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FREQUENTLY ASKED QUESTIONS

We have tried to guess what you will want to know 

but if we haven't answered it here, get in touch!

01

How do I make a booking

We try to keep booking as simple as possible:

1. Browse our site and check vehicle availability
2. Submit an online enquiry or simply give us a call
3. We can then agree collection and drop off dates and times
4. We will email you with a final price for your selected dates
5. Pay a £150 deposit over the phone or via bank transfer (Or if within 6 weeks of your holiday the full amount will be due)
6. We will send you email confirmation
7. 6 weeks before your holiday we will request the remaining balance
8. 1 week before we will contact you to confirm what security deposit is required and what documentation is needed
9. Pick the Camper up, get a thorough handover and enjoy a relaxing holiday!

02

How much is the deposit?

There are two deposits. A non-refundable booking deposit of £150 which is part of your total hire charge and a refundable Security Deposit of between £500-£750 which providing the Camper is returned without any damage or fines due we will return to you in full 7 days after your hire finishes

03

What is your COVID-19 cancellation policy?

We offer a full, no quibble 100% refund or postponement without penalty in the event that your hire cannot proceed because of legal government restrictions such as a local or national lockdown where overnight stays away from your primary residence are not permitted.

04

What is your eligibility criteria?

You must meet the following requirements:

1. Be between 25 and 75 years of age
2. Have no more than 6 points on your driving license
3. Have had no more than one accident in the last 3 years
4. Have held a UK (Or international) driving license for at least 2 years

05

What if I don’t meet the eligibility criteria?

Call us and we can talk it through, contact our insurers and see what they say. They can sometimes make changes to the policy however this may incur an additional fee or an increase to the security deposit.

06

What documents do I need?

Prior to hiring the Campervan we need the following documentation:

1. Copy of the photo card drivers’ licence (Address & ID must be up to date)
2. Online licence check - https://www.viewdrivingrecord.service.gov.uk/driving-record/licence-number
3. Two forms of proof of address (Must meet all mentioned criteria below)
4. Cleared a traceable security deposit (BACS, Credit/Debit Card, PayPal, Cheque etc. – amount not specified)
5. Signed rental agreement featuring all drivers wishing to drive the vehicle

The following documentation is acceptable for proof of address alongside the drivers licence
You must provide the following:
- 1 utility bill / statement (primary form of proof) Electricity, Water, Gas, Broadband, Council tax or Landline
- 1 other proof of address (secondary proof) TV/internet/landline telephone bill, Bank or Credit card Statement, Mortgage/pension statement

Key document criteria:
- Both must be dated within 90 days of the hire date
- The address & name on your licence must match both documents

07

What does the Campervan come with?

We provide:

Cutlery, bowls, plates, glasses and mugs for 4, Kettle, cooking utensils, pans, sharp knife, chopping board, can opener, bottle opener, corkscrew
Tea towels, sponge, washing up liquid, hand soap, hand gel
Outdoor table and chairs for four
240v electric mains hook-up cable
Wheel chocks on request
Gas for cooking with
Mallet, pegs, matches
Skewers and marshmallows (You can't go camping without them!)
Two head torches for those late night walks round the campsite

08

What do I need to pack?

You'll definitely need pillows and bedding (Sleeping bags ideally) your own towels, toiletries etc and then whatever else you need. Our vehicles are long wheel base and they have the most advanced sliding seat systems so you really can pack a lot in. So bring everything you can possibly think of!

09

What are your collection and return times?

Monday and Friday Collections are from 14:00-17:00 and drop off times are Mondays and Fridays 9:00-11:00 am. However we can be flexible and especially in low season we can discuss what works for you and agree specific times when we confirm your booking.

10

Can we come and see the campers before hiring?

Yes! We would love to show you round our vehicles, just give us a call before you pop round as we will just need to make sure we have a Camper to show you.

11

Can I leave my car with you?

Yes - we must make it clear it is left at your own risk, however we will happily look after it in our secure workshop overnight and sometimes (During working hours) we may move it out of the workshop into our car park. But we promise it will be put away each night and keys are always kept off site.

12

Can I take the Campervan abroad?

Yes to the EU you can! We need to increase the security deposit by £250 and make sure you are eligible to drive abroad but we love to see our Campers travelling far and wide and exploring Europe.

13

Can I take the Campervan to a festival?

Yes - the only restriction is that we won't allow group bookings but we will hire to families and couples. The Security deposit will be increased depending on the festival you go to. Please note our Campers are fitted with trackers so please declare if you are going to a festival as failure to do so will breach the terms of your hire agreement and you will forfeit £250 of your security deposit.

14

How do I get to Snug Campers?

There are many ways to get to us:

By Car - follow SAT NAV to YO17 6AD which gets you to Screwfix and Toolstation and our workshop is just round the corner
By Train - Malton train station is 20 minutes away from York mainline trainstation and we are always happy to pick you up from the station
By Bus - The Coastliner bus runs between Leeds and Scarborough regularly and there is a stop just 4 minute walk from us on York Road

15

Can we bring our Pet?

Yes - we can discuss this at the time of booking. We just ask that you have a safe way of travelling with your pet and there may be an additional cleaning charge when you return the Camper. Please give us a call to discuss.

16

Do I need personal travel insurance?

We recommend you do. It will cover you for your own personal items in the Camper, and in the unlikely event you lose the use of the camper (Breakdown, accident, theft etc) then you can rely on this cover to claim for consequential losses for which we are not liable.

17

How many people can sleep in the Campers?

They sleep four and have four travelling seatbelts.

TERMS AND CONDITIONS

It is vital to be fully aware of the contents of this page, which in tandem with the terms set out on the hire agreement constitute the terms and conditions of hire. Breach of any of these terms, depending on the nature of the breach, may give rise to : the loss of your security deposit ; a breach in the terms of the vehicle's insurance leading to a lack of cover for an individual or occurrence ; a criminal offence being committed.

DEFINED TERMS

a.

'You/Your/Yours'

Refers to the customer and hirer of the Vehicle as recorded on this agreement, and any additional drivers also recorded on this agreement.

b.

'We/Our/Us'

Refers to Snug Campers Ltd, registered company No: 11996324 with its premises at Malton Enterprise Park, 8 Cherry Farm Close, Malton, YO17 6AG and its employees and agents.

c.

'The Parties'

Refers to the entirety of the hire agreement, to include the first page with details of the hirer, the Vehicle and any charges, and every part and page of these terms and conditions, all of which constitute the entire agreement between the parties.

d.

'Agreement'

Refers to the entirety of the hire agreement, to include the first page with details of the hirer, the vehicle and any charges, and every part and page of these terms and conditions, all of which constitute the entire agreement between the parties.

e.

'Hire'

Refers to the provision to you of the Vehicle by us in accordance with the terms of this agreement.

f.

'Vehicle'

Refers to the Vehicle provided to you by us in accordance with the terms of this agreement.

g.

'Hire Charges'

Refers to any and all charges levied at you by us in respect of the hire of the Vehicle in accordance with the terms of this agreement : mandatory, elective and/or refundable ; to include Booking Deposits, Security Deposits, daily rates, additional extras and penalty charges.

h.

'Accessories'

Refers to any loss or defect that arises while the Vehicle is in your care, whether cosmetic, electrical or mechanical, that causes the vehicle to no longer be in the same condition as it was when we provided it to you.

i.

'Damage'

Refers to any loss or defect that arises while the vehicle is in your care, whether cosmetic, electrical or mechanical, that causes the vehicle to no longer be in the same condition as it was when we provided it to you.

j.

'Booking Deposit'

Means £150 payable at time of booking in order to secure the availability of the Vehicle for the Hire Period.

k.

'Hire Period'

Means the period of hire of the Vehicle as stated on the Booking and Rental Agreement including any agreed variation from the original Booking

l.

'Security Deposit'

Means a £500 to £750 refundable payment be made by the Hirer to Snug Campers Ltd in relation to this hire.

HIRE OF VEHICLE

01.

Hire Charges

a) Hire Charges levied at the time of booking include: VAT, Handover session at start of hire, Roadside assistance, unlimited mileage, Mains cable, Crockery, Cutlery, glasses and utensils and parking on site for your own vehicle.

b) Roadside assistance is included to cover all mechanical faults. Any issues arising from Driver error to include but not limited to misfuelling, running out of fuel or AdBlu, lost keys, flat battery, etc will be the responsibility of the Driver and will be charged accordingly.

c) You remain responsible for your own vehicle and this is left at your own risk. Snug Campers Ltd will not be held liable for any damage caused to your vehicle.

d) Hire limited to drivers aged 25-75 Years - Security Deposit charges are shown below. This is fully refundable upon the return of the Vehicle, so long as the Vehicle and any accessories are delivered on time and in the same condition as when they left. This must include returning the Vehicle with a full tank of fuel.

UK Hire: £500
European Hire: £750

e) Following the completion of the Hire Period the Security Deposit will be refunded to you within 7 days of these conditions being met.

f) The Hirer must confirm the availability of the Vehicle with us at the time of booking. A booking is only confirmed once a Booking Deposit of £150.00 has been received, at which point your confirmation email will be sent. The balance of the hire charges must then be paid at least 6 weeks before hire commences.

g) Should you book within 6 weeks of the date that hire is due to commence, the full hire charges will be payable immediately and only then will confirmation of the Hire Period be given by email

h) Snug Campers Ltd reserves the right to cancel the booking if payment is not received six weeks prior to the start of the Hire Period, in this event no refunds will be due to the Hirer.

i) Payment of the hire charges is to be made by debit card, credit card or bank transfer.

j) If it becomes clear that you will be late returning the Vehicle, you must advise us immediately, as any failure to do so may mean that you are driving the Vehicle while uninsured, which may in turn give rise to your prosecution. All late returns are charged an additional £25.00 per hour.

k) If you lose the use of the Vehicle for any reason during the period of hire, we have no obligation to refund you any money paid to us, and are not required to provide you with a replacement Vehicle. You are not entitled to claim any consequential losses incurred from Snug Campers Ltd. (For example finding alternative overnight accommodation) We recommend you take out personal travel insurance to cover this circumstance.

j) Insurance for additional drivers is charged at £5.00 per additional driver per day (in whole or in part). Each Driver will need to meet and provide evidence of the eligibility criteria detailed in section 3. We reserve the right to refuse hire of a Vehicle to any driver we see fit without explanation.

02.

Cancellations, Refunds & Other Charges

a) Should you be forced to cancel your booking prior to 6 weeks before hire commences the £150.00 Booking Deposit will not be refunded.

b) Should cancellation occur within 6 weeks of the date that hire is due to commence, you will lose the full amount of the hire charges.

c) Covid 19 specific cancellation policy: Snug Campers Ltd offer a full, no quibble 100% refund or postponement without penalty in the event that your hire cannot proceed because of legal government restrictions such as a local or national lockdown where overnight stays away from your primary residence are not permitted.

c) £25 per hour charge will be charged if the Vehicle is returned past the agreed time.

d) Should any damage to the interior of the Vehicle and/or the accessories exceed the security deposit, you will be liable for settling these additional costs.

e) Should the damage not exceed the security deposit then we will only charge you for the amount required to set right the damage, and will return the remainder of the deposit to you.

f) £40 Refuelling fee if the Vehicle is not returned with the same level of diesel plus the cost of diesel at the prevailing rate.

g) £30 administration fee for each Parking fine, penalty fee and notice, plus the cost of the fine are payable by You.

h) £30 valeting fee should the Vehicle require more than a standard clean to the exterior and interior.

03.

Collection & Return Of Vehicle

a) You must collect the Vehicle between 2pm and 5pm on the day that hire is due to commence. Please allow at least 60 minutes to handover the Vehicle to demonstrate the features and accessories.

b) The Vehicle must be returned between 9am and 11am on the final day of the Hire Period. The vehicle and any accessories must be returned on time and in the same condition as when it left, and must have a full tank of the correct fuel type. Should this prove not to be the case, a charge will be made, which will in the first instance come out of Your Security Deposit.

c) Should the Vehicle have been involved in an accident involving damage to itself or third party property, You will be liable for the policy excess shown below:

Hire limited to drivers aged 25-75 Years

UK Hire and Residency: £500
European Hire / Non UK Residency: £750

d) In the event that an unauthorised late return of the Vehicle makes Snug Campers Ltd liable for costs to be paid to the next Customer we will pass those costs onto You and deduct them from the Security Deposit

e) No refund will be given for the early return of the motorhome.

f) You are responsible for the care and security of the Vehicle for the duration of the Hire Period and You agree to return the Vehicle to Snug Campers Ltd in the same condition as at the start of the Hire Period. You will be liable for any costs and charges relating to additional damage caused during the Hire Period.

04.

Eligibility, Proof of Identity and Driving Licence

a) All drivers must be aged between 25 and 75 years old, and have held a full valid driver's licence for two years. We reserve the right to refuse the hire of a Vehicle to any driver we see fit without explanation.

b) Drivers must have no more than 6 points on their licence, have had no more than one fault or non-fault insurance claim in the last 3 years and have held their licence for more than 2 years

"b) The following documentation is required in order for Snug Campers Ltd to release the Vehicle to You

1)A valid photographic Driving Licence up to date with Your current address (Paper driving Licences are not acceptable)
2) 2 proofs of address - Dated within 90 days from the commencement of the Hire Period and the address must match the driving licence.
2a)Primary proof: A utility bill, for example Water, Gas, Electricity, Broadband Council tax or landline
2b)Secondary proof: Bank statements, credit card statements, Mortgage or pension statement
3) An online DVLA Licence check code submitted to Snug Campers 7 days before commencement of hire (You will need your National Insurance number and your driving licence number)"

c) Drivers will be held personally liable for any and all legal penalties (eg: fines, charges or illegal activities undertaken), which are incurred during the period of hire, except where those penalties can be proven to reflect upon the condition of the Vehicle at the point of hire.

d) The Hirer will notify Snug Campers Ltd of any changes to any of the above identification prior to Hire Period. Failure to do so could invalidate the Vehicle Insurance.

e) Snug Campers Ltd reserves the right to cancel the hire if, at the commencement of hire, the Drivers’ licences are invalid or not in accordance with the required conditions or if insurance is declined for any reason.

f) Snug Campers Ltd reserves the right to vary the conditions of Booking at any time, prior to Your final acceptance of the contract.

g) Snug Campers Ltd reserves the right to decline hire to any person at any time without reason.

h) In signing to accept these terms, You confirm that the information given is true, complete and correct, to the best of Your knowledge and belief, and You undertake to inform Snug Campers Ltd of any changes immediately.

i) You agree that You are responsible for all costs, expenses and fines that You have incurred during the Hire Period as a result of a breach of any Road Traffic laws, except where the breach is the fault of Snug Campers Ltd.

INSURANCE

05.

Vehicle Insurance

a) Comprehensive insurance cover is included in the Hire Charge, with a standard excess of £500.00 (£750.00 for non UK residents) which is payable by You in the event of any accident damage to either the Vehicle or third party property. You will be liable for this excess, as well as for replacement or repair of damage to the windscreen or tyres.

b) The driver, or drivers, must be a minimum of 25 years old in order for them to be covered, and as a consequence we will not allow any additional driver below this age.

c) The Vehicle is insured for the Hire Period only. Unauthorised late return of the Vehicle will invalidate the Vehicle Insurance and will be classified as an offence under the Road Traffic Act .  The Hirer is responsible for any consequences of driving an uninsured Vehicle.

d) Repair costs which are less than the Insurance Excess will be invoiced directly to the Hirer. An insurance claim will only be made if the total repair cost exceeds £500 (£750 for non UK residents).

e) We will not be able to offer insurance if:
1. the hirer is under 25 or over 75.
2. If You have more than 6 points on your licence
3. Have held your licence for less than 2 years,
4. Have a discloseable medical condition
5. Have a high risk occupation including but not limited to being involved in professional sport, gambling or entertainment.
6. Drivers who have had more than one fault or non-fault accident in the last 3 years"

f) The following are not covered by Snug Campers Vehicle Insurance:
1. Windscreen, glass & tyre damage
2. Minor damage to exterior Vehicle paintwork, and with total repair costs less than £500 (£750 for non UK residents)
3. Your Personal effects in the vehicle
4. Interior damage including burns, to seats, flooring and living or cooking equipment
5. Any equipment on hire from Us.
6. Any consequential expenses or additional costs incurred in hiring alternative vehicles
7. Missed transport, accommodation, travel expenses or any third party claims in connection with a breakdown or accident

06.

Property left at Your risk

a) All property left in the Vehicle is at Your risk. Snug Campers Ltd accepts no responsibility. We recommend you take out personal travel insurance to cover this circumstance.

07.

Safe Use of the Vehicle

You must protect the interests of Snug Campers Ltd and Our insurers and must not:
Drive the Vehicle off road or on unsafe road surfaces, drive in a reckless or unsafe manner, leave the Vehicle unoccupied with the keys in the Vehicle and ensure it is always left locked with the windows closed, tow any other vehicle or trailer, use the Vehicle for hire or reward, use the Vehicle to carry more than the stated maximum number of passengers or overload the Vehicle, hire the Vehicle to a third party, drive whilst under the influence of drugs or alcohol, or allow anyone else to drive other than those named on the Hire Agreement.

ACCIDENTS AND BREAKDOWNS

08.

In The Event Of An Accident

a) Should an accident occur while the Vehicle is in your care, or should any accident, loss or damage occur to the Vehicle, you must inform Us within 24 hours..

b) Any theft, road traffic accident or damage to third party property arising out of your use of the Vehicle must be reported by you to the local police. Names, addresses and contact telephone numbers for any and all third parties and witnesses must be obtained by you, even if the matter appears to be straightforward and/or the damage minimal. In the event of theft you must report this to the police and obtain a crime number.

c) By signing this agreement, you undertake to assist us and our representatives in handling any claim arising from any accident, incident or event occurring while the Vehicle is in your care, including but not limited to the completion of report forms and witness statements, interview by our representatives or their agents and attending Court to provide evidence.

09.

Breakdown & Recovery

a) In the event of a breakdown rendering the vehicle immobile, contact Snug Campers Ltd and we will arrange for the Vehicle to be repaired at the roadside or recovered to an authorised repair centre.

b) Snug Campers Ltd have sole right and responsibility to repair the Vehicle. Repairs must be authorised by Us prior to the work being undertaken.

c) If you arrange for the Vehicle to be recovered to any other location, you will meet the cost of recovery to our own local approved body shop.

CARE OF THE VEHICLE

10.

Smoking In The Vehicle

We do not allow Smoking in or around our Vehicles or camping equipment. There will be a deduction from your security deposit should there be evidence of smoking having taken place within the vehicle upon its return to us.

11.

Taking Pets

a) Should You wish to bring a pet with You, please check first with us at time of booking and before booking has been confirmed. We reserve the right to refuse to allow your pet or pets at our own discretion and without explanation.

b) All pets must not be left unaccompanied in the Vehicle and You must provide suitable safe travel and sleeping arrangements (A Crate for example for a dog).

c) In the event of damage to the interior of the Vehicle or it's accessories the cost of rectification will be deducted from your security deposit in the first instance.

12.

Maintenance Of The Vehicle

a) While in your care You will ensure that the Vehicle is properly maintained while in your care. Check oil and water levels on a daily basis, and ensure that the vehicle's tyres are inflated and show no signs of damage before each journey.

13.

Cleaning

a) As part of the Hire Agreement we expect that the Vehicle is returned with all rubbish cleaned out and in a condition that is not unreasonably dirty.

RIGHTS OF THE PARTIES

14.

Substitution Of Vehicle

We reserve the right to substitute the Vehicle booked with an alternative Vehicle at our discretion and without consultation with you.

15.

Ending The Hire Agreement

a) We reserve the right to end this agreement for any reason which may include but are not limited to the following:

b) If you breach this agreement, if you misrepresent yourself, if any of the information you provided to us proves to be incorrect, if you abandon the vehicle, if you fail to return the vehicle at the end of the Hire Period, if you are using the vehicle in an unsafe or dangerour manner.

c) If we need to end the agreement You will not receive any refund of your Hire Charges or Security Deposit.

16.

Title To The Vehicle

a) You acknowledge that we continue to hold title to the vehicle and that you act as bailee only. You acknowledge that no part of this agreement provides you with a right of any kind to pledge our credit or cooperation in connection with the Vehicle, and you agree not to do so.

b) You will not offer or attempt to offer to sell, lend, hire or assign of any part of the Vehicle and/or its accessories or this agreement to any party of any kind, or otherwise deal with the Vehicle and/or its accessories in any way other than that allowed by this agreement.

17.

Release & Indemnity

a) Subject to our obligation to deliver the Vehicle or an appropriate substitute vehicle to you, you release us, our employees, servants and/or agents, from any liability to you (regardless of who is at fault) for any loss or damage incurred by you or a third party by reason of your use and/or possession of the vehicle, including but not limited to:

- any loss or damage caused by breakdown, mechanical defect, accident, or the vehicle being discovered unsuitable for your purposes.
- any loss or damage to any property left in or on the vehicle, in any service vehicle, or on any part of our premises, or recovered or handled by us.

b) Subject to any insurance arrangements agreed with us, you hereby agree to indemnify us and continue to indemnify us, our employees and agents against any claims, demands and expenses (including legal costs) incurred or sustained by you or by a third party by reason of your use and/or possession of the Vehicle.

18.

This Agreement

a) Any alterations and/or amendments to this agreement must be made in writing and must be signed by the parties.

b) This agreement will in all instances be governed by English law, and this agreement, including the terms and conditions, constitutes the entire agreement between the parties. No additional oral undertakings, warranties or agreements between the parties relating to the subject matter of this agreement can supersede the terms of this agreement without the prior consent of the parties.

c) We reserve the right to add or amend any charges referred to in this agreement without prior notice to you.