Back to home

NZ Help Centre

Hirers

Cancellation for Hirers

Cancellation Information

Cancellation Policies

What are Camplify's cancellation policies?

At Camplify, van owners can choose which cancellation policy to offer to their guests.

The policy that applies to your booking will be clearly displayed during the booking process. It's important to review this before confirming your booking.

There are two policies that owners can choose between:

Flexible
Strict

What's the difference between the Flexible and Strict cancellation policies?

The Flexible policy offers more lenient refund terms, especially for cancellations made well in advance. The Strict policy has longer notice periods for refunds. Always check the specific terms for your booking, as they can affect your refund eligibility.

Flexible

> 10 Days prior to booking start date:
Hirer: 100% Camplify credit (Refunds available upon request*)
Owner: 0%
4-10 Days prior to booking start date:
Hirer Cancellation Cost: Booking Fee plus 10% of total booking value, balance Camplify Credit
Owner: 10% of Hire Fees, Service Fee and any other charges (e.g. delivery) on the booking
< 4 Days prior to booking start date:
Hirer: No credit, no refund
Owner: 100% of Hire Fees, Service Fee and any other charges (e.g. delivery) on the booking

Strict

> 45 Days prior to booking start date:
Hirer: 100% Camplify credit (Refund available upon request*)
Owner: 0%
20-45 Days prior to booking start date:
Hirer Cancellation Cost: Booking Fee plus 10% of total booking value, balance Camplify Credit
Owner: 10% of Hire Fees, Service Fee and any other charges (e.g. delivery) on the booking
< 20 Days prior to booking:
Hirer: No credit, no refund
Owner: 100% of Hire Fees, Service Fee and any other charges (e.g. delivery) on the booking

* Less admin fees of $25 per booking. Refunds may take up to 14 days to process.

Cancelling a Booking

Is there a cancellation fee?

Yes, for change-of-mind cancellations that are eligible for a refund, there's a $25 administration fee. This fee doesn't apply to credits.

How do I cancel my booking?

If you need to cancel your booking with an owner you will need to submit the cancellation through the Camplify booking platform. This will advise the vehicle owner of the cancellation and submit a request to our Refunds and Cancellation Department to proceed with your refund or applicable credit.

Please provide as much detail as possible as to why you are cancelling as this assists both the owner and our team in actioning with priority.

Steps to cancel your booking:

Log into your Camplify account
Go to your bookings
Select the booking you want to cancel
Click on "Cancel Booking"
Follow the prompts to complete the cancellation

Camplify will then process your refund or credit.

Refunds

How long does it take to receive a refund?

If you're eligible for a refund, it may take up to 14 days to process. The exact timing can depend on your bank and the circumstances of the cancellation.

Will I get a full refund if I cancel my booking?

Whether you receive a full refund depends on how far in advance you cancel and which cancellation policy applies to your booking. For both Flexible and Strict policies, cancellations made more than 45 days before the booking start date are eligible for a full Camplify credit, which can be refunded upon request.

What's the difference between a refund and a Camplify credit?

A refund returns the money to your original payment method, while a Camplify credit can be used for future bookings on the platform. In many cases, you'll be offered a Camplify credit rather than a monetary refund.

Cancellation Situations

Can I cancel my booking if it's an Instant Booking?

Yes, you can cancel an Instant Booking. The same cancellation policy (Flexible or Strict) that's displayed on the listing will apply to Instant Bookings.

What happens if the owner cancels my booking?

If the owner cancels your booking, you’ll receive a full credit to your Camplify account. Camplify will also try to assist in finding a similar RV for your trip if possible, or you can receive a full refund if you prefer.

Can I get a refund if I need to cancel due to bad weather?

Cancellations due to weather generally fall under the standard cancellation policy. However, in cases of extreme weather events, contact Camplify support to discuss your options.

What if I need to cancel because of illness?

The standard cancellation policy usually applies to cancellations due to illness. However, in cases of serious illness, contact Camplify support as soon as possible to discuss your situation.

Can I cancel part of my booking if I want to return early?

Partial cancellations are treated the same as full cancellations. If you need to end your hire early, contact the owner through the Camplify messaging system. Keep in mind that you may not be eligible for a refund for unused days, depending on the cancellation policy.

What happens if I don't show up for my booking?

If you don't show up for your booking without cancelling, it's treated as a last-minute cancellation. In most cases, you won't be eligible for a refund or credit.

Can I transfer my booking to someone else instead of cancelling?

Bookings are non-transferable. If you can't go on your planned trip, you'll need to cancel the booking. The other person would need to make a new booking, subject to the RV's availability.

What if I need to cancel because my travel plans have changed?

Changes to travel plans fall under the standard cancellation policy. The refund or credit you receive will depend on how far in advance you cancel and which policy applies to your booking. We suggest taking out travel insurance for situations where your travel is disrupted.

Further Cancellation Information

Is my Booking fee refundable if I cancel?

Booking Fees are generally non-refundable for change-of-mind cancellations. They may be refunded in certain circumstances, such as if the owner cancels the booking.

Can I cancel my booking if I'm not comfortable with the RV after seeing it?

If you cancel after seeing the RV, it will be treated as a standard cancellation. If you have concerns about the RV's condition or safety, contact Camplify support immediately, and do not take the van. Also check the Dispute Resolution Policy.

What should I do if I need to cancel outside of business hours?

You can cancel your booking through your Camplify account at any time. If you need assistance, you can contact Camplify support, but please be aware that response times may be longer outside of business hours. Also please note that your booking is not considered cancelled until it has been cancelled from your Camplify team.

Can I get a refund for my Accident Excess Reduction (AER) charge if I cancel?

The AER charge is typically included in your total booking cost. If you're eligible for a refund based on the cancellation policy, the AER charge would be included in that refund calculation.

What if I disagree with the cancellation policy applied to my booking?

The cancellation policy is set by the owner and clearly displayed before you make your booking. If you believe the wrong policy has been applied, contact Camplify support with your booking details for assistance.