equipment, gas-related items where applicable, vehicle information, and protection plan information.

14.4. If, during the Customer Vehicle Validation, you report one or more issues, concerns, or discrepancies, we shall be entitled to review and validate whether the reported issue accurately reflects the actual condition of the vehicle or service at the moment of pick-up. Where the issue is confirmed, we shall use reasonable efforts to address it locally before departure, including, but not limited to, cleaning, explanation of functionalities, replacement of missing items, basic operational correction, or other appropriate action according to the nature of the issue.

14.5. Where a resolution action is taken by us in relation to an issue identified during the Customer Vehicle Validation, you shall be requested to confirm, through the Client Area or through our Support team where assistance is required, whether the issue has been satisfactorily resolved. This confirmation forms part of the mandatory validation process and is required to complete the pick-up flow.

14.6. If you confirm that the issue has been resolved, the validation process shall proceed and the vehicle shall be deemed accepted by you for the purposes of pick-up. If you indicate that the issue has not been resolved, or if the reported issue cannot be resolved at depot level, the case shall be escalated for further handling in accordance with the applicable resolution process.

14.7. In the event of escalation following your refusal to confirm the resolution of an issue, or where an issue cannot be solved or repaired before departure, we may, subject to operational feasibility, availability, and internal approval, offer one or more of the following alternatives:

14.7.1. replacement of the vehicle by another available vehicle, in which case the Customer Vehicle Validation shall restart in relation to the replacement vehicle;

14.7.2. If we cannot resolve the issue in a timely manner and do not have another replacement vehicle that suits your needs, you may be offered adequate compensation for the issues that were identified. If you choose to accept such compensation, you will be allowed to proceed with your journey, acknowledging that such issue was already remedied and you shall forfeit any further claims regarding that issue. That compensation will be credited to your account and returned only if no other amounts are due to us, as per the “Account Closing process” Section states.

14.7.3. If the solutions presented, as per the previous steps, are not accepted by you, we have the right to make amends and deliver you a similar or equivalent vehicle the next day. In this case, you will be refunded for a full day of rental and we will cover the cost of a hotel stay and transportation to the hotel for the night and back to the depot, as detailed in the Clause “Time of Arrival at depot and timing of delivery”, specifically where it is ruled the Pick-up Delays by Indie Campers.

14.7.4. If the solutions presented until here were not possible or accepted, and if the conditions of the vehicle are considered to be rental blockers that affect the safety of the trip, you have the right to cancel your reservation. If you choose to cancel the reservation, you will be entitled to a full refund for your trip.

14.8. Vehicle swap, compensation or booking cancellation or any other final resolution following escalation shall be determined and coordinated by our Global Support team or, where applicable, another internal team designated by us. Local depot staff may carry out initial resolution actions, but final escalated outcomes may depend on internal validation, operational feasibility, and vehicle availability and any solution will only become official once communicated to by email or through your client area.

14.9. We undertake to make the Customer Vehicle Validation available to you, to provide reasonable support during the process, to use reasonable efforts to address valid issues identified before departure, and to communicate the available resolution options where an issue cannot be resolved locally. Nothing in this clause shall be construed as a guarantee that every reported issue can or will be resolved immediately at the depot, nor as an obligation to provide a specific replacement vehicle, compensation amount, or cancellation outcome except where otherwise required by this Rental Agreement or applicable law.

14.10. We use all the information provided and registered during the Pick-up and Customer Vehicle Validation process to understand how to assist you and tackle the issues that you may raise during your trip.

14.11. After completing the CVV, you acknowledge that you have accurately reported the condition of the vehicle and that any issues that you have detected were either solved or remedied through adequate compensation.

14.12. If you do not complete the Customer Vehicle Validation, we do not have all the information to make a fair decision. Therefore, if you do not complete the Customer Vehicle validation you will lose any right to subsequently claim any compensation, refund or other remedies in relation to vehicle condition, service level, or matters that should reasonably have been identified during pick-up at the moment that you inform us that such issue has occurred. Furthermore, given that you have not completed the Customer Vehicle Validation, we assume that all the appliances and functionality of the vehicle were in perfect condition and any reports of damaged items or appliance malfunctions that you report afterwards, shall, per default, assume that you were responsible for such damage or misuse.

E. On-trip

15. Use of the vehicle

15.1. You undertake, during the Rental period, that the vehicle will not be:

• Driven by any person that is not mentioned in the rental agreement as a driver;
• Driven in an imprudent and dangerous way.
• Driven by a person under the influence of alcohol or drugs.
• Left with the key inside the vehicle, while unoccupied.
• Damaged by submersion in water, contact with salt water, driving through flooded areas, beach driving and unpaved roads.
• Used for any race, contest or any illegal activities.
• Used to tow any vehicle.
• Used to carry passengers or property for hire or reward.
• Used to carry a number of passengers superior to the maximum capacity permitted by law.
• Used to carry hazardous materials, volatile liquids, gases, explosives or other corrosive or inflammable material, apart from the gas provided by the Rental Firm.
• Used for the purpose of transporting and haulage goods other than what might be reasonably expected of a leisure rental.
• Installed with accessories and advertising or commercial mentions.
• Driven off-road, on closed roads, or roads not suited for the rented vehicle according to local laws and regulation.
• Subject to modifications or additions to the vehicle without prior written consent from us;
• Connected with electrical devices (including the cooler) to the battery for more than 4 hours straight, without the battery being charged everyday in camping locations or in other 220V sources;
• Sublet or assigned to third parties without our written consent.

15.2. You further recognize and acknowledge your responsibility to the following:

• Maintain the vehicle at the best of your abilities;
• Checking the oil, water and batteries daily;
• Monitoring and obtaining information on weather forecasts and road conditions on your travels, and public warnings thereof;
• Contact us, as soon as possible, if vehicle warning lights indicate any potential malfunction.

15.2.1. Failure to comply with reporting obligations, including timely communication of issues, submission of required documentation, or adherence to operational instructions, may result in the limitation or exclusion of compensation eligibility.

15.3. The vehicles can only be driven in the following countries where insurance is valid: Austria, Albania, Andorra, Belgium, Bosnia and Herzegovina, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

15.3.1. Driving in other countries other than the ones mentioned above constitutes a violation of this Rental Agreement and we cannot be liable for any damage, malfunction or other consequence that happens outside the countries where Insurance is valid, being you liable for any reparation costs and/or relocation of the vehicle and any other administrative costs, charges, fees and fines we incurred as a result of that unauthorized use. We reserve the right to charge you the  Out-of-Territory Fee as specified in the Fee Document, for each day the vehicle is used or located in a country where the Insurance is not valid.

15.4. Smoking, including using cigarettes, cigars, e-cigarettes, vaping devices, or any other smoking related derivatives is strictly prohibited inside the vehicle. Failure to comply with this prohibition will result in the imposing of a Smoking Fee, as specified in the Fee Document.

15.5. You are also responsible for using the vehicle reasonably and to return it in the same condition. We have detailed all the procedures that you must follow in order to do so in the Clause “Drop-Off Requirements - Your Obligations”. Not doing so may result in incurring in fees established thereof.

15.6. You must use the vehicle responsibly. A Wear and Tear refers to the natural deterioration of the Vehicle resulting from reasonable and proper use over time, in accordance with the terms of this Agreement. Wear and Tear is considered an expected condition of vehicle usage and is not subject to customer liability or additional charges. The following conditions are considered wear and tear:

• Minor scratches, dents, or loose elements on interior spare parts;
• Loose (but not broken) bumpers, cabinet doors and door handles
• Exterior fabrics detached / ripped / torn < 10 cm
• Interior fabrics Detached / ripped / torn < 5 cm
• Natural material degradation (e.g. rotten wood, aged components, mold)
• Exterior scratches < 3 cm
• Windshield star chip < 3 mm
• Failures to appliances that are not caused by negligent use.

15.7. Any damage caused to the vehicle will follow the conditions stated in Damages Section, you, or any third party as a result of a breach of the aforementioned obligations shall be solely your responsibility and borne at your expense. This responsibility shall apply irrespective of any additional indemnification owed to us, including but not limited to compensation for reputational harm and loss of profits arising from the immobilization or withdrawal of the vehicle due to such damage.

15.8. Without prejudice to the financial responsibilities set forth in the preceding paragraph, any breach of the obligations established in this clause shall entitle us to immediately terminate the rental agreement and cancel the booking without refunding any amounts to you, without the need for judicial or other formal intervention. We further reserve the right to recover the vehicle at any time, without prior notice, where justified, and you shall be solely responsible for all costs and charges incurred in connection with such recovery.

16. Use of ancillary Products

16.1. Optional ancillary physical products (“Extras”) may be added to a booking during the reservation process, via the customer account, during online check-in, or at pick-up. Extras include, but are not limited to, bedding kits, outdoor equipment, sports gear, child seats, and other travel-related add-ons, as detailed here.

16.2. You are responsible for using all Extras in accordance with their intended purpose and any applicable safety guidelines. Indie Campers accepts no liability for injury or damage arising from improper use.

16.3. All Extras are provided on a request basis and are subject to availability at the designated pick-up location. Some Extras may only be available at specific locations or during certain periods.

16.4. All Extras and components must be returned at the end of the rental period in the same condition as received, subject to fair wear and tear. In the event of loss or damage the following rules apply:

16.4.1. Individual Extras or components that have been damaged beyond the wear and tear, lost and not returned will be charged at their full replacement value, as established in the table Ancillary Replacement Fees  as outlined in our Fee Document.

16.4.2. Components included in kits (such as kitchen kit, bedding kit or cleaning kit) are categorized either as small or big items. In case those components are damaged or missing, a Small item replacement fee or a Big item replacement fee will be applied  as outlined in our Fee Document. These fees can be applied as many times as the number of components that are missing or broken.

16.5. If you damage any of these items during your trip, you may purchase a replacement item of equivalent quality. If you do so, you shall not be charged with the fees detailed above. The quality and adequacy of the replacement will be decided by our local teams. If the replacement item that you purchased fails to meet the quality standard or the adequacy for the team to continue to operate without disturbances, you will be charged according to the previous clauses, as if nothing was purchased. In this case, if you end up being charged an item replacement fee, you may keep the item you purchased during your trip as replacement, that item belongs to you and you can and should take it with you after you return the vehicle.

16.6. In the event that a pre-booked Extra is unavailable at check-in, a refund will be issued for the corresponding amount paid. That refund will be credited to your account and returned only if no other amounts are due to us, as per the “Account Closing Process” Section states.

16.7. Where a pre-booked Extra is unavailable at pick-up, your sole remedy is a refund of the amount paid for that Extra, as set out in the previous clause. If you choose to independently source or purchase an equivalent item during your trip, Indie Campers will not reimburse any costs incurred in doing so.  If you purchase an item during your trip, that item belongs to you and you can and should take it with you after you return the vehicle. To guarantee that you can reasonably prove to our local team that you purchased such item and that you are entitled to take it with you, you must keep the receipt of your purchase. In case the extra or any component has not been recorded as missing by you during the Customer Vehicle Validation, we will assume that the Extra or component was delivered in in good conditions at the pick-up and that the invoice presented was made to replace a broken or missing Extra or component, as stated previously, and you will not be entitled to a refund, even if you present proof of purchase of an item.

16.8. The unavailability of an Extra does not entitle you to cancel or modify your vehicle booking. You cannot cancel a reservation solely because an extra item is unavailable.

17. Pets Policy

17.1. Traveling with one pet is free of charge, provided its weight does not exceed 30kg. If you travel with a pet above that threshold, you will be charged  the Pet Cleaning Fee as stated in the Fee Document.

17.2. The Pet Cleaning Fee covers the cleaning of the vehicle after the rental, while you are liable for any and all damages caused by the pet in the interior and exterior of the vehicle. It is of your entirely responsibility to guarantee that the pet travels in safe conditions and according to the local regulations.

17.3. We will not be liable for any traffic tickets or legal fees due to the pet's presence inside the vehicle.

18. Oil Policy

18.1. The vehicle will be delivered with the engine oil level within the manufacturer’s prescribed range, as indicated by the dipstick between the minimum and maximum markers, and with no oil warning light illuminated on the dashboard. It is our responsibility to ensure the vehicle is delivered in this condition. You are responsible for raising any concerns regarding the vehicle’s condition, including the oil level, during the vehicle pick-up process and as part of the customer vehicle validation process.

18.2. During the rental period you must comply with the following obligations:

• Monitor the vehicle’s dashboard oil indicators and ensure that no warning lights are ignored;
• Stop the vehicle as soon as it is safe to do so if an oil warning light is activated, abnormal oil consumption, oil leaks or other suspected mechanical issues;
• contact our Support Team before taking any further action and before resuming travel.

18.2.1. During roadside assistance, you may be instructed to refill oil levels with the correct oil specifications. In this case:

18.2.1.1. You must follow the procedure, purchase the correct oil and refill the vehicle up to appropriate levels. You must use the correct oil according to instructions. Failure to comply will damage the vehicle and you will be fully responsible for the associated engine repair costs.

18.2.1.2. All expenses incurred by you shall be reimbursed by us, given they were previously approved by us and are subject to proof of expense (valid invoice or receipt). Those expenses will be credited to your account upon receiving proof and will be taken into account during the Account Closing Process. Only after the end of such process may you be entitled to receive that value of such expenses, according to the conditions there established.

18.2.2. If standard procedures of roadside assistance did not resolve dashboard oil warnings, the vehicle must not be driven without consent. Failure to comply will damage the vehicle and you will be fully responsible for the associated engine repair costs.

18.3. Upon return, the vehicle must present an engine oil level within the manufacturer’s prescribed range, with no oil warning light illuminated on the dashboard. Failure to comply will automatically result in:

18.3.1. Failure to comply the costs of replenishing the engine oil to a safe level, which is defined as the Oil Replenishment Fee as stated in the Fee Document;

18.3.2. Additionally, if there were no records of your immediate report to the roadside assistance team, as foreseen in the previous clauses, you are liable for any cost of repairing engine damages that may arise over the next 3 months of your trip.

18.4. Are exempt from the consequences stated in the previous paragraph cases of abnormal or excessive oil consumption attributable to a mechanical defect of the Vehicle, and duly reported and evidenced by you. In such instances, we may, at our sole discretion, waive related charges and/or reimburse additional reasonable expenses directly arising therefrom, including but not limited to accommodation and workshop-related waiting time.

18.5. Any dispute regarding the application of this Clause shall be subject to review by our Support Team, and you may be required to provide adequate supporting documentation, according to the procedures established in Complaints and Dispute Resolution.

19. Fuel Policy

19.1. We will provide the vehicle with a fuel level above the reserve at the beginning of the rental period. The exact fuel level will be documented through photographic evidence at the check-in moment. You acknowledge and confirm the registered fuel level by signing the rental agreement.  

19.2. During the trip, you are responsible to guarantee that the vehicle always has fuel required for circulation without damaging the engine. If you fail to deliver the vehicle in the conditions above, you agree to fill the tank as soon as possible at our expense.

19.3. If the vehicle is not returned with the same fuel level as registered at pick-up (or after filled at our expense as foreseen in the last sentence of the previous paragraph), you will be charged for the missing fuel at the current market rate, plus an additional  Refueling Service Fee per each 1/4 tank missing as detailed in the Fee Document. If the vehicle is returned with a fuel level that falls between designated quarter-tank levels (e.g., 1/3 tank, which is between 1/4 and 1/2 tank), the fuel level will be rounded to the nearest quarter-tank increment.

19.4. If you return the vehicle with a fuel level higher than the level at which it was provided, we are under no obligation to provide a refund, compensation, or credit for the excess fuel.

19.5. Additional fuel required during the rental period must be purchased at your own expense. You are responsible for ensuring the correct type of fuel is used for the vehicle. We will not reimburse you for any fuel expenses upon the vehicle’s return.

19.6. The use of incorrect fuel can result in serious damage to the vehicle. Therefore, we will charge an Incorrect Fuel Fee as stated in the Fee Document and any additional costs associated with the repair of any damage, the associated costs with respect to the transportation of the vehicle to be repaired, and the potential loss of revenue associated with the vehicle repair block.

20. Gas Policy

20.1. Our Fleet includes vehicles equipped with different gas installations, which are classified into two categories:

20.1.1. Models with Portable Cookers – These vehicles utilize small, portable propane canisters for cooking purposes.

20.1.2. Models with Built-in Cooker/Stove with Tank Gauge – These vehicles are equipped with an integrated gas system that operates through a refillable gas cylinder, which fuels both cooking and heating appliances.

20.2. For all vehicle models, we ensure that a sealed gas canister or cylinder is made available at the time of pick-up.  You can purchase a bottle in advance at a lower price or at pick-up. If you do not purchase the canister or cylinder in advance, or at pick-up, but open the sealed canister or cylinder during their trip, charges will apply at drop-off. We are not liable for external factors such as supply shortages or local purchasing restrictions.

20.2.1. For vehicles equipped with portable cookers, a sealed propane canister is made available at the time of pick-up. You can purchase a canister in advance at a lower price or at pick-up. If you do not purchase the canister in advance, or at pick-up, but open the sealed canister during the trip, charges will apply at drop-off. We are not liable for external factors such as supply shortages or local purchasing restrictions.

20.2.2. For vehicles equipped with a built-in cooker/stove with a tank gauge,  a sealed camping gas cylinder is made available at the time of pick-up. You can purchase a camping gas cylinder in advance at a lower price or at pick-up. If you do not purchase the camping gas cylinder in advance, or at pick-up, but open the sealed camping gas cylinder during their trip, charges will apply at drop-off. We are not liable for external factors such as supply shortages or local purchasing restrictions.

20.3. Where you have pre-purchased a propane canister or gas cylinder, we guarantee its provision at the time of pick-up. In the event that the pre-purchased canister or cylinder is not available at the designated pick-up location, we shall issue a refund equivalent to the purchase price of the unavailable gas container. However, no guarantee is made regarding the availability of canisters or cylinders for purchase at the depot at the time of pick-up if they were not pre-booked.

20.3.1. No refunds or credits shall be issued for any gas canister or cylinder that remains partially or fully unused during the rental period. Similarly, if you purchase a canister or cylinder but elect not to use it, no refund shall be granted. Refunds shall only be issued in cases where you pre-purchased a gas canister or cylinder, and we are unable to supply it at the time of pick-up, in which case the refund amount shall be limited to the value of the pre-purchased item.

20.4. You may purchase additional propane or gas canisters at your own expense during the rental period. These can be acquired at locations commonly available along travel routes, such as gas stations, camping supply stores, or other retail outlets where such products are typically sold as well as our Depots.

20.4.1. You are responsible for ensuring the purchased gas is compatible with the vehicle’s specifications and country-specific regulations. Failure to do so, resulting in damage to the vehicle or its systems due to incompatibility, will result in the imposition of a Gas Incompatibility Fee as stated in the Fee Document. This fee will cover all costs associated with repairs, replacements, or damages incurred.

20.5. For one-way trips that cross country borders, you will be provided with 2 (two) sealed gas containers to ensure compatibility with the regulations and adaptors required in different countries.

20.6. You may bring your own gas cylinders or canisters, provided they are compatible with the country-specific adaptors and the vehicle’s requirements. You assume full responsibility for any damages caused to the vehicle or its systems resulting from the use of incompatible or improper gas cylinders or canisters. In such cases, we reserve the right to impose a Gas Incompatibility Fee, covering all repair, replacement, or associated costs as outlined in the Rental Agreement.

20.6.1. We reserve the right to inspect, accept or deny, the  gas cylinders or canisters that you bring. It is expressly stated that any inspection or lack of objection by us does not constitute approval, certification, or confirmation of the canister's compatibility, fitness for purpose, or suitability for use with the vehicle. You remain solely responsible for ensuring compatibility and assume full liability for any damages caused by the use of their gas cylinders or canisters. In such cases, we reserve the right to impose a Gas Incompatibility Fee, covering all repair, replacement, or associated costs as outlined in the Rental Agreement.

21. AdBlue Policy

21.1. AdBlue is a diesel exhaust fluid required in modern diesel engine vehicles. All models requiring AdBlue are identified with an AdBlue tank, located next to the fuel tank. Similarly to fuel level, the vehicle dashboard shows if the AdBlue level is low.

21.2. The vehicle is delivered above the minimum AdBlue for circulation (without AdBlue lights on) and must be returned in the same conditions, otherwise an Adblue Refuelling Fee will be applied. If we fail to deliver the vehicle in the conditions above, you accept to fill the tank as soon as possible at our expense.

21.3. During the trip, you are responsible to guarantee that the vehicle always has AdBlue required for circulation without damaging the engine.

21.4. Additional AdBlue can be purchased throughout the rental period at any fuel station at your own expense. We will not reimburse you for any AdBlue fluid expenses upon return of the vehicle.

22. Battery Policy

22.1. This Policy outlines your responsibilities and our provisions related to the vehicle's battery systems during the rental period. Proper management of both the main vehicle battery and the appliance battery is essential to ensure uninterrupted use of the vehicle and its onboard systems.

22.2. Our vehicles are equipped with two distinct battery systems: the primary vehicle battery (hereinafter referred to as vehicle battery) and a secondary battery dedicated to powering onboard appliances (hereinafter referred to as leisure battery). While these batteries function independently under normal conditions, improper management of the leisure battery can lead to unintended consequences. If the leisure battery is fully depleted, the onboard appliances will automatically draw power from the vehicle battery, potentially compromising the vehicle’s ability to start and operate.

22.3. This policy outlines your responsibilities in maintaining proper battery levels throughout the rental period to ensure the continuous functionality of both the vehicle and its appliances.

22.4. We are responsible for:

22.4.1. At pick-up, together with you, confirm and document the current level of batteries;

22.4.2. At pick-up ensure that the level of batteries is according to vehicle’s guide and instructions and that they are functioning properly;

22.4.3. Provide you with charging cables and adapters suitable for common power sources;

22.4.4. Together with you verify the battery levels at drop-off.

22.5. You are responsible for:

22.5.1. At pick-up confirm and document with our staff the current level of the batteries;  

22.5.2. Get acquainted with the vehicle’s guides instructions for battery maintenance and charging

22.5.3. Ensuring that both the vehicle battery and leisure battery remain charged throughout the trip.

22.5.4. Following the guidelines provided in the vehicle guide for proper battery usage and management;

22.5.5. Responsibly use the leisure battery;

22.5.6. In case of using the vehicle in extreme weather conditions, such as in cases where the temperature is below freezing, you must keep the vehicle plugged into an external power source while the vehicle is stationary whenever reasonably possible. This is especially important to avoid battery depletion due to overconsumption of the battery capacity and may result in the immobilization of the vehicle.

22.5.7. If the vehicle becomes immobilized due to battery depletion resulting from excessive consumption, failure to follow the proper charging procedures, or failure to comply with the responsibilities outlined in this Policy, any roadside assistance, towing, on-site charging, or related intervention costs will be your responsibility.    

22.5.8. Immediately notify the on-trip support in case of failure of appliances and/or battery signals lightning in the dashboard, either through support channels located in your client area or by submitting a request through our website (located at the bottom of the webpage);

22.5.9. Return the vehicle with at least the same charge levels recorded at pick-up;

22.5.10. Return the charging equipment in the same condition as provided.

22.6. Failure to meet these requirements will result in a Battery Charging Fee, as specified in the Fee Document and for emergency service fees, regarding costs for towing, on-site charging or other emergency services, plus you will be liable to pay costs associated with the need of repairing or replacing the affected battery and/or related systems.

22.7. In the event that the battery becomes completely discharged from excessive use (without following the proper battery recharging procedure previously explained) while you are in a location where recharging the batteries is not possible, the vehicle will not be able to be driven. This case is considered as negligence, and, even though our customer support team will assist you with roadside assistance procedures (such as towing or on-site charging), all costs associated with such intervention will be incurred by you and, either charged immediately at the check-out or during the Account Closing Process, as detailed in those clauses.

22.8. Conditions for Volkswagen ID Buzz - Battery Level and Charging Policy

22.8.1. By renting the vehicle Volkswagen ID Buzz, you must comply with the following:

22.8.2. To ensure that the vehicle remains operational for subsequent users and to maintain the health of the vehicle's battery, the vehicle must be returned with a battery level that is no more than 10 percentage points below the level at which it was delivered.

22.8.3. If the battery level at the time of return does not meet the required standard, you will be charged for the missing energy to bring it up to 10 percentage points below the delivered level.

22.8.4. The cost of the missing energy will be calculated based on the current price per kilowatt (€ 0.3782 per kWh).

22.8.5. You will be charged the ID Buzz Charging Fee if the vehicle is returned with a battery level of less than 25%.

23. Extreme Weather Conditions

23.1. Extreme weather conditions, including but not limited to extreme cold and extreme heat, may adversely affect the operation, safety, and integrity of the vehicle and its systems. You are required to operate and care for the vehicle with increased diligence during such conditions and to strictly follow all operating instructions provided at check-out and/or contained in the vehicle’s guide instructions.

23.2. Cold weather significantly affects battery performance, in particular the leisure battery and, where applicable, the main vehicle battery. When ambient temperatures are at or below 0°C (32°F), you are required to keep the vehicle continuously connected to an external power source whenever such a connection is available.

23.3. High ambient temperatures may adversely affect the vehicle and its systems, including but not limited to batteries, electrical systems, appliances, refrigeration systems, water systems, gas systems, tires, and interior components. During periods of extreme heat, you must operate the vehicle and its systems strictly in accordance with the operating instructions provided at check-out and/or contained in the vehicle’s guide instructions, and must take reasonable measures to prevent overheating, overloading, excessive pressure, or system misuse.

23.4. You are required to use and manage the vehicle’s water and gas systems in accordance with the applicable operating instructions contained in the vehicle’s guide instructions, particularly during periods of extreme temperature.

23.5. Where damage, malfunction, or system failure occurs as a result of failure to comply with those instructions set out in this clause, such damage shall not be considered normal wear and tear. In such cases, you shall be responsible for all associated repair, replacement, recovery, towing, and administrative costs, as well as any applicable fees set out in the Fee Document.

24. Mileage policy

24.1. All bookings include a fixed number of km/miles per night, which may vary according to seasonality and number of nights

24.2. During the booking process you have the option to add extra km/miles packages or unlimited miles.

24.3. Any additional km/miles will be charged at drop-off. The value of the fee per extra km/mile for each booking is communicated during the booking process, as it might vary with the pick-up location and vehicle model.

24.4. If you are provided with the Unlimited Mileage Option, you are subject to the responsible usage policy, ensuring the reasonable and fair use of the vehicle during the rental period, as such:

24.4.1. To prevent excessive vehicle strain, maintenance concerns, and operational inefficiencies, a daily mileage cap is applied to all bookings under the Unlimited Mileage plan. The responsible mileage caps can be found here: https://www.google.com/url?q=https://help.indiecampers.com/hc/en-us/articles/32462894663313-How-does-the-Unlimited-Distance-Package-Policy-work&sa=D&source=docs&ust=1783352156268780&usg=AOvVaw1vmfNDp7j0mHDZyQ0ukKNj

24.4.2. If you exceed the maximum daily mileage allowance set under the responsible usage policy, we reserve the right to:

24.4.2.1. Charge an additional Excess Kilometer/Mile Fee, as specified in the Fee Document 

24.4.2.2. Restrict you from future access to the Unlimited Mileage plan.

25. Fines, Tolls, Penalties and Administrative Fees

25.1. You shall be solely liable for, and undertake to pay in full, any and all tolls, road usage charges, parking charges, congestion charges, traffic fines, penalties, administrative sanctions, and any other amounts arising from the use, possession, parking, custody, or operation of the Vehicle during the rental period.

25.2. You shall pay such amounts directly to the competent authority, operator, or other relevant entity immediately or within the applicable deadline whenever direct payment is possible. The Renter further acknowledges and agrees that toll systems, payment methods, enforcement procedures, and any mandatory toll devices or prior registrations may vary by jurisdiction, and that it is the Renter’s sole responsibility to inform themselves of and comply with the rules applicable in each country or region traveled through during the rental period.

25.3. If we are contacted by, or receive any notice, request, demand, or claim from, any public authority, toll operator, private operator, collection agency, administrative body, or other competent third party in relation to any toll, fine, penalty, or similar charge incurred during the rental period,we shall be entitled, without further notice to or authorization from you, to:

25.3.1. disclose and transfer your identification and relevant booking details to the competent entity for the purposes of assigning or processing the relevant charge;

25.3.2. debit, charge, or otherwise recover from you the full amount of such toll, fine, penalty, or other charge; and

25.3.3. charge the Toll Identification Fee and/or the Legal/Payment Handling of Toll, Fine or Penalty Fee for the processing and management of such matter, as mentioned in the Fee Document.

26. Roadside Assistance

26.1. Roadside Assistance: Our Services

We provide roadside assistance during the rental period in the event of a breakdown or operational issue affecting the Vehicle. We provide a series of services done through our team and third-party suppliers to assist you while you are on the road. These services include: troubleshooting, through offline tools and a dedicated team, technical support on the chassis and campervan functionality, accident assistance, vehicle towing and recovery, battery jump-starts, flat tire assistance, emergency fuel delivery, lockout assistance and emergency assistance.

We offer multiple ways to contact us. For immediate help or urgent inquiries, our Live Chat and WhatsApp channels are available 24/7. For less urgent matters, you can reach us via phone, email, or webform. Please note that we do not monitor social media platforms, and therefore, we cannot provide technical support or roadside assistance for requests made through those channels. We provide 24h remote assistance through a hybrid support model consisting of AI-driven troubleshooting and Human Agent escalation. Our initial 24/7 Live Chat and WhatsApp support may be powered by AI. This service is designed for basic troubleshooting and information gathering only. The AI is not authorized to make autonomous decisions regarding liability, refunds, or repair approvals. Any information provided by the AI that contradicts these T&Cs or official company policy is not legally binding and does not constitute a liability for Indie Campers. For complex issues, accidents, or immobilizations, the AI will escalate to a human Global Support Team (GST) agent.

Our commitment is to answer your needs within 10 mins at any moment in time, to determine a solution within 24hours and to find a resolution up to 48 hours. Note that the resolution times of those solutions are dependent on the availability of third-party providers and, depending on the circumstances, resolution times may be affected. Solutions dependent on third-party are also affected by the general business working hours of the applicable country.

Our response times are provided for the Customer's convenience and do not constitute a contractual guarantee. We will exercise our best efforts to meet these targets; however, actual response times are subject to representative availability, seasonal demand, and third-party telecommunications stability. Failure to meet a target response time shall not constitute a breach of contract nor entitle the Customer to any form of financial compensation or refund.

26.1.1. Exclusions: While we have a duty to assist you with any incident that occurs during your booking you will be held responsible for the costs incurred to resolve the situation of cases that are excluded for the scope of Protection Plans, namely:

• Keys locked inside, lost, or damaged (e.g., moisture/humidity);
• Battery discharge by not following the procedures described in ‘Battery Policy’;
• Vehicle blocked off-road, on unpaved roads or in prohibited areas;
• Breakdown caused by willful neglect (e.g., ignoring dashboard warning lights);
• Flat tire.
• Running out of fuel or incorrect fuel usage;
• Any misuse, negligence, or breach of this Agreement.

26.2. Roadside Assistance: Your Obligations

In the event of any issue, you must stop the vehicle as soon as it is safe to do so (where applicable), immediately contact our designated Support Team or roadside assistance service and follow all instructions provided by us in adequately conducting the troubleshooting, decision and execution processes described below.  

26.2.1. You have the duty to assist the team to accurately identify and troubleshoot the problem by providing  an accurate description of the issue and its symptoms, share your exact location when requested, including via GPS tools or location-sharing services, provide photos or videos where reasonably requested to support diagnosis, ensure that you and all passengers are in a safe location prior to intervention. Failure to comply may lead to additional costs that can be attributed to you (ex: if a towing is called for a different location or, if based on the information you provided, a towing was called without being necessary). If damage occurs in an area with no mobile signal or data, you should immediately reach the nearest point of connectivity (such as a landline, SOS point, or an area with mobile signal) to report the incident. You must report the issue within 24 hours of the incident, before attempting any movement or repair. Claims of "inability to contact" due to signal loss will not exempt you from this reporting obligation.

26.2.2. You have the responsibility to take part of the decision process and explicitly provide your consent whenever we require it. If you do not provide answers within a reasonable timeframe and we take decision for resolution through a given course of action, you will forfeit your right to claim rights that are pertaining to a different course of action.

26.2.3. Once a given course of actions has been set, you have the duty to follow the instructions given and never, unilaterally, deviate from the established course. Doing so without prior communication and approval will lead to potential loss of compensation and incur in additional costs that will be your responsibility.

26.2.4. You have the duty to mitigate any damage delay or cost arising from a vehicle issue or incident and to cooperate fully with our instructions.

26.2.5. You must not undertake repairs, arrange third-party services, or incur any costs without our prior authorization, except where immediate action is strictly necessary to prevent imminent damage to the Vehicle or ensure personal safety. If you take the vehicle to a garage or have it taken there, we must be informed immediately during business hours, and before giving the repair garage a repair order, about the duration and the costs of the repair and the exact contact and location of the garage. Repair must not commence before approval has been granted. We will only pay for repair costs if they are approved by us beforehand and only upon presentation of the respective receipts/invoices

26.2.6. Failure to comply with these obligations may result in full liability for any resulting costs or damages and may invalidate any entitlement to reimbursement or support. Should a repair be necessary, the vehicle must be stopped immediately before further damage can occur. The continuation of the journey, even to the nearest garage, shall only be permitted with our prior consent, except if consequential damage can be ruled out based on the type of damage report.

26.2.7. In the event of an accident, theft, robbery, vehicle damage involving another party or only the rented vehicle, or any similar incident, you agree to comply with the specific protocol described in the section ‘Damages & Declaration of Accident (DA)’ without delay.

26.3. The Roadside Assistance Process and Solutions

In the event of a malfunction, breakdown, or operational issue during the rental period, the resolution process will follow a structured sequence consisting of troubleshooting (to identify and understand the issue), decision (made together with you) and execution of a solution. Following initial troubleshooting, we will determine the most appropriate course of action based on:

• The nature and severity of the issue;
• The drivability and safety of the Vehicle;
• The availability of repair or support options;
• The Customer’s location and remaining trip duration;
• The Customer’s selected Protection Plan; and
• The Customer’s willingness to accept alternative solutions.

Available solutions may include: Customer Repair, Malfunction Acceptance, Spot Roadside Assistance, Supplier Repair, Depot Repair, Towing, Vehicle Substitution or Trip Termination. We retain sole discretion in determining the most appropriate solution in each case.

26.3.1. Customer Repair applies where:

• The Vehicle remains drivable and safe to operate;
• The issue is minor, non-critical, and does not affect vehicle safety;
• The issue can be resolved with simple actions or low-complexity replacements;
• The Customer is willing to perform the repair.

26.3.1.1. Eligible issues may include, but are not limited to Tire pressure adjustments; Refilling fluids (e.g., windshield washer fluid); Replacement of minor components (e.g., wiper blades, bulbs where accessible); replacement of missing or low-quality non-essential equipment or Extras.

26.3.1.2. We reserve the right to determine whether an issue qualifies for Customer Repair.

26.3.1.3. Where Customer Repair is proposed, you agree to follow our instructions and guidance, you must only carry out actions that are safe and reasonably within your capabilities, you must not perform any repair that may compromise vehicle safety or cause further damage, you must not engage third-party services unless explicitly authorized by us. You may decline to perform a Customer Repair; however, alternative solutions may be more time-consuming, limited or subject to additional conditions. You are not obligated to perform Customer Repairs. However, you acknowledge that customer Repair is often the fastest and least disruptive solution and declining this option may result in delays, additional travel, or reduced availability of alternative solutions;

26.3.1.4. Where Customer Repair is carried out, if the issue is attributable to you, you will bear all associated costs. If the issue is not attributable to you, you may be eligible for reimbursement, subject that you abide by the following conditions: in case you are required and agree to purchase parts, materials, or replacement items directly; such purchases must be reasonable in cost and appropriate for the purpose; you must retain valid receipts and documentation. Reimbursement of Customer Repair costs will only be granted where the repair was previously authorized by us; or the repair was reasonably necessary and could not be delayed without causing further damage or significant disruption; and valid proof of purchase (invoice or receipt) is provided; and the cost is deemed reasonable and aligned with local market conditions. Reimbursement will be subject to a liability assessment and may be approved in full, partially or rejected.

26.3.1.5. You remain responsible for any damage caused by improper execution of a Customer Repair, any unauthorized repairs or modifications and any use of incorrect or incompatible parts or materials. We are not liable for failed repair attempts carried out by you or additional damage resulting from Customer-performed actions;

26.3.2. Spot Roadside Assistance refers to intervention by a roadside assistance provider at the Customer’s location with the objective of resolving the issue without requiring towing or relocation of the Vehicle. This service is intended for specific, limited types of incidents that can be resolved safely and efficiently on-site,  including but not limited to:

• Flat or discharged starter battery;
• Flat tire requiring replacement with a spare;
• Incorrect fuel usage (where recoverable on-site);
• Lockout situations (keys locked inside the Vehicle).

26.3.3. We reserve the sole right to determine whether a reported issue qualifies for on-site assistance. Roadside Assistance will only be arranged where it is safe and feasible to perform the intervention.

26.3.4. Spot Roadside Assistance is delivered through third-party providers and, accordingly, service availability depends on geographic location, time of day, and provider capacity. We must confirm provider availability, estimated time of arrival (ETA), and repair feasibility before committing to the service. We do not guarantee immediate availability or same-day resolution. Spot Roadside Assistance is intended to provide a reasonable attempt to resolve the issue but does not guarantee that the Vehicle will be fully repaired or that the issue will not reoccur.

26.3.5. Where the issue arises from mechanical or electrical failure not attributable to you, the cost of Spot Roadside Assistance will be borne by us, subject to the terms of your Protection Plan.

26.3.6. You will be responsible for all costs associated with Spot Roadside Assistance where the issue arises from your responsibility, as determined in the exclusions section.

26.3.7. Malfunction Acceptance refers to a situation where the Vehicle presents a non-critical issue, and you agree to continue the rental despite the existence of such issue. Malfunction Acceptance may be offered where the Vehicle remains safe and drivable; the issue does not affect essential safety systems (e.g., brakes, steering, engine) and the issue does not prevent reasonable use of the vehicle for its intended purpose and immediate repair, substitution, or other solutions are not necessary or would cause disproportionate disruption. Appliances (fridge, heating, stove or water) not working are examples. We retain sole discretion in determining whether an issue qualifies for Malfunction Acceptance.

26.3.7.1. You have the obligation to provide evidence and accurate information. We will determine the best course of action and, in the cases where we see fit, propose a Malfunction Acceptance, that constitutes  formal acknowledgement and acceptance that a certain system will not be fully operational for the remainder of your trip and that you were fairly compensated to the effect. Any compensation will be determined at our discretion and in accordance with internal compensation policies - you may consult indicative values that are present in the Fee Document.

26.3.7.2. Where Malfunction Acceptance is offered, you may choose to accept the condition of the Vehicle and continue the trip or you may decline the proposal and request an alternative solution, which will be assessed in accordance with this Agreement. Acceptance must be explicit and may be recorded through written confirmation or continued use of the Vehicle after being informed of the issue. Any issuance of compensation is dependent upon such confirmation. Compensation does not constitute an admission of liability and is provided as a goodwill or service adjustment. Any compensation that is granted during the trip is conditional to verification of its assumptions at the drop-off - the refund will only occur after the ‘Account Closing Process’ is finished and all the conditions upon which such compensation was granted are verified. If the conditions are not present, we retain full rights of withdrawing any compensation previously communicated (for example: if you report that heating is not working and communicated entitlement to a refund during trip but heating is fully working at the time of drop-off, the value will be disregarded).

26.3.7.3. By accepting the malfunction, you agree to continue the rental with the Vehicle in its current condition and you waive the right to request a full refund for any day that you were impacted and for trip termination based solely on that specific issue.

26.3.7.4. If the issue worsens or new issues arise, you must notify us immediately, we will reassess the situation and determine the appropriate next steps. Acceptance of a malfunction does not prevent reassessment where conditions materially change. You agree to follow reasonable instructions provided to mitigate the impact of the malfunction and to allow continuation of the trip where appropriate.

26.3.7.5. Where Malfunction Acceptance is applied, we do not guarantee full functionality of the affected component for the remainder of the rental period.

26.3.8. Supplier Repairs refers to repairs carried out by third-party workshops or service providers, either within or outside our approved network, where the issue cannot be resolved through Customer Repair or Roadside Assistance on the Spot. Such repairs may involve mechanical, electrical, or campervan system issues requiring professional intervention.

26.3.8.1. All Supplier Repairs must be identified, coordinated and approved by us in advance; assigned to a specific supplier confirmed to have the capacity, tools, and availability to perform the repair within a reasonable timeframe.

26.3.8.2. We reserve the right to select the supplier; validate repair scope and cost; reject suppliers that do not meet operational or quality standards. We reserve the right to limit the scope of repairs; decline repairs that are not essential to the continuation of the trip; propose alternative solutions where more appropriate.

26.3.8.3. When directed to a Supplier Repair, you must travel to the confirmed workshop at the agreed time and location, follow all instructions provided by us and the supplier; not authorize any additional repairs beyond those approved and remain available for communication during the repair process. Where suppliers are unavailable (including weekends or outside business hours), repairs may be scheduled for the next available working period; In those cases, you may be required to wait or remain near the repair location. Failure to comply may result in delays, additional costs, or denial of reimbursement.

26.3.8.4. Where possible, the supplier will issue the invoice directly to us. In such cases, you will not be required to make payment at the time of service; Costs will be assessed and allocated in accordance with the liability provisions of this Agreement. Where direct billing is not possible, you may be required to pay the supplier directly at the time of service; the supplier must issue a valid invoice including our company details, where feasible; You must retain and submit the invoice and proof of payment. You acknowledge that upfront payment may be required as a condition of service and reimbursement is not automatic and is subject to liability assessment.

26.3.8.5. We will bear the cost of Supplier Repairs where the issue arises from mechanical or electrical failure not attributable to you; normal wear and tear and manufacturing defects. You will be responsible for all costs where the issue arises from misuse or negligence; failure to follow instructions or warnings; incorrect operation of vehicle systems and unauthorized repairs or modifications. We reserve the right to charge you for the cost of those repairs and use the information provided to us by the Supplier regarding the cause of the failure. We are not liable for indirect or consequential damages arising from repair delays or outcomes.

26.3.9. Depot Repair refers to repairs carried out at an Indie Campers-operated location (depot), where the Vehicle is inspected and repaired by our personnel using available tools, parts, and technical expertise. Depot Repair is typically used where the vehicle remains drivable, Spot Roadside Assistance and Supplier Repairs are not feasible, available or appropriate, or the issue requires specialized knowledge or access to internal resources.

26.3.9.1. Depot Repair is subject to identification of a suitable depot based on your location and travel route; confirmation of the depot’s availability, capacity and are subject to availability of parts, tools, and personnel at the depot. Therefore, we do not guarantee that all issues can be resolved at a depot.

26.3.9.2. We reserve the right to select the depot location; schedule the repair timing; determine whether Depot Repair is the appropriate solution.

26.3.9.3. You must not proceed to any depot without prior confirmation and instructions from us. When directed to a Depot Repair, you must travel to the designated depot at the agreed time; follow all instructions provided by us and depot staff; ensure timely arrival to avoid disruption to operations; remain available during the repair process if required. Failure to comply may result in delays, rescheduling, or additional costs. You must not continue driving the Vehicle to a depot if doing so may cause further damage or you have been instructed to stop the Vehicle.

26.3.9.4. We do not guarantee immediate repair or same-day resolution. If a Depot Repair cannot be completed on the same day, you may be required to remain near the depot until the repair is completed. Overnight stay arrangements may be considered where necessary and its expenses will only be covered where the issue is not attributable to you and where provided under your Protection Plan. If the issue is determined to be caused by you, accommodation will be booked at your expense.

26.3.10. Towing refers to the transport of the vehicle by a designated recovery provider where the vehicle is not in a safe or operable condition and cannot be repaired on-site or driven to a repair location. Towing is considered a last-resort solution and will only be implemented where no other reasonable alternative is available or driving the vehicle may cause further damage or pose a safety risk.  We retain sole discretion in determining whether towing is required.

26.3.10.1. In the event towing is required, you must immediately cease operating the Vehicle where instructed; remain at or near the Vehicle unless otherwise directed, provide accurate location details and cooperate with recovery arrangements and follow all instructions provided by us and the towing provider.

26.3.10.2. You must not arrange towing independently or engage third-party recovery services without our prior authorization. All towing operations will be arranged and coordinated exclusively by us, must be carried out by approved providers or partners and will include verification of availability, timing, and destination before execution. If you do so, you will not be reimbursed and may result in full liability for all associated costs and we may refuse additional requests of assistance.

26.3.10.3. We reserve the right to select or approve the towing provider, determine the towing destination and define the timing and logistics of the operation.  The vehicle will be towed to an approved repair partner or supplier, a third-party workshop capable of performing the required repairs, a towing company storage facility or Indie Campers depot, based on  availability of repair services, geographic proximity and operational feasibility.

26.3.10.4. We will bear the cost of towing where the issue arises from mechanical or electrical failure not attributable to you or manufacturing defects. You will be responsible for all towing-related costs where the issue arises from misuse, negligence, or improper operation, driving in prohibited areas (including off-road or restricted terrain); failure to follow instructions or warnings; running out of fuel or incorrect fuel usage; any breach of this Agreement. Costs may include towing services, recovery operations, storage fees and additional handling or logistics charges. These costs may be charged directly or invoiced after the rental period.

26.3.10.5. The final allocation of costs will depend on the outcome of the liability assessment. When it is not clear the root-cause of the issue, we reserve the ability to immediately charge your deposit until further proof is obtained. Deposit will be released and refunded according to the clauses in the section ‘Account Closing Process’.

26.3.10.6. The payment method for towing and roadside assistance services will depend on the service provider, location, and operational constraints at the time of the incident. Where available, the service provider will invoice us directly. In such cases, you will not be required to make any payment at the time of service. Where feasible, we may arrange payment directly with the service provider via remote means (e.g., bank transfer or virtual payment methods), without requiring your involvement. Where direct billing or remote payment is not available, you may be required to pay the service provider directly at the time of intervention. If you are required to pay upfront, you must obtain all the documentation required to be reimbursed according to clauses of the section ‘Refunds and Compensation’.

26.3.10.7. Towing does not guarantee continuation of the trip and it depends whether you have selected a Protection Plan that includes a Substitution Vehicle and the vehicle becomes unusable due to a non-attributable issue. If you have a Protection plan that includes a substitution van, we may provide a replacement vehicle, subject to availability and operational feasibility. If you do not have a Protection plan that includes a substitution van and the vehicle becomes unusable and cannot be fixed during the duration of your rental, the rental will be considered interrupted. If the cause of the issue is attributable to you, no refund will be granted for any unused rental period ; If the issue is not attributable to you, we will refund the remaining unused days.

26.3.11. Substitution Vehicle refers to a replacement vehicle provided to allow continuation of the rental where the original Vehicle becomes unusable. A Substitution Vehicle may be offered when the vehicle becomes unusable due to a mechanical or electrical issue not attributable to you, the issue cannot be resolved within a reasonable timeframe through other available solutions and a suitable replacement vehicle is available within a reasonable distance. Provision of a Substitution Vehicle is subject to availability, location, and operational constraints. Provision of a Substitution Vehicle does not guarantee uninterrupted continuation of the trip.

26.3.11.1. This service is available only if, until the moment of pick-up, you have chosen and paid a Protection Plan that includes the Substitution Vehicle service.

26.3.11.2. Where a Substitution Vehicle is provided, we will coordinate the replacement and provide instructions for collection; You may be required to travel to a designated location to collect the vehicle and additional costs (including transport, accommodation, or other expenses) will only be covered only in case where the issue is not attributable to you and where provided under your Protection Plan. A Substitution Vehicle may differ in model, layout, features or specifications from the original booking and may require relocation to a different pick-up location. In cases where the model is downgraded, it will not result in a refund. The costs of that relocation are supported either by you or us depending on whether the situation is considered an exclusion or not.

26.3.11.3. If you have a Protection Plan that includes a substitution vehicle and an incident that renders the vehicle unusable occurs, the following shall apply:

26.3.11.3.1. If the incident falls within the scope of situations covered, you are entitled to a Substitution Vehicle and we will proceed with the exchange according to the terms in here established;

26.3.11.3.2. If the incident was caused by negligence or any exclusion foreseen in this clause or in the Protection Plans clause, you are entitled to a Substitution Vehicle, that will given considering in here established, but you are responsible for the costs of damages and recovery of your initially assigned vehicle and the costs of transportation associated with the retrieval of the new vehicle.

26.3.11.4. If you do not have a Protection Plan that includes a substitution vehicle and an incident that renders the vehicle unusable happens, the following shall apply:  

26.3.11.4.1. If the incident was caused by negligence or any exclusion foreseen in this clause or in the Protection Plans clause, your trip will be terminated. You are responsible for the costs of damages and recovery of your initially assigned vehicle and you will not be refunded for the remaining nights of your rental.

26.3.11.4.2. If the incident falls within the scope of situations covered, we are not obliged to provide you with a substitute vehicle; your trip will be terminated but you are entitled to a refund for the unused nights of your rental agreement. You may choose to make another reservation to continue your trip, subject to the conditions established in the provision of the section ‘Booking’.

26.3.11.5. A substitution vehicle is the equivalent of continuing the journey - If you are entitled to a Substitution Vehicle, you also have the option to exchange it for the early termination of your rental agreement, instead of using a new vehicle. If you accept a Substitution vehicle, you waive any right to claim a refund for any of the days that you have been using a vehicle. If you choose not to accept a Substitution Vehicle and choose to terminate your trip earlier, you are entitled to a refund for the unused nights of your rental agreement. Conversely, if you are entitled to a Substitution Vehicle and we cannot provide you with one, due to operational constraints or by choice, we can proceed with an early termination of your rental agreement and refund you for the remaining nights of your trip.

26.3.11.6. Any refund granted under the conditions of this clause will only be refunded after the ‘Account Closing Process’ is finished and according to the conditions there established. We reserve the right to hold the deposit until all the liabilities are properly assessed.

26.3.12. You are only entitled to 1 substitution vehicle per trip and, in order to proceed, a new deposit is required for the replacement vehicle and any outstanding balances or charges must be settled before a replacement vehicle is collected. The Substitution vehicle shall follow the same procedures as for any other rental.

26.3.13. Trip Cancellation refers to the early end of the rental period before the scheduled drop-off date due to a vehicle issue, operational constraint, or other qualifying event.

26.3.13.1. The rental may be terminated prior to its scheduled end where the Vehicle becomes unusable and cannot be repaired within a reasonable timeframe, no suitable Substitution Vehicle is available or feasible or the continuation of the trip is not reasonably possible due to operational or safety reasons. We retain sole discretion in determining whether Trip Termination is the appropriate outcome.

26.3.13.2. If, at any moment in time, you feel your safety is compromised, you must request for a trip cancellation and wait for our approval and appropriately schedule the return date and time for the vehicle return in coordination with our local teams. Upon our approval, you must follow our instructions regarding the return and handover established in the ‘Drop-Off Process’. After the return of the vehicle, you will be refunded for the remaining days. At the same time, you cannot claim a full refund for the nights that you spent in the vehicle if you do not choose to return the vehicle.

26.3.13.3. If you unilaterally choose to terminate the trip where a reasonable alternative solution has been offered and is available, you will not be entitled to a full refund for the unused rental period.

26.3.13.4. Where Trip Termination results from a cause not attributable to you and covered by the Protection Plans, you will be entitled to a refund for the unused portion of the rental period; Any additional compensation will be determined in accordance with this Agreement and your selected Protection Plan.

26.3.13.5. Where Trip Termination results from a cause attributable to you, including misuse, negligence or breach of this Agreement, no refund will be granted for any unused rental period;

26.3.13.6. In any event, you waive your right to claim for a full refund.

26.3.13.7. Unless otherwise stated in your Protection Plan, you are responsible for arranging your own onward travel and accommodation following Trip Termination and we do not guarantee transport, accommodation or alternative travel arrangements.

26.3.13.8. Except where explicitly provided under this Agreement or your Protection Plan, Trip Termination does not entitle you to compensation for loss of enjoyment; Reimbursement of external expenses (e.g., flights, activities, accommodation, camping park reservations or parking) or any indirect or consequential damages.

26.3.13.9. Any refunds, charges, or reimbursements resulting from Trip Termination will be processed in accordance with the Account Closing Process and applicable timelines.

F. Drop-off

All good things must come to an end and, at the end of your rental period, you must return the vehicle. It is essential that you do so according to the procedures established below, respecting the conditions of this rental agreement, as they are crucial to ensure transparency and fairness when closing your account and to guarantee operational continuity and that our next customer can enjoy the experience that we aim to provide.

27. Drop-Off Process

27.1. Drop-off Process shall take place when you return the vehicle to us at the agreed location, date, and time, and complete all applicable return requirements, inspections, validations, and handover steps required by this Rental Agreement. For the avoidance of doubt, merely leaving the vehicle at the depot or at any other location shall not, by itself, constitute a completed drop-off or check-out.

27.2. The drop-off process is a mandatory and essential stage of the rental journey. Its purpose is to allow us to verify the vehicle’s condition, equipment, cleanliness, energetic condition, additional consumptions, and any other relevant elements at the end of the rental period, while also allowing you to conclude the handover process in a structured and transparent manner.

27.3. You acknowledge and accept that check-out is essential to ensure that the vehicle may be duly inspected, cleaned, organized, and prepared for the next customer in the expected condition and service standard. For that reason, compliance with the drop-off requirements is fundamental not only for the proper closing of your booking, but also for the quality and continuity of the service.

27.4. The Drop-Off process must be completed with our staff and through the applicable platform procedures at the designated depot, and may include confirmation of Drop-Off Requirements, inspection of the vehicle and equipment, registration of relevant information, identification of damages or missing items, settlement of additional charges where applicable, and completion of the end-of-rental feedback form, Vehicle and Experience Handover Review. Failure to cooperate with or complete the check-out process may result in delays, additional charges or loss of eligibility for certain benefits.

27.5. The Drop-off process is completed only with the conclusion of the Vehicle and Experience Handover Report step. Any delay in completing it may result in delays of the Account Closing Process and the closure of the contractual agreement.

28. Drop-Off Requirements - Your Obligations

28.1. The Drop-Off Requirements sections below outline your responsibilities when returning the vehicle at the end of the rental period - this ensures smooth operations, minimizes disruptions, and maintains the quality and availability of the fleet for future customers. Compliance with these requirements is mandatory to guarantee we can provide a good experience to our next customer. Thus, compliance is mandatory to avoid additional charges, penalties, and potential recovery actions. This section also establishes a clear distinction between delayed returns with prior communication and those without, ensuring fairness while upholding operational efficiency. You are responsible for:

28.1.1. You must deliver the vehicle on time and in the correct location.

28.1.1.1. You must return the vehicle to the designated drop-off location at the scheduled date and time, being entitled to a 30 min grace period. Failure to adhere to the agreed return location or scheduled time will lead to penalties and/ or additional charges as described in the paragraphs below.

28.1.1.2. You are entitled to change the drop-off time only up to 48hours before your pick-up time, as detailed in the Booking Changes clause. Any changes to the established drop-off time must be requested to and approved by us in advance by contacting our support team through the appropriate channels made available in our website (i.e. phone, client area, request submission or chat) so that we can guarantee that the staff is adequately prepared and scheduled for the event. If we do not authorize the change of the drop-off time, you must comply with the drop-off time established at the time of the pick-up of the vehicle.

28.1.1.3. If you return the vehicle late, with delays exceeding 30 minutes from the agreed drop-off time will result in the application of a Late Drop-Off Fee applied to you as referred to in the Fee Document, which shall apply to the number of hours delayed, measured as the difference between the actual start of the drop-off and the initially established drop-off time. It is of paramount importance that you return the vehicle on time to guarantee that the trip of the next customer starts on time. To that end, we reserve the right to apply any additional cost that we may incur due to your delay, including accommodation and transportation expenses foreseen in the clause “Pick-Up delays by Indie Campers” in the section Time of Arrival at depot and timing of delivery.

28.1.1.4. If you are late for the Drop-Off, we will contact you to expedite the return. If you fail to give us notification with a reasonable justification within the following 2 hours after the scheduled drop-off time and have missed our attempts of contact, we will activate the Missing Vehicle Protocol. In this case, we are entitled to immediately claim the full security deposit until we can determine the situation and understand the total costs you are liable for. Since the moment of that activation, you incur in a Missing Vehicle Fee that shall be applied to each day that you fail to return the vehicle to our possession and conduct the drop-off process. You will also be subject to pay any costs incurred by us due such delay, such as penalties due to unavailability of the vehicle to be delivered in time for subsequent customers. We will also contact local and international authorities providing them with the necessary and lawful information to guarantee the traceability and swift recovery of the vehicle. Upon return we will conduct a vehicle and equipment damage assessment and you will also be responsible for any costs of those findings. You will also be responsible for any costs that we may incur in reimbursing customers that were impacted due to your behaviour. After all expenses and fees are attributed to your account, the Account Closing Process will be conducted.

28.1.1.5. If you return the vehicle at an earlier date than the initially established drop-off date, you will not be reimbursed for the remaining days.

28.1.1.6. If you return the vehicle to one of our locations that was not the original drop-off location, you will be charged with a Vehicle Relocation Fee, as defined in the Fee document.  

28.1.1.7. Unassisted or remote drop-offs are strictly forbidden. If you return the vehicle to one of our locations or within its premises (<500m from any of our drop-off locations) but, without our consent, have not done a drop-off process supervised by our staff (example: Drop-off was set for 11:00am but you left the vehicle during the night to catch a flight), you will incur in an Unauthorized Remote Drop-off Fee as defined in the Fee document. Upon return of the vehicle we will conduct a vehicle and equipment damage assessment and you will also be responsible for any costs of those findings, whether they were done and reported during your trip or if they were incurred during the time the vehicle was left without supervision.  

28.1.1.8. If you do not return the vehicle to any of our locations or their premises (<500m from any of our drop-off locations) but, until the established drop-off time you informed us of the location of the vehicle, we are entitled to immediately claim the full security deposit until we can determine the situation and understand the total costs you are liable for. You will be charged with a Vehicle Abandonment Fee, that is applied to cover the cost of the team that will be dedicated to locate and retrieve the vehicle. Upon return of the vehicle we will conduct a vehicle and equipment damage assessment and you will also be responsible for any costs of those findings, whether they were done and reported during your trip or if they were incurred during the time the vehicle was abandoned. You will also be responsible for any costs that we may incur in reimbursing customers that were impacted due to your behaviour. You will be responsible for any parking costs. If the vehicle is stolen during the time it was abandoned, you will be fully responsible for its cost.

28.1.1.9. If, in any of the scenarios above, the vehicle is returned or recovered without its keys, you will incur a Missing Key Fee and all the costs associated with securing the vehicle. That cost varies by location and type of vehicle.

28.1.1.10. In the event that you unilaterally decide to return the vehicle before the agreed-upon drop-off time without prior approval, the following conditions shall apply, we shall not be obliged to accept the vehicle prior to the scheduled drop-off time and we will not approve the execution of a Remote Drop-off outside of the working hours of the depot.

28.1.1.11. All fees outlined above in this clause are cumulative, meaning that multiple fees may be applied simultaneously for multiple failures.

28.1.2. Returning the vehicle in the same cleaning condition as it was delivered and in the following conditions:

28.1.2.1. Floors, compartments, and surfaces must be returned in a condition free of dirt, food residues, spills, and debris. The refrigerator must be emptied, thoroughly cleaned using the provided detergent, and left open to ensure proper ventilation and to prevent odors. Failure to comply will result in the imposition of an Interior Cleaning Fee; 

28.1.2.2. The fresh water and wastewater tank must be fully emptied prior to returning the vehicle. Failure to comply will result in a Water Tank Disposal Fee;

28.1.2.3. The toilet cassette must be emptied, thoroughly rinsed with clean water and reinstalled in its designated compartment. Failure to comply will result in an Toilet Cassette Disposal Fee;

28.1.2.4. The bathroom floor, sink, and fixtures must be cleaned and returned free of dirt, debris, and pet or human hair. All compartments and drawers must be emptied, and any trash and personal belongings removed. Bedding and linen must be placed in the provided dirty laundry bags, and blankets and pillows must be sealed in the designated plastic bags. Failure to comply with these procedures will result in a Compartment Cleaning Fee;

28.1.2.5. All fees outlined above in this clause are cumulative, meaning that multiple fees may be applied simultaneously for multiple failures.

28.1.3. Returning the vehicle with the same energetic condition as it was delivered

28.1.3.1. The vehicle fuel and adblue of the vehicle must be returned according to the conditions established in Fuel Policy and AdBlue Policy. Lack of compliance will lead to the applicability of the fees established thereof.

28.1.3.2. The battery levels must be returned according to the conditions established in the Battery Policy. Lack of compliance will lead to the applicability of the fees established thereof.

28.1.4. Returning the equipment must be returned with the same physical condition as it was delivered.

28.1.4.1. The vehicle must be returned without damages. The Damage Assessment process and its consequences are explained in the ‘Damages’ Section.

28.1.4.2. Individual Extras or components that have been damaged beyond the wear and tear, lost and not returned will be charged at their full replacement value, as established in the table Ancillary Replacement Fees as stated in the Fee Document.

28.1.4.3. Components included in kits (such as kitchen kit, bedding kit or cleaning kit) are categorized either as small or big items. In case those components are damaged or missing, a Small item replacement fee or a Big item replacement fee will be applied. These fees can be applied as many times as the number of components that are missing or broken.

28.1.4.4. All the clauses foreseen in ‘Use of ancillary Products’ are applicable.

28.1.5. Verifying that additional consumptions over already contracted terms are accounted for correctly

28.1.5.1. As we conduct the drop-off process, we will identify any breach to the terms previously established and add them to your account. You must verify they have been registered properly, adequately reflecting reality. You acknowledge that by letting our staff register them, you recognize they represent the reality and recognize that you are responsible for the payment of such charges. In case you disagree with them, you are entitled to escalate the issue, according to the clauses foreseen in Complaints and Dispute Resolution.

28.1.6. Complete the mandatory vehicle and experience handover review

28.1.6.1. As part of the Drop-Off Process, you must complete the Vehicle and Experience Handover Review (VEHR). The purpose of this Handover Review is to collect structured feedback on your experience, validate any issues encountered during the trip to facilitate service recovery, identify key dissatisfaction points to improve operational standards and enable refunds or compensations for service failures in accordance with our obligations under this agreement.

28.1.6.2. The Handover Review must be completed at the time of drop-off and will be available in your client area.

28.1.6.3. Failure to complete the (VEHR) will result in a delay in processing refunds and compensations and in releasing the deposit.

28.1.6.4. Failure to complete the (VEHR) will cause you to lose eligibility for claims related to post-rental disputes because we have not collected the in-depth feedback that will allow us to conduct a thorough and fair analysis and an adequate calculation of any refund or reimbursement.

28.1.6.5. Failure to complete the (VEHR) results in the loss of the privileged access to Indie Specials, Indie Deals and other loyalty benefits.

29. Drop-Off Requirements – Our Obligations

29.1. We are committed to ensuring that vehicle drop-offs are processed promptly at the scheduled time and location as outlined in the Rental Agreement. Our obligations is to guarantee the drop-off process occurs with the supervision of our staff and that we conduct a thorough and fair assessment of your all your drop-off obligations and make a just application of any additional fees predicted in the clauses above and collect any relevant feedback, proof and justification that will serve as justification for any refunds or compensation that you may be entitled to.

29.2. We hold no obligation to have dedicated staff during all the opening hours of the depot, only at the scheduled time. We hold no obligation or responsibility to not conduct a supervised drop-off process if you return the vehicle at any other time without warning or consent from our side. This situation will be treated in accordance with the penalties established in Clause “Drop-off Requirements - Your obligations”, specially the section pertaining to Unauthorized Remote Drop-off Fee and other eventual costs.

29.3. In exceptional circumstances, our staff may not be able to be present during the drop-off at the scheduled drop-off time. In this case, you will be contacted and authorized to perform an authorized Remote Drop-off Process. Remote drop-offs can only occur at an authorized site. The process guarantees that the vehicle is returned to our location in a secure area and that the keys are safely stored. You will need to provide 4 pictures of the van, one from each side, showing the full side of the vehicle, 1 picture of the dashboard showing mileage and fuel level at drop-off, 1 picture showing the location of the key, 1 video of the interior of the campervan to confirm its condition at return and 1 picture showing where the van is parked. You must also ensure the vehicle is returned fulfilling all other drop-off requirements. By properly executing the Remote Drop-off procedure you will not be charged an Unauthorized Remote Drop-off Fee and you will also safeguard yourself from any damage that may occur to the vehicle between the moment that you returned it and the moment we conduct our assessment. By not complying with the Remote Drop-off procedure, you will face all liabilities applicable to the event of an unauthorized remote drop-off. Alternatively, we may offer expedited check-out procedures or redirect you to another drop-off location to minimize inconvenience. In that event, you will not be charged a Vehicle Relocation Fee.

29.4. You must remain accessible using the contact information provided during booking to receive updates and instructions regarding the delay.

29.5. Our liability for delays is limited to the provisions stated herein. We are not responsible for indirect or consequential losses, such as missed transportation or accommodation, unless explicitly agreed otherwise.

30. Damages Assessment and Estimation Process

30.1. Damages shall be assessed based on the condition of the vehicle at drop-off compared to its documented condition at the start of the rental period.

30.2. We have developed a methodology to guarantee the accuracy, fairness and transparency of the process. Damages can be identified during the drop-off procedure or during the audit process that is conducted remotely. The assessment shall be based on a post-rental inspection, supported by photographic and documentary evidence, including, but not limited to, photos taken at pick-up and drop-off, which shall constitute the primary basis of examination and verification of the vehicle’s condition.

In addition, we will conduct a post drop-off verification and audit process, which may include review and validation by internal or external assessment teams, for the purpose of completing and validating the damage assessment. As a result of this process, damages might be added, changed or removed. Any change will be included in the final Damage Report to be sent to you.

30.3. The damages identified may be classified as simple damages, complex damages or wear and tear. Our internal policies determine which damages are simple or complex through our systems. Simple damages are defined as those whose responsibility can be attributed to you in a reasonably straightforward way and whose pricing, based on the cost and pricing methodology explained below, can be determined based on predefined rules. Complex damages are damages for which the customer liability or its repairs costs cannot be determined immediately (including, but not limited to, cases requiring inspection by a third-party provider, mechanical assessment, or where liability is disputed following an incident). Based on the type of damages that are identified, the following rules apply:

30.3.1. Any simple damage will be charged immediately at the drop-off. If, during the audit process, the total value of the damages is changed, the difference will be charged or refunded.  

30.3.2. For any complex damage, the security deposit will be charged until the assessment is completed and/or a final decision is made by the relevant insurance provider or third-party assessor. In such cases, you will be promptly informed that an investigation has been initiated, including confirmation that the vehicle is being reviewed by third-party specialists to determine the extent of the damage, associated costs, and liability.

30.3.3. Wear and Tear refers to the natural deterioration of the Vehicle resulting from reasonable and proper use over time, in accordance with the terms of this Agreement. Wear and Tear is considered an expected condition of vehicle usage and is not subject to customer liability or additional charges. The assessment and classification of Wear and Tear is performed by the Company’s system based on predefined criteria, thresholds, and condition standards, and not by depot personnel or customer discretion. That criteria is defined in the clauses set forth in the section ‘Use of the vehicle’.  

30.3.4. Wear and Tear does not include any condition or deterioration that exceeds defined thresholds or that affects the safety, functionality, structural integrity, or operability of the Vehicle. Without limitation, Wear and Tear excludes damage such as broken or cracked components, perforations, missing parts, paint penetration, or any defect exceeding the applicable size or severity limits defined by the company’s standards. Only conditions classified by the system as within Wear and Tear thresholds shall be excluded from charges. Damage results from negligent use, misuse, non-compliance with operating instructions, or breach of the Terms and Conditions, such damage shall not be considered normal wear and tear and shall be fully chargeable to you in accordance with this clause.

30.4. You shall receive a Damage Report outlining the identified damages, the photographic evidence supporting the assessment, the applicable categorisation, and the corresponding charges, taking into consideration the protection service chosen by you, where applicable. We cannot charge any damage without a corresponding Damage Report.

30.5. The value of each damage is estimated based on current market rates and recognised industry practices for parts, labour, logistics, and associated services required to repair or replace the damages. The valuation of any damage shall be determined by reference to a combination of technical, operational, and market factors, including, without limitation: mechanic hourly rates; estimated intervention time; spare part costs and availability - we use the cost of original spare parts, not aftermarket; painting and consumables;  vehicle unavailability and operational downtime; logistics, transport, and relocation costs; administrative and handling costs; and applicable taxes, duties, and regulatory fees. In addition, damage valuation shall take into account contextual and commercial factors, including: the nature, type, and severity of the damage; the vehicle model and configuration; the drop-off location and the place where the repair needs to be conducted; and prevailing market conditions and local operational cost structures. You will receive the relevant valuation details as part of the Damage Report. You remain fully liable for all assessed damage costs, subject only to the applicable protection plan service coverage and exclusions.

30.5.1. If you have any questions or require clarification regarding the methodology or the Damage Report, you can contact the company through support channels located in your client area or by submitting a request through our website (located at the bottom of the webpage).

30.5.2. If you do not agree with the damage valuation, you may request an independent mechanic quote within 5 working days from receiving the damage report via our Global Support Team email. The email should detail your booking details and which specific damage do you require clarification along with the rationale for the disagreement with the price.

30.5.2.1. All costs associated with obtaining such a quote shall be borne by you, including, without limitation, vehicle relocation, logistics, inspection fees, and administrative costs.

30.6. We shall use reasonable efforts to communicate identified damages and associated charges within a reasonable timeframe following drop-off.

30.7. By signing the rental agreement and/or making a booking with us, you expressly accept the applicable damage assessment and pricing methodology.

30.8. Damage values are standardised, non-negotiable, and binding, irrespective of whether we elect to repair, replace, outsource, defer repair, or retain the damage unrepaired.

30.9. Damages excluded from protection plans and/or maximum liability limitations shall be charged in full to you, in accordance with the applicable exclusions and policies governing the selected protection service.

31. Damages & Declaration of Accident (DA)

31.1. The Declaration of Accident (“DA”) is an incident reporting tool provided by us, in a hard copy and/or in an electronic version made available at check-in accessible online through client area, to document any event involving damage to or an accident with the rented Vehicle. Completion and timely submission of the DA is essential to support the assessment of liability, initiate insurance processes and maintain the validity of any Protection Plan.

31.2. In the event of an accident, theft, robbery, vehicle damage, or any similar incident, you agree to comply with the following procedures without delay:

31.2.1. Notify us and the local police authorities as soon as possible. If immediate notification is not feasible due to exceptional circumstances (i.e., injury), it must be done as soon as reasonably practicable.

31.2.2. Fully complete and submit the Declaration of Accident (“DA”) until the earliest of 2 days after the incident or the drop-off date. The Declaration of Accident must include the following information:

31.2.2.1. Vehicle license plates of all parties involved;

31.2.2.2. Names and contact information of all drivers and insured parties;

31.2.2.3. Insurance details for each Vehicle (insurer, policy number, etc.);

31.2.2.4. Date, time, and exact location of the incident;

31.2.2.5. A factual description of how the event occurred;

31.2.2.6. Signatures of both parties are required only if the damage was done without 3rd party involvement; If another party is involved, you must request their cooperation in completing and signing the DA. If the other party refuses, you must record the refusal in the DA and report it to us. In cases such as hit-and-run, refusal to cooperate, or personal injury, you must immediately contact local authorities and later provide us with any police report or reference number.

31.2.2.7. Photographs of the scene and damages;

31.2.2.8. A police report or reference number (where applicable);

31.2.2.9. Any witness statements or contact details.

31.2.3. Where applicable, collect the accident report signed by all involved parties, any documents prepared by the police authorities, and—if the vehicle has been stolen—the keys, if retained. These must be submitted as soon as possible to us.

31.2.4. You must not admit fault or accept responsibility on our behalf under any circumstances.

31.2.5. Should a repair be necessary, the vehicle must be stopped immediately before further damage can occur. The continuation of the journey, even to the nearest garage, shall only be permitted with our prior consent, except if consequential damage can be ruled out based on the type of damage report.

31.2.6. If you take the vehicle to a garage or have it taken there, we must be informed immediately during business hours, and before giving the repair garage a repair order, about the duration and the costs of the repair and the exact contact and location of the garage. Repair must not commence before approval has been granted. We will only pay for repair costs if they are approved by us beforehand and only upon presentation of the respective receipts/invoices.

31.3. Failure to comply with these procedures, including the timely and proper submission of the DA and supporting documents, will result in the invalidation of any Insurance or optional Protection Plans. In such cases, you will be held fully liable for all resulting damages and associated costs, as outlined further.

This paragraph does not apply if you are unable to complete the DA due to reasons beyond your control (i.e., injury or any other emergency), provided that we are informed as soon as reasonably possible.

31.4. If an incident is identified at drop-off or reported by a third party, and no DA was submitted by you, we reserve the right to charge a “Incomplete Accident Declaration Fee” as outlined in the “Fee Document”. This fee reflects the administrative, investigation, or insurance-related work required when a DA is not provided.

G. Account Closing Process

32. Account Closing Process

The Account Closing Process or Account Settlement describes the activities related to the verification of all events that have occurred during your trip, their justifications, calculation regarding any outstanding balance that you may have or and the settlement of such debt towards the other party.

32.1. The Account Closing Process takes place after the Drop-off process and after the Damages Assessment and Estimation Process has been concluded and the value of all charges that you incurred during your trip have been adequately determined.

32.2. We are entitled to hold your deposit until the end of the Account Closing Process. The process should take up to 72 hours after your drop-off date but, in exceptional circumstances, it may take longer given the need to collect further evidence in order to adequately ascertain liability of certain events. In all situations, we have the right to hold the deposit until such evidence is gathered.

32.3. During the process we will determine the totality of the charges placed upon you, according to all the applicable Fees and scenarios, as detailed previously, and all the refunds that you may have been granted during the pick-up or during your trip. For any refund that was communicated since the beginning of your trip, we will verify the associated documentation and verify if the assumptions that led us to communicate it are true - all those that are not will not be considered as eligible refunds - please refer to your communication obligations mentioned on the ‘On-trip’ section. After such verification, we determine the Outstanding Balance, which is calculated by the sum of the total charges not yet paid and the total amount of refunds that you have been given but not yet received.  The Outstanding Balance may be positive, in which scenario you will owe such amount to Indie Campers, or it may be negative, in which case you are owed such amount by Indie Campers.

32.3.1. If the Outstanding Balance is negative, your deposit will be released in full and we will transfer the amount of the Outstanding Balance to the credit card that you have provided us.

32.3.2. If the Outstanding Balance is positive and lower than the deposit that you have provided, we will charge that amount to the deposit and release the remainder of the deposit.

32.3.3. If the Outstanding Balance is positive and higher than the deposit that you have provided, we will charge that totality of the deposit on hold and charge the remaining balance to your credit card. To the remaining amount that could not be collected by us through any means of payment provided by you shall be considered as Outstanding Debt and will follow the debt collection procedures described in the clauses foreseen in Debt Acknowledgement and Payment Pact.

32.3.4. You agree not to contest any charges made to the payment methods provided for the settlement of the Outstanding Balance or Outstanding Debt.

32.3.5. You are aware that if the payment methods provided are insufficient, expired, or otherwise unchargeable, the Outstanding Balance will remain due and legally enforceable for the maximum period permitted by law.

32.3.6. The deposit will be the preferred method of chargeability for any outstanding amounts. If the deposit is insufficient or it is no longer available to cover the total charges, the balance will be charged to your payment method. The payment methods provided by you will be used to cover any and all charges that arise during the rental period that have been identified until the start of the account settlement.

32.4. By the end of the process you will receive a summary of the settlement of your account.

32.5. While we communicate that the deposit has been released by Indie Campers during the day the Account Closing Process is concluded, it may take up to 5-7 business days for your credit institution to restore it to your account. During such period, you should contact your bank for any questions related to the timing of its arrival in your bank account. We hold no obligation to contact your bank in order to provide you with such information nor have we any ability to influence the speed of the process.

33. Refunds and Compensation

33.1. This clause defines the rules governing any refunds, credits, or compensation that may arise throughout the rental journey, including pre-trip, pick-up, on-trip, drop-off, and post-trip stages.

33.2. Refunds and compensation are granted solely in accordance with this Rental Agreement, the Fee, Compensation, and Service Levels document (“Fee Document”), and the Customer Satisfaction Commitment Framework. Any compensation is designed to address direct service failures and shall not be interpreted as an admission of liability beyond the terms expressly set forth in this Agreement.

33.3. You are only eligible for refunds or compensation where:

33.3.1. A service failure attributable to us has occurred; and

33.3.2. You have complied with all applicable obligations under this Agreement, including but not limited to communication and reporting requirements, customer Vehicle Validation and operational instructions for on-trip and malfunction issues. Failure to comply with reporting obligations, follow provided instructions, or cooperate with resolution processes may result in the limitation or exclusion of compensation eligibility. Any on-trip issues and malfunctions

33.3.3. No compensation shall be granted where the issue arises from your negligence and misuse of the vehicle or equipment according to the defined policies in the section ‘On-trip’, external factors beyond our control, including Force Majeure events and normal wear and tear, as defined in this Agreement. We reserve the right to reject any refunds or any type of compensation of the booking amount due to any extreme events, such as pandemics, riots, wars, acts of God, industrial disasters.

33.4. Compensation may be granted in one of the following forms:

• Refunds to the original payment method;
• Credits to your account, to be applied during the Account Closing Process;
• Vouchers, subject to validity conditions defined at issuance.

Unless otherwise expressly stated, compensation will be credited to your account and offset against any outstanding amounts owed to us before any balance is refunded.

33.5. The calculation of any refund or compensation shall follow the rules defined in the applicable clauses of this Agreement; and the amounts and service levels established in the Fee Document. Where no specific amount is defined, compensation shall be determined based on the severity and duration of the service disruption, the impact on the usability of the vehicle and continuation of the trip and the reasonable efforts made to resolve the issue.

33.6. Compensation is limited to the direct loss of use of the service and shall not include indirect or consequential losses, including but not limited to accommodation, transport, bookings, or personal expenses, unless expressly stated. Consequently, compensation is capped at the total rental amount.

33.7. Where you are required to pay upfront, any reimbursement of costs incurred by you is dependent on:

• You must obtain a valid invoice or receipt from the service provider;
• Where possible, the invoice should include our company details;
• You must submit all documentation to us for review before the drop-off and the account closing process is conducted.
• Prior authorization by us, except in emergency situations where prior contact was not reasonably possible;
• A liability assessment to determine the cause of the incident.

If you fail to submit proof in time, you will not be reimbursed for the expenses you incurred on our behalf. You acknowledge that upfront payment may be required as a condition for receiving timely assistance.

33.8. All refunds and compensation during the trip require verification on the drop-off and final validation through the Account Closing Process. Any value communicated before the Account Closing moment is merely indicative and not binding. If we verify that the assumptions that led to its communication are not verified, we reserve the right to communicate that the compensation or refund will not be processed and send a final correct statement of your account.

33.9. Any amounts due to us, including damages, fees, or penalties, shall be deducted from any compensation or deposit prior to refund. Where a positive balance remains in your favor after the Account Closing Process, the amount shall be refunded to your original payment method within a reasonable period. Refund timelines are indicative and may vary depending on banking systems, payment providers, and account reconciliation processes, but they range typically from 5–10 business days, subject to banking institutions..

33.10. Communication of any refunds or compensation shall be made through official channels, including email or the Client Area.

33.11. No further claims shall be accepted in relation to the same event once compensation has been accepted or processed, except where required by applicable law.

34. Debt Acknowledgement and Payment Pact

34.1. The totality of the amount of Outstanding Debt determined during the Account Closing Process needs to be repaid in full to Indie Campers.

34.2. You will receive notice of the total amount owed and a direct link for payment through your Client Area. In case such a method is unavailable or you are not able to adequately use it to settle your debt, you must provide an alternative credit card or payment method that can be used to meet your obligations under the rental agreement.

34.3. You will have a total of 14 days to settle your debt. You acknowledge that, during this period, we are allowed to charge the payment methods that you provided for any amount or collection of amounts up to the total of the Outstanding Debt amount. You agree not to contest any charges made under these conditions.

34.4. You commit to settling all outstanding debts to us without delay and provide any means In case of insufficient funds, declined transactions for any reason, cancelled credit card or suspended credit card, you agree to provide an alternative payment method promptly or to process the payment through other means as directed by us or any entity representing our interests.

34.5. You are aware that if the payment methods provided are insufficient, expired, or otherwise unchargeable, the debt will remain due and legally enforceable for the maximum period permitted by law.

34.6. Failure to settle and fully repay the Outstanding Debt within 14 days will result, without prejudice to any of its other accrued or contingent rights provided for in this Rental Agreement or in the law, in result in seeking further actions to settle that debt, included without limitation referring the outstanding debt to a third-party debt collection agency; initiating legal proceedings to recover the debt, including associated legal costs, court fees, and interest where applicable; charging statutory or contractual interest on the overdue amount from the due date until full payment is received; reporting the outstanding debt to relevant credit agencies or financial institutions, where permitted by applicable law; restricting or suspending your access to our services, including blocking future bookings across all brands and affiliated entities; charging any additional administrative or recovery fees reasonably incurred in connection with the collection of the Outstanding Debt.

34.6.1. For any overdue payments will accrue interest at a rate of 3% above the prevailing benchmark rate applicable to the currency of the outstanding amount, from the date the payment was due until the date it is paid in full. The applicable benchmark rates are: SOFR (Secured Overnight Financing Rate) for payments in USD; EURIBOR (Euro Interbank Offered Rate) for payments in EUR; RBA Cash Rate for payments in AUD; RBNZ Official Cash Rate (OCR) for payments in NZD; Bank of England Base Rate for payments in GBP; Equivalent interbank offered rate for other currencies.

34.6.2. You must indemnify us or any agent mandated by us from and against, all costs and expenses (including without limitation all legal costs and expenses) incurred by us resulting from the default or in taking action to enforce compliance with the rental agreement or recover the debt.

H. Post-trip

35. Post-trip charges

Certain costs related to your rental may only be identified or communicated after the completion of the Account Closing Process. These may include, but are not limited to:

• Traffic fines, tolls, parking violations, and administrative penalties;
• Charges issued by public authorities or private entities;
• Damages, defects, or missing items identified after further inspection or subsequent use of the Vehicle;
• Costs arising from delayed or incomplete information at the time of vehicle return.

35.1. You remain fully liable for any costs attributable to your rental, regardless of whether they are identified before or after the Account Closing Process.

35.2. The completion of the Account Closing Process does not release you from your financial obligations under this Agreement.

35.3. Where such costs arise, we will notify you through the Client Area or official communication channels, providing available details of the charge. Where applicable, supporting documentation or references from third parties will be provided.

35.4. You authorize us to charge any valid payment method previously provided for the settlement of such amounts. Where automatic charging is not possible, you agree to settle the outstanding amount upon request.

35.5. Additional administrative or handling fees may apply to the processing of post-closure charges, as defined in the Fee Document.

35.6. Any dispute regarding post-closure charges must be submitted within 15 days after notification and must include supporting evidence. Disputes relating to fines, tolls, or penalties issued by third parties must be addressed directly with the issuing authority, where applicable. Submission of a dispute does not suspend the obligation to pay the outstanding amount, unless otherwise agreed.

35.7. We shall process post-closure charges within the legally permissible timeframes and in accordance with applicable regulations up to 1 year after the drop-off date. Charges may be processed as long as they are attributable to the rental period and supported by valid documentation.

36. Complaints and Dispute Resolution

If we failed in providing our obligations and you are not satisfied with the service provided by our operations and such issue was not addressed until the end of your trip, we invite you to submit a formal complaint through our official communication channels, including the Client Area, email, or other designated support channels.

36.1. To ensure a fair and efficient investigation and for us to be able to process it, the complaint must include:

• The Booking Reference number.
• A detailed description of the incident, including dates of events.
• Any supporting evidence (photos, police reports, receipts, or screenshots of support chats).

36.2. Complaints must relate to the services provided under this Rental Agreement and must include sufficient detail to allow proper assessment. We reserve the right to request additional information or clarification where necessary.

36.3. Any issue that was not reported during on-trip will not be considered for revision. We will not act trying to make amends on events that occurred without our knowledge and after you have failed to comply with the communication obligations determined in this agreement.

36.4. You must submit a formal complaint until 30 days after the drop-off date. Complaints received after such date will not be considered and we are not obligated to hold on to the information related to your reservation for longer than such date.

36.5. Claims for indirect or consequential losses, including but not limited to loss of enjoyment, accommodation, transport, or third-party bookings, are excluded unless expressly stated in this Agreement.

36.6. Any fines, tolls, or penalties issued by public authorities or third parties must be addressed directly with the issuing entity, where applicable.

36.7. We are not responsible for reviewing or overturning decisions made by third parties, although we may provide supporting documentation where available.

36.8. Any resolution or compensation offered under this Agreement shall be considered full and final settlement of the matter.

36.9. Any dispute arising out of or in connection with this Agreement shall be governed by the applicable law and jurisdiction defined in this Agreement.

37. Electronic Communications, Telematics Notice, and Release

37.1. You acknowledge that the Vehicle may be equipped with a telematics device, global positioning satellite (“GPS”) technology, an electronic locator device, and/or an event data recorder.

37.2. We may locate, monitor, or disable the Vehicle through such systems if deemed necessary, without warning or notice, to the extent permitted by applicable law. Remote monitoring may include the collection of Vehicle data, such as location, odometer, oil life, fuel level, tire pressure, battery charge, diagnostic trouble codes, and other elements that we may deem necessary such as vehicle locations history to determine if you complied with the Geographic Limitations outlined on clause “Use of the vehicle” of  the  terms and conditions. Failure to  comply with those limitations, will make you incur in the Out-of-Territory Fee  as stated in the Fee Document for each day the vehicle is used or located in any of the geographic areas outlined  as per clause “Use of the vehicle”. 

37.3. We are not responsible for the operability of any telematics, navigational, or other system included with the Vehicle. You acknowledge that these systems may use cellular telephone, wireless technology, Bluetooth technology, or radio signals to transmit data, and therefore privacy cannot be guaranteed.

37.4. You authorise any person’s use or disclosure of, or access to, location information, automatic crash notification, and operational vehicle reporting conditions of the Vehicle as permitted by law. You shall inform any and all drivers and passengers of the Vehicle of the terms of this section and that you have authorised the release of information as provided herein.

37.5. Third-party telematics service providers are not agents, employees, or contractors of ours. Your use of a telematics system during the rental is subject to the terms of service and privacy policy of the third-party telematics system provider. The Vehicle may collect and store personal information if you choose to connect a smartphone or other device to the Vehicle’s Infotainment System. We do not access, collect, or use any information that may be stored by the Infotainment System. If you choose to connect a device to the Infotainment System, you are representing that you understand that information from your device may be stored by the Vehicle’s Infotainment System.

38. Declaration of acceptance and Signature Recognition

38.1. By proceeding with the booking, you declare having read and understood the Platform Terms and Conditions, the Rental Agreement, and the Privacy Policy, and accept that together these constitute a binding contract.

38.2. You also confirm that the digital signature is binding and carries the same legal power as a handwritten signature.

39. Governing Law

39.1. This Agreement shall be governed by and construed in accordance with the laws of the jurisdiction where the Pick-Up location of the vehicle rental is situated, excluding any conflict of law provisions that would apply the laws of another jurisdiction.

40. Limitation of Our Liability

40.1. To the fullest extent permitted by applicable law, we shall not be liable for any indirect, consequential, or incidental loss or damage, including loss of profit, enjoyment, or business opportunity, arising out of or in connection with your rental, even if such loss was foreseeable. We are not responsible for personal belongings left in the vehicle, for the acts or omissions of third-party service providers, or for any failure to perform our obligations due to circumstances beyond our reasonable control. Our liability shall in no event exceed the total rental charges paid by you for the rental period in question. Nothing in this clause excludes or limits our liability for death or personal injury caused by our gross negligence or wilful misconduct, or for any other liability that cannot be excluded under applicable law.

40.2. We do not accept any liability for personal injuries sustained during the rental period and recommend that no valuable items are left in the vehicle, out in the open, while you are away from the vehicle. We are not responsible for any belongings lost or stolen during the rental period, nor for any damages to the vehicle due to vandalism/theft, accidental or weather damages.

41. Arbitration Agreement

41.1. You and us agree to resolve any disputes through binding arbitration as per the arbitration terms outlined in the Platform Terms and Conditions. This includes all claims arising from or related to this agreement, our products and services, charges, advertisements, or rental vehicles. Claims subject to arbitration include those based on contract, tort (including intentional torts), fraud, agency, negligence, statutory or regulatory provisions, or any other source of law. Arbitration shall be conducted in accordance with the rules specified in the Platform Terms and Conditions.

42. Class Action Waiver

42.1. All claims must be brought in your individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding.

Links to other relevant documents:

Fees and Compensation Table

Protection Plans Simplified Explanation
 

Links to other relevant documents: 

Fees and Compensation Table

Protection Plans Simplified Explanation