On DriveNow we only list providers we trust and who offer high quality service to customers. While uncommon, a campervan provider may not be able to give you the vehicle you booked. In this case you will be given an upgraded or alternative vehicle rather than the camper you selected at the time of booking. Vehicle providers do their best to provide you quality service and, in most cases, can give you an upgrade to a better vehicle from their fleet. Unfortunately, sometimes this is not possible.
You will get the vehicle you booked unless an event has occurred which is unfortunately outside the control of the vehicle provider. Such uncommon situations include where the previous customer has caused damage to the vehicle, has returned it to the wrong location or has not returned it by their required drop-off-date.
While a provider will usually be able to provide you with a vehicle upgrade in this situation, unfortunately this is not always possible.
All our vehicle providers list in their terms and conditions that they reserve the right to substitute or upgrade the vehicle and that no refund is available where an upgrade has been offered.
If you are unhappy with the vehicle you are offered, please call DriveNow while you are still at the branch. If you call DriveNow, one of our dedicated customer-service staff will negotiate with the vehicle provider on your behalf to see if there are any alternative options available.
If after negotiation you are not happy with the alternatives and the vehicle provider is willing to waive the cancellation fee, DriveNow will contact other vehicle providers on your behalf to see if we can provide you with a last-minute alternative.
Our campervan providers source vehicles for each of their vehicle categories from several different vehicle manufacturers. As a result, when booking. the images and layouts shown on the vehicle specification pages are only a guide. While the vehicle providers try to keep the vehicles in each category consistent, specific vehicle styles, layout configurations and interior designs may vary to those shown in the specifications.