Camplify users can have peace of mind when hiring through our platform. We understand that listing your RV for hire can be a daunting experience due to concerns about potential damages. Camplify is well-prepared to handle such situations and provide you with the necessary support. With a dedicated resolutions team, we work with you to resolve incidents and get your RV back on the road.

All owners on the Camplify platform must have damage cover for their booking and hirers can access roadside assistance if required. Camplify has developed pre-hire and post-hire checklists on the Camplify Owners app so that the condition of your RV is documented on every adventure.

Breakdowns

During a breakdown, the hirer will be instructed to call you so you can assist in getting them back on the road. Camplify users can enjoy peace of mind as all hires are covered by a comprehensive network of nationwide roadside assistance.

Hirer breakdown procedure:

Ensure safety by removing all occupants from potential hazards.
Contact Emergency Services (000) if required.
Inform the owner of their situation so you can assist them further.
If you are unable to get them back on the road, the hirer can call for roadside assistance by calling Camplify (02 4075 2000, Option 4).

Common reasons for contacting roadside assistance include:
- Assisting with flat batteries
- Tyres requiring repair or changing (never attempt to change a tyre yourself)
- Fixing a small engine problem
- Towing required due to a van fault
Once approved, a roadside assistance team member will meet your hirer at the vehicle. They will either fix the problem or suggest a tow to the nearest repairer.

Camplify will assist the hirer with transport and accommodation if required and a member of our team or the hirer will keep you updated on the outcome.

Please refer to the Breakdown policy for further information.

The Camplify Promise

The Camplify Promise is a purpose-built solution for safe RV sharing in the peer-to-peer market. This innovative policy and procedure is focused on the protection of your asset in the event of damage, as set out in the Camplify Promise. Adherence to the pre-hire and post-hire checklists, as well as regular maintenance and safety, are critical to be covered for any damage.

Critical information:

Camplify Promise Inclusions and Exclusions

Brief summary of the Camplify Promise

Included:

Accident or damage
Theft
Damage to third party property caused by the use of your RV
Hail, flood, or fire
Loss or damage to contents - up to $2,000

Excluded:

Wear and tear
An incident that occurs on hire outside of the booking dates
Accident or damage or liability caused by a lack of maintenance of the equipment or other failure to comply with the Owner Rules
Drivers under 21, over 85, and provisional drivers.

For a full list of exclusions see the Camplify Promise

Preventing Damage

Preventing damage is an important step to ensure you have a safe and successful experience on Camplify. Screening your hirers for suitability and providing thorough education about your RV at hand-over is the best way to avoid an incident.

For more information please refer to the reducing damage page.

Damage prevention tips

Keep your listing up-to-date and ensure all weights, licenses, suitable towing vehicles, and towing requirements are accurate.
Perform regular maintenance.
List your hiring rules and carefully screen hirers for suitability based on experience and vehicle suitability.
Communicate openly with your hirer and provide ongoing support throughout their adventure.
Conduct an in-depth "Handover" process including the pre-hire checklist. Never assume experience and always involve the hirer in setting up and packing away the mechanisms of your RV.
Prominently display any height restrictions for your RV on a sticker on the dash.

What to do if damage has occurred

Camplify has a dedicated friendly resolution team who are here to support you.

From time to time damage will occur on hire and it is important to prioritise the safety of the hirer first. We understand that damage can be upsetting but urge all owners to exercise compassion and understanding in the unlikely event of damage. We will work with you to support both you and the hirer, and resolve damage claims as promptly as possible. Please note that any payments for claims under the Camplify Promise will be released to the owner once an outcome has been finalised.

Prior to return:
- Ensure the hirer is safe and request they call roadside assistance if required.
- Gather as much information as possible from the hirer including photos and messages.
- Source parts and services so that you are ready to fix your RV upon return.
Greet the hirer upon RV return:
- Inquire about their trip experience, likes, dislikes, and areas for improvement.
- Ensure the hirer remains safe.
Inspect the RV with the hirer:
- Look for any visible damage checking both interior and exterior, contents, fixtures, and equipment.
- Remain calm and understanding while gathering information for the damage incident report.
Gather specific information:
- Request details about the damage, including who, what, where, when, and how it occurred.
- Collect photos, text messages, and emails as evidence.
Submitting a damage claim:
- Decide if the damage is minor (covered by the service fee) or significant (requiring a damage claim).
- Consult the wear and tear guidelines to ensure that you will be covered for damage.
- Decide with the hirer if you would like to settle privately or require Camplify to support you.
Complete and submit the post-hire checklist within 48 hours of return and notify Camplify of damage.

Camplify's resolutions team will contact you once they receive the completed post-hire checklist with damage information. They will guide you through the repair process.

Reply directly to any communication about your incident and attach quotes for repair ASAP.

Roadside assistance

Camplify provides all hirers on the Camplify platform with national roadside assistance. Owners must source their own roadside assistance for personal use.

Hirers call 1300 416 133, Option 4.

Off-road

Camplify Premium Members have the added benefit of facilitating off-road hires.

Owners must agree to the terms and conditions for off-road use and listings must be reviewed by a Camplify team member before being approved.

If you are interested in off-road hires please visit the off-road page before contacting Camplify.

Maintenance

Regular maintenance is essential to ensure the safety of your RV for hire and minimise the risk of breakdowns, which can lead to a negative hiring experience. All owners are required to complete the mandatory 'Annual Safety Checklist.'

This checklist must be filled out during the annual inspection by a licensed mechanic or tradesperson. You must keep the completed checklist on hand and be able to present it to Camplify upon request. Failure to do so may result in the temporary removal of the RV from the platform and a breach of the Camplify Terms Of Service..

Maintenance will vary depending on a larger amount of factors

Distance travelled
RV make and model
Types of trips your RV is being booked on
Destination and terrain

You must complete regular inspections of your RV to ensure it is safe and compliant for hire.

There are 3 types of inspections required depending on which occurs first:

Annual inspection - scheduled annually to comply with minimum standards.
Regular inspection - completed every 15,000km or after a trip where increased wear has suspected.
Priority safety and mechanical inspection - in the event there is concern about a mechanical failure or safety when operating the RV.

In the event of a damage dispute, where lack of maintenance could be questioned, users will be required to provide evidence of service history.

Wear and tear vs damage

Wear and tear is common and comes with the use of an RV.

As an RV owner, it's essential to distinguish between normal wear and tear and actual damage when renting out your RV through Camplify. Our platform is designed to ensure a fair and enjoyable experience for both owners and hirers.

These are simplified questions to ask yourself when considering if your incident requires a damage claim.

“Was this related to a single incident, or did the damage occur over time?”
“Is this something minor, easily fixed, or something that would occur as my RV ages?”

Over an RV's lifetime, some degree of deterioration is expected due to regular use. This gradual decline in condition is considered "wear and tear" and is not covered by the Camplify Promise. As an owner, you can compensate for wear and tear through the income generated from renting out your RV and the service fee collected from hirers. We ask that owners exercise good judgment when considering wear and tear vs damage.

To minimise the chance of wear and tear, Camplify recommends that RVs are fitted with a GPS, stone guard, and the RV is serviced regularly.

Check out the Fair Wear and Tear Guide and Camplify Promise Inclusions and Exclusions.

Delivery coverage

All hires through Camplify are covered for accidental damage and this is the same when selecting delivery. Flexible and BYO Members are not covered under the Camplify promise whilst the owner, or someone acting on the owner’s behalf, is delivering the RV. However once the handover is complete and the pre-hire checklist has been submitted, the hirer will be covered under Camplify's Accident Excess Reduction. Premium Members are covered for personal use and whilst their RV is on hire and therefore can be reassured that they will be covered whilst completing a delivery booking.

Undetected damage

Undetected damage is when a hire is completed and the damage is found after 48 hours, but within 7 days, and submitted for a claim. These types of claims incur a higher excess and pursuing a hirer for costs outside of the 48-hour post-hire checklist submission period can be extremely difficult.

Allow plenty of time to complete your post-hire checklist to ensure you minimise the risk of undetected damage.

Post-hire charges

Check for applicable road tolls and daily kilometre allowance overages.
Notify the team via the post-hire checklist if there are additional charges.
Decide with the hirer if you would like to settle privately or require Camplify to support you.

Please note that additional fees and charges can't be applied if they were not agreed to as part of the booking.

Tolls, fines, and infringements

You can pass on tolls, fines, and infringements by contacting the hirer to resolve the transfer privately. Many state agencies and organisations have instructions on how to handle these matters and these steps should be followed before contacting Camplify. Our Camplify customer support team can guide you if you require ongoing assistance once the post-hire checklist has been submitted and evidence has been provided.

Claims resolutions

Camplify's dedicated resolutions team will assist you in resolving any damage or extra charges claims. Our team reviews each case individually before providing feedback. If there is a dispute between the hirer and owner, our team will work with both parties toward an outcome however, this will delay payments until resolved. Please note that during peak seasons or high volumes, resolution times may vary.

Tips to speeding up your claim:

Decide with the hirer if you would like to settle privately or require Camplify to support you.
Provide as much evidence as possible to our resolutions team including photos and communications.
Obtain a quote and attach it for assessment.
Reply directly to any email received in relation to your case as this updates your current claim instead of creating a new one.
Please allow 10 business days for a response.

Public liability insurance

You must always, and at your own expense, take out and maintain with an insurer reasonably acceptable to Camplify, a public liability policy that provides cover for at least $10,000,000 per claim in respect of the use of the RV on hire.

Personal claims

A personal claim is when a Premium Member has damaged their RV when it is not in the possession of a hirer. In this incident, a personal claim is lodged by emailing resolutionsteam@camplify.com.au and one of our agents will get back to you with the next steps.

Personal excess for Premium Membership

Premium Members and nominated drivers Driver’s age and licence type	Damage and loss liability amount per incident of damage*
21-85 years (with unrestricted license)	$1,000
Driver of any age with a learner’s or provisional license	$3,000

Nominated drivers

If you intend to allow someone else to drive your RV for personal use, it is your responsibility to notify Camplify.

You must ensure:

The driver meets the age requirements specified in the Camplify Promise.
The driver holds a valid and current driver's license in the state or territory they are operating the RV.
You have checked the driver's license before allowing them to drive.
The driver will take care to avoid prevent damage and maintain your RV.

You may nominate up to 3 additional drivers to be covered for personal use of your RV. You may use a driver who is not an approved additional driver to drive your RV to or from a booking on your behalf.

Failure to comply may result in the RV being removed from Camplify and a claim under the Camplify Promise being denied.

Damage guide

There are four most common and avoidable types of damage that happen during a booking including:

Awnings
Damage/collisions when the hirer is parking or moving the RV
Incorrect fuel type
Stone chips

Awnings

Camplify RVs typically feature one of three awning types: roll-out, wind-out, or bag awnings. Awnings are not suitable for use in heavy rain or windy conditions and we advise our community to monitor the BOM Weather app. It's essential to include the hirer in the setup and pack down of your awning during a handover to reduce the likelihood of damage. You may also direct them to the Camplify YouTube channel for helpful awning setup and takedown tutorials, or locate the manufacturer's guide online. Camplify advises that both you and your hirer engage in awning setup and pack down during the handover process as they can be costly to replace. This is also equally important when doing a drop-off, as both parties are liable.

Alternatively, if your holidaymakers may be heading to an area with a poor phone signal, you could consider having the hirer record you demonstrating putting the awning up during the handover.

Damage/collisions while maneuvering the RV

To avoid costly and time-consuming repairs, stress the significance of employing a "spotter" when moving or reversing the RV. The spotter must remain visible in the mirrors of the vehicle and guide the driver.

Incorrect fuel type

Although a rare occurrence, using the wrong fuel can be expensive and lead to significant damage to your engine (driveables). By placing a warning sticker at your fuel tank, adding your fuel type to your listing, and reminding the hirer at handover, owners can reduce the chance of a discrepancy occurring.

Stone chips

Stone chips have the potential to damage the RV, even on sealed roads. To prevent this, install a stone shield on your RV on the front of your vehicle and for those towing, a stone guard at the rear to reduce the chance of chips.