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What are the cancellation and reservation deposit policies?

We understand that plans can sometimes change, that’s why we offer three different cancellation policies to RV owners on our platform.

As a renter, it is important to familiarize yourself with the cancellation policy for the RV you want to rent before you rent it.

Note: see end of article for definitions of terms like “booking total” and “service fee.”

What is the cancellation policy?

When you look for an RV to rent on Outdoorsy, the owner will have chosen a flexible, moderate, strict, or custom cancellation policy. You can see which cancellation policy your owner has chosen on the listing page for the RV. Once booked, you can also review the cancellation policy for your rented RV at any time in your Renter’s Dashboard under the “Booking Details” page.

These are our different cancellation policies:

Flexible

When a Renter makes a reservation with a departure date more than 14 days away, a Reservation Deposit is charged when an Owner accepts the reservation. This charge is 25% of the full cost of the trip

  • Example:
    More than 14 days
    A $400 trip full cost = a $100 Reservation Deposit

When a Renter makes a reservation with a departure date less than 14 days away, the trip’s full cost is due at booking.

  • Example:
    Less than 14 days
    A $400 trip full cost = a $400 due at booking

Once an Owner accepts a Reservation Request, a full refund (including service fee) is available for 24 hoursif the departure date is still more than 14 days away. Otherwise, the service fee is non-refundable.

At 14 days from departure, the balance of the trip cost is due.

If a Reservation is canceled less than 5 days prior to the departure date:

  • Any insurance paid is refunded
  • Renter is responsible for 25% of the booking total
  • Renter is responsible for the service fee

Moderate

When a Renter makes a reservation with a departure date more than 14 days away, a Reservation Deposit is charged when an Owner accepts the reservation. This charge is 25% of the full cost of the trip

  • Example:
    More than 14 days
    A $400 trip full cost = a $100 Reservation Deposit

When a Renter makes a reservation with a departure date less than 14 days away, the trip’s full cost is due at booking.

  • Example:
    Less than 14 days
    A $400 trip full cost = a $400 due at booking

Once an Owner accepts a Reservation Request, a full refund (including service fee) is available for 24 hoursif the departure date is still more than 14 days away. Otherwise, the service fee is non-refundable.

At 14 days from departure, the balance of the trip cost is due.

If a Reservation is canceled more than 7 days prior to the departure date:

  • Any insurance paid is refunded
  • Renter is responsible for 25% of the booking total
  • Renter is responsible for the service fee

If a Reservation is canceled less than 7 days prior to the departure date:

  • Any insurance paid is refunded
  • Renter is responsible for 50% of the booking total
  • Renter is responsible for the service fee

Strict

When a Renter makes a reservation with a departure date more than 14 days away, a Reservation Deposit is charged when an Owner accepts the reservation. This charge is 50% of the full cost of the trip

  • Example:
    More than 14 days
    A $400 trip full cost = a $200 Reservation Deposit

When a Renter makes a reservation with a departure date less than 14 days away, the trip’s full cost is due at booking.

  • Example:
    Less than 14 days
    A $400 trip full cost = a $400 due at booking

Once an Owner accepts a Reservation Request, a full refund (including service fee) is available for 24 hoursif the departure date is still more than 14 days away. Otherwise, the service fee is non-refundable.

At 14 days from departure, the balance of the trip cost is due.

If a Reservation is canceled more than 14 days prior to the departure date:

  • Any insurance paid is refunded
  • Renter is responsible for 50% of the booking total
  • Renter is responsible for the service fee

If a Reservation is canceled less than 14 days prior to the departure date:

  • Any insurance paid is refunded
  • Renter is responsible for 100% of the booking total
  • Renter is responsible for the service fee

What do terms like “booking total” and “service fee” refer to?

The total cost of a rental on Outdoorsy is broken down into three main components:

  • Booking Total: the direct cost of the rental itself, inclusive of the nightly rate x number of nights, plus any add-ons or fees charged by the owner for services like mileage, cleaning or dumping.
  • Service Fee: helps us keep the lights on and gives renters access to our 24/7 customer support team.
  • Insurance: the insurance bundle selected by the renter for this booking. Outdoorsy requires collision and insurance for all rentals.

Do I have to pay the full reservation amount when I book?

A reservation deposit is the amount you’ll pay at the time of booking. The amount of the deposit depends on the cancellation policy (see above) that the RV owner has selected. 

If a booking is less than 14 days away, the reservation is charged in full. If a booking is more than 14 days away, you can choose to pay the full reservation deposit or split it into two installments. 

What if I have extenuating circumstances and need to cancel?

If there is a complaint from either party or if either party feels there are unique or extenuating circumstances in their booking, Outdoorsy must be notified within 24 hours of the issue/complaint.

U.S. military service members are eligible for a full refund if their cancellation is due to them, or a family member, entering active military duty.

Outdoorsy reserves the right to have sole and absolute discretion in all cancellation amounts and disputes.

How does COVID-19 affect the Outdoorsy cancellation policy? 

Because of the rapidly-evolving nature of COVID-19, we are currently unable to adapt our policies around the pandemic. Though we made exceptions in March 2020, we must now return to our original cancellation policies put in place for the protection of our valued renters and dedicated owners.

Before booking a planned vacation or last-minute getaway, please examine the owner’s cancellation policy thoroughly and research how COVID-19 may be affecting your travel destination.

See also: Cancellation policies for owners


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