CORONAVIRUS (COVID-19) Travel Advisory: Campervan Rental Cancellation Policies

The health and wellbeing of our customers are both paramount at DriveNow. The COVID-19 virus brings unprecedented challenges to us all and has particularly impacted the travel industry.

Right now our Reservations teams are managing hundreds of cancellations. Our rental partners are experiencing similar high volume which means everything is taking much longer to process and sort out than any of us would like. We are also managing changes in terms of conditions that many rental providers have implemented as a result of COVID-19. We understand your frustrations and appreciate your patience whilst we work through this workload. Rest assured we are working hard to process each booking and will respond as soon as we can. Please stay healthy and positive collectively we will get through this.

With the recent travel restrictions imposed by a number of countries we wanted to share with the revised cancellation policies of our rental partners and how they may impact upon your booking. Where advised, we have also included the pre-emptive steps being undertaken by our partners to ensure that their vehicles are both disinfected and fully sanitised prior to vehicle collection.

We will update this page with new information as it comes to hand. Suppliers are refining their Terms and Conditions on an ongoing basis as Governments amend policy on the movement of people.

Last Updated: Tuseday 19th May 2020

Government Information and Support regarding COVID-19

ACCC and Your Consumer Rights

  • If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
  • However, if your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.
  • You may still be entitled to a refund under the terms and conditions of your ticket.
  • You should contact the business directly to request a refund or other remedy such as a credit note or voucher.
  • The ACCC encourages all businesses to treat consumers fairly in these exceptional circumstances.

ACCC Covid-19 Coronavirus information for consumers Travel Cancellation.


APOLLO, CHEAP CAMPA, HIPPIE CAMPERS and STAR RV (Updated Tue 5-May-20)

Australia and New Zealand

This announcement supersedes all previous statements released by Apollo for Australia and New Zealand.

Options for International and Domestic Guests travelling to/in Australia and New Zealand with a pick up until 30th June 2020:

  1. Rebook to a future date in the 20-21 or 21-22 season, where the value of the current booking will be credited for use by the same guest on the new booking, subject to availability. Credit available for travel up to 31st March 2022. Special offers given at the time of the original booking will be carried over to the new booking. Change of location/units are permitted in this rebooking process*.
  2. Rebook in a different Apollo destination: Credit available for travel up to 21st March 2022*.
  3. If Guests wish to cancel Apollo will waive cancellation fees.

Options for International and Domestic Guests travelling to/in Australia and New Zealand with a pick up from 1st July 2020 onwards:

  1. Rebook to a future date in the 20-21 or 21-22 season, where the value of the current booking will be credited for use by the same guest on the new booking, subject to availability. Credit available for travel up to 31st March 2022. Special offers given at the time of the original booking will be carried over to the new booking. Change of location/units are permitted in this rebooking process*.
  2. Rebook in a different Apollo destination: Credit available for travel up to 31st March 2022*.
  3. Exiting bookings with a pick up date from 1st July to 31st October 2020 can cancel as follows:
    • If cancelled 30+ days prior to pick-up - no fee (previously 91+ days)
    • If cancelled 29 days or less prior to pick up - standard cancellation fees apply eg. 90-22 days prior to pick up - 10% (min $250)

The above amended cancellation is subject to travel bans enforced by the destination country, transit hub or country of the guest. Apollo reserves the right to revert to standard cancellation fees at any time.

*Note: If the new booking is subsequently cancelled, the original cancellation fee of the original travel dates will be applied.

As a Global RV company, Apollo are happy for Guests within this restricted period to move their booking to another Apollo destination where they can still travel (Canada, USA, Australia, New Zealand, Europe, UK & Ireland) for travel up to 31st March 2022**.

**The booking would be quoted as per the date of enquiry in the currency appropriate to the new pick up location. Apollo will carry over the value of the existing booking into the new booking at the current exchange rate, any increase in price would be charged to the guest.

Please note - Apollo is focusing all resources on those Apollo Guests who have been disrupted and have asked that those Apollo Guests enquiring about their future travel after 1st June be assured that at this stage their conditions remain unchanged, so Guests can change or cancel their booking under our standard terms and conditions.

prepaid bookings - Bookings that have been fully prepaid to Apollo and where guests wish to cancel, Apollo will issue a credit note to the booking agent against the cancelled bookings. No cancellation fee will be charged. This credit can be used against future bookings for travel up to 31st March 2022. Credit is only available for bookings where payment has been made to Apollo.

New bookings - Apollo do want new bookings to be made with confidence, therefore for the booking period from today up to 30th July 2020 for the travel period up to 31st October 2020, Apollo will offer flexibility on new reservations such that if there should be government travel restrictions put in place due to COVID19 making their journey impossible they will allow rebooking to another date up to 31st March 2022; waive cancellation fees up to 30 days prior to pick up.

  • If cancelled 30+ days prior to pick up - no fee (previously 91+ days)
  • If cancelled 29 days or less prior to pick up - standard cancellation fees apply eg. 90-22 days prior to pick up - 10% (min $250).

BEST TIME RV (Updated 07-Apr-20)

Reservations with Pick-Up at any Best Time RV location and until or before April 30, 2020:

Best Time (BT) have a special offer for customers who would like to postpone their trips, instead of cancelling. If you postpone your April 2020 reservations to any period until April 30, 2021, you will keep the price of your original booking. For all added services (additional rental days, miles, extras, …) their current rates would be charged.

Reservations with Pick-Up at any Best Time RV location and before May 31, 2020:

  • Cancellation: If customers cancel their bookings, BT regular cancellation fees will apply.
  • Rebooking: Customers can postpone their trip free of charge to a later date until May 31, 2021. (The price of the new booking must be at least as high as the price of the original booking.)
  • Cancellation + Credit for new booking: In case customers plan to postpone their trip to a later date until May 31, 2021, but are unsure when they will travel, BT offer the customers to credit the whole amount of their current booking towards their new booking. (The price of the new booking must be at least as high as the price of the original booking.)

All rebookings are subject to BT availability.


BRITZ, MAUI, MAUI ELITE AND MIGHTY (Updated 17-Mar-20)

Cancellation Policy
The parent company of Britz, Maui, Mauie Elite and Mighty, thl has advised the following update:

Further to the COVID-19 travel restrictions that have been put in place for travel into New Zealand and Australia, including the self-isolation requirements and Government imposed travel bans from other countries, please be advised that effective 2245hrs NZDT on 17 March 2020 we, thl, have updated our cancellation policy and the following will apply for all existing and new bookings:

  • Standard cancellation fees will now apply to all cancellations including those due to pick up between now and 30th March 2020 if the booking is cancelled
  • Should a customer wish to defer travel, we will offer flexibility to use the value of the booking towards a future booking and a credit will be held against the existing booking number until new dates are determined
  • Should a customer wish to rebook with new dates, the value of the booking will be carried over and deducted from the new price
  • This replaces any previous cancellation fees / waivers that are in place

Vehicle Preparation & Pick-up
As an experienced and trusted provider of motorhome rentals for over 30 years, thl maintains extremely high standards for motorhome cleanliness. Their procedures adhere to all guidelines provided by official health authorities on COVID-19 and they are fully confident of customer safety within their motorhomes. Their staff have been trained on appropriate hygiene practices, including hand cleanliness, maintaining appropriate distance, and avoiding unnecessary contact with others. They have also been given the option of wearing face masks, which they may take-up on personal preference. These practices are to provide added security to both customers and staff.


BUDGET CAMPERS, FREEDOM CAMPERS, TUI CAMPERS, TUI SLEEPERVANS

With the ongoing uncertainty being experienced with the Covoid-19 (Coronavirus) Budget, Freedom and Tui Campers are giving the very highest priorty to the health and safety for all of their customes and staff. With regard to that they have made changes to our cancellation policy, which of course is subject to continued change as the global situation evolves.

As at today, Monday 16th March 2020, bookings can be transferred to a future date, with completion by 20 December 2020. There will be no charge for these date changes, however any rate increase will be applicable. We will hold and transfer the current value of the hire to a new booking; there will be no refund of any reduced days or if the daily rate is less than what is being paid now. The benefit is that you do not suffer any loss of deposit or booking fees and the exchange rate does not alter for this portion of your hire costs.

Alternatively, if you wish to cancel and be refunded, then standard cancellation fees will apply.

Cancellations

Once a booking has been confirmed and a deposit paid the booking is considered live and is subject to the cancellation policy. The deposit is forfeited if bookings are cancelled 29 days and over of departure.

  • 29 days and over deposit retained
  • 20 - 29 days 20% of total reservation cost
  • 10 - 19 days 40% of total reservation cost
  • 1 - 9 days 75% of total reservation cost
  • No Show 100% of total reservation cost

In all cases the minimum amount retained is the deposit.


CAMPERMAN

  • Cancellation Policy - As of March 13th 2020, all new bookings will receive free cancellation 7 days prior to the pick up date, for travellers affected by COVID-19. This condition change runs until further notice. Standard conditions apply for bookings made prior to 12 March 2020.


CANADADREAM

Countries with restricted travel

Where Guests are due to travel up to 30th April 2020 from a Country which has imposed short term travel restrictions where they cannot travel to Canada, CanaDream have several options for Guests to choose:

  • Rebook to a future date in the 2020 season, where the value of your current booking will be credited to use on the new trip. The new dates would be priced as per the dates when you booked your first trip, subject to availability. Any special offers given at that time would also be carried over. Any increase/decrease in price will be charged/credited to you.
  • Rebook to a future date in the 2021 season, where CanaDream will reprice the new trip details based on the new prices for the 2021 season giving the new early booking offers for the new dates of travel. Change of location/units are also permitted in this rebooking process. Any increase/decrease in price will be charged/credited to you.
  • Where guests booked a relocation offer/special offer which is not available for their new selected dates, CanaDream will credit the value of the booking to a new booking.
  • If you wish to cancel with no rebooking, CanaDream will waive cancellation fees.

Countries able to travel

Where Guests are due to travel in the summer season and there are currently no travel restrictions to Canada or from their country of origin, they are able to change or cancel their booking under our standard terms and conditions. Which allow:

  • Rebook to a future date in the 2020 season, where the value of your current booking will be credited to use on the new trip. The new dates would be priced as per the dates when you booked your first trip, subject to availability. Any special offers given at that time would also be carried over. Any increase/decrease in price will be charged/credited to you.
  • Rebook to a future date in the 2021 season, where CanaDream will reprice the new trip details based on the new prices for the 2021 season giving the new early booking offers for the new dates of travel. Change of location/ units are also permitted in this rebooking process. Any increase/decrease in price will be charged/credited to you.
  • Where guests booked a relocation offer/special offer which is not available for their new selected dates, CanaDream will credit the value of the booking to a new booking.
  • If Guests wish to cancel with no rebooking, our standard cancellation terms will apply, and guests should be advised to pursue a claim with their travel insurance.

If there are any special cases where a guest is unable and has supporting medical documentation recommending them not to travel as a result of Covid19, we are happy to review these on a case by case basis.

New bookings

CanaDream do want new bookings to be made with confidence, therefore for the booking period from today up to 30th April 2020 for the travel period up to 31st October 2020, they will offer flexibility on new reservations such that if there should be government travel restrictions put in place due to Covid19 making the journey impossible they will:

  1. Allow rebooking to another date up to 3rd April 2022 (as per rebooking terms stated above)
  2. Or waive the cancellation fee with a full refund

CRUISE AMERICA & CANADA (Updated 24-Mar-20)

We continue to monitor the situation closely with regards to the travel ban and restrictions surrounding Covid-19 for International travelers affected travelling to the USA and Canada and have now updated our policy for reservations and cancellations to all Cruise America & Cruise Canada departures as follows:

  • Cancellations: For all Cruise America and Cruise Canada departures (for International travelers affected) booked to depart through to May 31st, 2020, Cruise America and Cruise Canada shall waive ALL cancellation fees.
  • Reservations Changes and Re-bookings (with 20% discount!): For all departures during this period (for International travelers affected) booked to depart through to May 31st, 2020, Cruise America & Cruise Canada will be happy to modify or change any bookings during this departure period to any other dates during the 2020 season. In the cases where clients are willing and able to rebook their trips, we will offer a 20% discount on daily flexrate and mileage from the current Cruise America & Cruise Canada offer at the time of rebooking.

Details of Re-booking offer with 20% discount:

  • We do understand that due to European Travel regulations, some tour operators may have no choice but to cancel every booking during the official travel ban period (currently in effect through April 12th). In these cases, if the client cancels and then re-books, we will treat this the same as a change or modification and we will happily honor the 20% incentive mentioned above.
  • If the affected booking is a one-way, a one-way approval will be necessary before the re-booking can be confirmed.
  • Group bookings are not included in the above offer – please contact Cruise America / Cruise Canada reservations directly to discuss re-booking options for existing Groups.
  • Example: Client A is scheduled to depart April 1st for 20 day rental from LAX to LAX. Client A elects to change the reservation or cancels and re-books the reservation for departure June 15th for a 20 day rental from LAX to LAX. In this case, all terms of the new departure dates as per Cruise America’s (or Cruise Canada for Canadian rentals) current program (current published flexrates, current specials, etc.) shall apply, less 20% discount on all time and miles.

CRUISIN' and GO CHEAP (Updated 18-Mar-20)

Current Bookings

  • Standard Cancellation Fees will apply to all cancellations including those due to pick up from today, Wednesday 18th March 2020.
  • If a customer would like to defer travel but are unsure of the new travel dates:
    • We will allow the customer to use the value of the existing booking towards a future booking
    • A credit will be held against the existing booking until new travel dates are set
  • If a customer would like to rebook travel with new travel dates the value of the existing booking can be used toward the new booking:
    • Depending on your new pick up date a higher daily rate may apply
  • You can transfer a booking to any location – Hobart, Melbourne, Sydney, Brisbane, or Cairns regardless of where your original booking was due to pick up

New Bookings

  • Standard terms and conditions will apply to all new bookings

GO RENTALS

  • Cancellation Policy - Go Rentals will be waiving cancellation fees for any reservations at any time that need to be cancelled as a result of a government Coronavirus-related travel ban. If you wish to cancel your existing booking and you are arriving from a country that does not have a Coronavirus-related travel ban, their usual cancellation policy applies.In order to be as accommodating as they can in these uncertain times, Go Rentals will be allowing those customers who cancel their booking to hold this as credit on file to rebook within a 6 month period. To give you confidence for your future travel, any booking you make from today until 1st May 2020, Go Rentals will be providing you with the ability to change or cancel the reservation without any penalty and without incurring any fees.

  • Vehicle Preparation - Go Rentals have advised: "We have always prided ourselves on having some of the best cleaning processes for both our vehicles and our branches. In response to the virus, we are taking particular care in sanitising the spaces that people touch such as door handles, steering wheels and other hard surfaces. In our branches we are sanitising all our main touchpoints and providing hand sanitiser at all branches to both staff and customers and our staff are being even more vigilant about frequent handwashing and hygiene practices. Internally, we are taking stringent steps to ensure the health and welfare of staff across the country. This includes instructing employees who feel unwell to stay home and consult their healthcare professional."

JUCY (updated 26-Mar-20)

Further to the COVID-19 travel restrictions that have been put in place for travel into Australia and the USA, please be advised that effective immediately JUCY have updated their cancellation policy and the following will apply for all existing and new bookings:

  • Standard cancellation fees will now apply to all cancellations including those due to pick up between now and 30th March 2020 if the booking is cancelled.
  • If the customer decides to defer travel, JUCY will offer flexibility to use the value of the booking towards a future booking up until 31st March 2021 and a credit will be held against the existing booking number until new dates are determined.
  • For pickups between now and 30th April 2020, JUCY have also applied this option to offer greater flexibility, which includes offering a credit for future booking if the customer decides to cancel.
  • If the customer decides to rebook with new dates, the value of the booking will be carried over and deducted from the new price, if the booking value of new booking is lower than the credit, no refunds will be offered.
  • For all the customers on hire now, there is no refund for unused days if they return early and one-way fee or/and unauthorised drop off fee will be applicable if they choose to return the vehicle to a JUCY location not originally booked.
  • Standard cancellation policy applies to domestic clients, i.e. clients who have reservations in their respective country.
  • New Pickups: Given the fast-moving situation, JUCY has decided to waive the cancellation fees on any pickups during the lockdown ensure best outcome for our partners and our mutual clients.

    Customers on road:

    • Bookings can be extended by paying a flat rate of 10/day + Stress free (if applicable)
    • Vehicles can be returned at the branch following the afterhours instructions
    • If you experience any issue with the vehicle, please call the JUCY On Road CX team as usual and they will endeavour to resolve the issue. The Roadside Assistance is operating as normal, but that may not be the case with some of their contractors e.g. tow trucks etc. Opportunity for swaps and quick fixes at the branches will be on a case by case basis and limited to say the least.

    CAMPERS – ON STOPSELL

    Given the uncertainty of when this situation may be over, we will only accept new reservations for pick-ups on/after the 01 Jul 2020 in Australia and 01 Oct 2020 in New Zealand. Any existing bookings, picking up before these dates will be cancelled without any fees or the customer may choose to rebook to collect after the given dates.

    AFTER THE STOPSELL PERIOD

    We are happy to offer a flexible cancellation policy for any pickups on or after 01 Oct (NZ) and 01 Jul (AU), you can cancel the booking without any cancellation fee (until further notice) and this applies to both existing and new bookings.

    Dates, location and vehicle categories can be changed with no amendment fee. One-way fee and change in daily rate may be applicable.

  • This update replaces any previous cancellation fees / waivers that are in place. JUCY will continue to monitor the situation and reserve the right to amend these terms as required.

KIWI CAMPERS & HAPPY CAMPERS

Kiwi and Happy Campers standard Terms and Conditions for the cancellation of a booking are as follows:

  • 20 - 28 days --- 20% of rental is retained
  • 10 - 19 days --- 60% of rental is retained
  • 0 - 9 days --- Cancelled or no Show then 100% of rental is retained

As Covid -19 is a crisis of unprecedented scale Kiwi and Happy have decided to amend their cancellation policy as follows.

For the cancellation fee retained, this will be held until the 15th December 2020 to allow clients to re-book. The retained amount will go towards the new booking as part payment. If the client does not re-book within this time period there will be no refunds.


LET'S GO MOTORHOMES (updated 19-May-20)

Local/Domestic Customers due to collect prior to and including 30 June 2020:

  • Option A: change booking dates and/or locations with no amendment fees applicable. Please note new daily rental rates will apply
  • Option B: Cancel booking with any applicable cancellation fees offered as a credit towards a future booking, valid for 24 months

Local/Domestic Customers due to collect from 1 July 2020:

  • Option A: Change booking dates and/or locations with no amendment fees applicable. Please note new daily rental rates will apply
  • Option B: Standard cancellation policy and fees apply. Subject to Covid-19 Restrictions

For any international Customers that have been affected by travel restrictions due to Covid19 and can no longer enter Australia, Let’s Go Motorhomes will agree to offer the following options. For now however, we will be limiting this to collections prior to and including 31 August 2020 and will update this once we have received more news regarding these restrictions.

  • Option A: change booking dates and/or locations with no amendment fees applicable. Please note new daily rental rates will apply
  • Option B: Cancel booking with any applicable cancellation fees offered as a credit towards a future booking, valid for 24 months

MERIDIAN RV (updated 26-Mar-20)

Due to the current COVID-19 crisis, Meridian are temporarily closing their rental offices.

For now, Meriddian will still consider bookings scheduled to be picked up between May 1 and October 31st as being active, until we hear otherwise from your agents. Customers are welcome to change their dates pending availability. If they wish to travel in 2021, provided they are booking for the same time frame (in the same season), they will be offered the same rate and terms as they received for 2020, including whatever discounts they were offered at the time of booking.

Should customers wish to cancel altogether, they can do so without penalty


TASMANIA CAMPERS

With the ongoing uncertainty being experienced with the Covoid-19 (Coronavirus) Tasmania campers and Devil campers are giving the very highest priorty to the health and safety for all of their customes and staff. With regard to that they have made changes to our cancellation policy, which of course is subject to continued change as the global situation evolves.

As at today, Monday 16th March 2020, all cancellations will be able to tranfer their booking to a future date, with completion by 20 December 2020. There will be no charge for these date changes, however any rate increase will be applicable.

Alternatively, if you wish to cancel and be refunded, then standard cancellation fees will apply.

Cancellations

Once a booking has been confirmed and a deposit paid the booking is considered live and is subject to the cancellation policy. The deposit is forfeited if bookings are cancelled 29 days and over of departure.

  • 29 days and over deposit retained
  • 20 - 29 days 20% of total reservation cost
  • 10 - 19 days 40% of total reservation cost
  • 1 - 9 days 75% of total reservation cost
  • No Show 100% of total reservation cost

In all cases the minimum amount retained is the deposit.


TRAVELLERS AUTOBARN (Updated 24-Mar-20)

This advice provides guidance for people wishing to defer travel, cancel bookings, return their vehicle early, those affected by Travel Restrictions and mandatory 14-day self-isolation and serves to inform customers of what we are doing at Travellers Autobarn to protect our customers and our staff.

BOOK WITH CONFIDENCE

Travellers Autobarn remain open for business, we would also like you to know we have your back and have amended our cancellation policy to allow much support and comfort as we can during these difficult times. Our normal terms and conditions still apply, outside of the these changes.

Rest assured that if you book now (up to June 30) and change your mind we will not be charging you a cancellation fee if you later change your mind or are prevented from travelling. All deposits and fees can be converted to credit vouchers for use at a later date. All credit vouchers can be used in all countries (AUSTRALIA, NZ & USA) without any date restrictions.

Travellers Autobarn have released the following links regarding their special terms and conditions regarding COVID-19.