Camplify Breakdown Policy

This document refers to terms and conditions outlined in the Hirer and Owner Terms. Please see more information at www.camplify.com.au/terms

A Breakdown event is defined as a mechanical or faulty Equipment. It is not as a result of an accident, or misuse of the RV. If any breach of the Camplify Terms has occurred Camplify may recover all funds from the Hirer.

Roadside Assistance

• All hires come with 24/7 nationwide roadside assistance.

• Incidents include changing flat batteries, changing tyres (do not attempt to change yourself), fixing small engine problems, and towing due to RV faults.

• Roadside assistance may also assist by locating a locksmith for lost keys or keys locked in the RV, in which case the hirer must pay the locksmith directly.

• In the event of a breakdown requiring roadside assistance, call the Camplify Line on 02 4075 2000 and select option 4 for a direct line to our roadside assistance partners.

• Provide the vehicle registration number and location.

• Roadside assistance will dispatch a 'Roadside Assist' Patrolman to assess the breakdown.

• Repair services may be limited during weekends, holidays, or in remote areas due to restricted operating hours and availability of spare parts. 

• If a tow is needed, our roadside assistance providers will tow to closest suitable repairer.
  

• The hirer must not leave the RV without approval, you are responsible for the RV and must not abandon it.

• If the RV must be towed or left with a repairer, the hirer must take photos of the RV and provide them to Camplify and the owner to confirm the condition of the RV prior to leaving it with the tow truck or repairer. If this is not possible the hirer must advise the owner, who must request this information from the repairer. Photos must include all four sides of the rv -  floor to roof, the interior, exterior, and dashboard (including fuel gauge and odometer).
  

• If the RV needs to be taken off road for repair and/or becomes uninhabitable, in either case for more than 12 hours, this is considered a “Major Mechanical Breakdown. In the case of a Major Mechanical Breakdown Camplify will reimburse the hirer for accommodation (Max $150/night) and car hire or alternative transport until the RV is back on the road or the assistance cap is reached.  Assistance is capped at 3 nights’ accommodation and 3 days car hire (or $350 for alternative transport).  Accommodation and car hire must be booked by the hirer.  The hirer must submit the receipts to Camplify for reimbursement. Reimbursements are processed within 30 days.
  

• If the RV needs to be towed, the maximum distance Camplify will cover is:

  ○ Metro and Country Areas: Up to 50km towing is covered.
  

  ○ Remote Areas: Up to 100km towing is covered.

  If the required tow distance exceeds these limits, the owner is responsible for covering any excess towing charges payable to the tow contractor before towing. Important: Owners must notify Camplify if they needing towing assistance beyond the covered limits, as NRMA will not seek approval from Camplify for excess towing charges.
  
  If there is no suitable repairer available within the towing limits Camplify may reimburse the excess tow charges  up to $1000 provided it is within the owner’s annual benefits cap. Where there is a suitable repairer available within the towing limits and the owner directs the RV to taken to their chosen repairer beyond the towing limits the owner is responsible for the excess charges.
  
  Tow Location
  Hirers are responsible for contacting the owner to confirm the appropriate tow destination. The hirer and owner should agree who will notify Camplify. If the hirer is unable to contact the owner,  the hirer should contact Camplify customer support, to provide a tow destination. Important: NRMA will not contact Camplify for tow destination details.
  If the tow distance falls within the covered limits (50km/100km based on location), NRMA will proceed with the tow.
  
  When NRMA instructs hirers to contact Camplify, it is for:
  Confirming the tow destination
  Approving any additional towing charges exceeding the covered limits.
  Camplify will confirm if an NRMA patrol has determined that the RV cannot be mobilised before arranging additional support.
  

• Each RV’s roadside assistance is capped at $3000 in towing and hirer assistance costs (i.e. accommodation, car hire and alternative transport costs) per Camplify’s roadside assistance membership year. Camplify’s roadside assistance membership year begins on 1 December and ends of 30 November. The cap resets yearly on 1 December.

• Where roadside assistance is called out because of:

  ○ a negligent or reckless act of the hirer, Camplify may on charge the roadside assistance costs incurred to the hirer. (see “Instances where hirer will be responsible for roadside assistance costs” below).

  ○ a substantial failure of the owner to comply with the owner rules, Camplify may charge the roadside assistance costs directly to the owner rather than deduct them from the annual roadside cap. A substantial failure to comply with the owner rules would include failure to conduct annual maintenance or not repairing a known issue.

  ○ owners will also bare the costs of roadside assistance in the case of the exclusion set out below (see General Exclusions – Owner)
  
  

Instances where hirer will be responsible for roadside assistance costs, include:

• RV has run out of fuel or incorrect fuel or additives have been used

• RV has been driven with the handbrake on or with accelerator and brake pedal depressed concurrently

• Keys are lost or locked in the RV

• Flat batteries caused by incorrect hirer use of the battery or associated equipment

• RV is trapped or bogged

• Failure to top up fluids if advised to do so

• Flat or damaged tyres

In the event of an accident or breakdown in a prohibited area the hirer will be responsible for both roadside assistance and salvage costs (see Hirer Rules – Prohibited Uses section).

Refunds in the case of a Major Mechanical Breakdown

• If a Major Mechanical Breakdown occurs due to a mechanical failure or general wear and tear, a refund of the daily fees for unused days of hire will be issued to the hirer. The refund is calculated from the number of days the hirer is without the vehicle from the day of the breakdown (this also includes days the vehicle is at a mechanic's for repair/being assessed during the booking period).

• If the Major Mechanical Breakdown is caused or contributed to by the hirer (e.g. ignoring dash warning lights, not stopping and calling for assistance, driving with the handbrake or driving over a large pothole causing the wheel alignment to be out) then a refund of unused days is not given as the hirer is responsible. The hirer would also be responsible for damages/ repairs. The hirer’s accident excess reduction may apply depending on nature of the hirer’s fault and of the incident (see Accident Excess Reduction for inclusions and exclusions).

• No refund for unused days will be issued to the hirer until the booking has ended and the cause of the fault has been determined.

• Provided the hirer is not at fault, when a booking is cancelled due to Major Mechanical Breakdown Camplify will credit the refund to the hirer’s account. The refund can be used to book an alternate RV for the remainder of the hire period. If the alternate RV is a greater cost Camplify is under no obligation to pay that cost, including for any additional kms that may be incurred while traveling under the replacement booking.
  

Other Issues on Hire

• In the case of a mechanical issue not requiring roadside assistance hirers must discuss the issue with the owner at the first opportunity. If the hirer fails to promptly report an issue to the owner and the issue is made worse because of this the hirer may be held responsible for any resulting breakdown.

•  In the case of issues with accessories such as pumps, awnings, gas, hot water air conditioning, these issues need to be discussed with the owner within 12 hours of the issue arising. Workshop repairs are the responsibility of the vehicle owner on the exception of hirer misuse.
  

• If any issue remains unresolved for more than 24 hours the hirer must advise Camplify.

• The owner and hirer may agree on an appropriate refund as compensation for any lost amenity caused to the hirer by the unresolved issue. It the owner and hirer cannot agree, either the owner or the hirer may refer the dispute to Camplify. (see Camplify Dispute Resolutions Policy).

General Exclusions - Hirer

Subject to any rights of the hirer under the Australian Consumer Law, the following exclusions apply in all cases:

• replacing or compensation for spoiled food caused by fridge malfunction or meals purchased due to lack of refrigeration;

• lost bookings/tours/accommodation;

• flights you have booked or missed;

• holiday plans that are disrupted;

• additional campsite you have booked due to battery/power issues;

• booked accommodation you are unable to travel to; and

• loss or inconvenience caused by natural disasters such as floods, cyclone, hailstorm, earthquakes, bushfires or pandemics.

Camplify strongly recommends that hirers take out travel insurance to cover their booking.

General Exclusions - Owner

Battery Replacement: If a breakdown is due to a fault with your RV starter or house battery and it cannot be recharged because it is unserviceable or fails a battery test, the battery will be replaced at owner’s cost and owner will also be responsible for the costs of calling out roadside assistance.

Garage Work and Parts: The cost of any garage work, parts, or specialist resources are not part of roadside assistance and are excluded.

Tyre Faults: The owner will be responsible for the costs of calling out roadside assistance for tyre faults if the vehicle is not carrying:

• a serviceable spare tyre;
• the tyre repair equipment provided by the vehicle’s manufacturer, or
• a locking wheel nut key.

Second Recovery: Roadside assistance cover towing to our roadside assistance providers closest suitable repairer (subject to the KM limits).  Camplify does not cover any second recovery.

Repeat Breakdowns: Any breakdown relating to a fault that roadside assistance has already attended is excluded if:

• The original fault has not been properly repaired; or
• You have not followed direction after a temporary repair.
  

RV Repatriation

Roadside assistance does not include the costs of returning your RV home in the case of a breakdown.  Where an owner’s annual roadside assistance limit has not been reached and their RV has broken down a long distance from home Camplify may, at its absolute discretion:

• pay up to $1000 to return the RV to the original destination if it can’t be fixed within 3 working days, providing the RV is not beyond economical repair; or
• reimburse the costs on one person travelling to collect the RV (by standard class rail or airfare and public transport) and pay a contribution towards room only of $150 per night for a maximum of 2 nights.

In all cases, assistance is capped at the lessor of $1,000 per incident or the balance of your RV’s annual roadside assistance limit ($3000 per Camplify’s roadside assistance membership year of 1 December  to 30 November).