Camplify Dispute Resolution Policy

We acknowledge that problems can arise, leading to disputes. We treat complaints seriously and have a defined process to address and resolve them.

ISSUES UNDER THE HIRE CONTRACT -COMPLAINTS

When making a booking a hire contract is formed between the owner who provided the RV and the hirer.   Where an issue arises under the hire contract the first contact should be with the other party (owner or hirer) to the booking.

• Any concerns about the hire must be reported within 12 hours of the incident/event, allowing the owner/hirer sufficient time to address and resolve the issues during the hire period. 
• If a resolution can’t be agreed between the owner and hirer Camplify can step in as a mediator.
• Please submit issues on hire/complaints via the complaint form within 5 business days of returning the vehicle. 
• Include a detailed description of the issues and all applicable evidence (Photos, videos, texts, etc.)
• Camplify will raise the issue with the other party and respond within 10 business days. 
• In the case of a mechanical breakdowns or issues on hire regarding accessories not functioning properly, the hirer should follow the Camplify Breakdown Policy first before lodging a complaint.
• Where a complaint relates to a cancellation, Camplify will determine the dispute by applying the Cancellations Policy.  

POST HIRE/ DAMAGE RESOLUTION DISPUTE

Accidents and damage will be assessed in accordance with the Hirer and  Owner Rules. Hirers must report an accident or theft in accordance with the Accidents and Theft section of the Hirer Rules.  Damage to the RV or its contents may also be reported by the owner in the post-hire checklist (see Owner Rules Dealing with damage section and Hirer Rules Handback Process). 

Camplify will review any reported damage in accordance with the Terms of Service, and the Hirer and Owner Rules. Generally, the hirer is responsible for any damage occurring on hire unless the damage is due to owner or equipment fault or caused by a third party whose details you have provided to Camplify (see Hirer Rules, Additional Charges and Damage section).  

Fair wear and tear is not considered damage. Camplify will not process any reimbursement for damages, incidents, or items listed on the post-hire checklist that are normal wear and tear. Any costs associated with wear and tear, general maintenance  or loss or damage to small/low value incidental items should be covered by the booking service fee. 

In the case of damage occurring on hire the first contact should be with the owner/hirer of the booking.  Camplify will use reasonable endeavours to implement any mutual agreement between the owner and hirer. If the owner and hirer agree to a cash settlement, which the hirer has paid, the matter is closed and the owner cannot also lodge a damage claim through Camplify. 

If there is a dispute about whether the damage occurred on hire or whether it is fair wear and tear Camplify will act as a mediator:

• Please submit a complaint form
• Camplify may ask for further information including detailed evidence to support your complaint  
• We will respond within 10 business days;
• If the damage is a claim under the Camplify Promise and/or Accident Excess Reduction, Camplify will review the claim in accordance with Camplify Promise and/or Accident Excess Reduction, as applicable. In these cases, a resolution may take longer as we wait for an independent assessment of the issue.

UNRESOLVED ISSUES BETWEEN OWNER AND HIRER 

Camplify will try to assist the owner and hirer to reach a mutually acceptable resolution of a dispute that is consistent with the Hire Contract and Owner and Hirer Rules. If Camplify cannot assist with a mutually accepted resolution or either party is unsatisfied with the outcome, the owner and/or hirer may consider taking other action under the hire contract.

BOOKING REVIEW DISPUTE

If you dispute a review of you or your RV, this must be raised with the reviewer at first instance.   The owner and hirer can jointly advise Camplify of any agreed changes to the review, which we will then make.     

ACCC guidance requires that reviews should be independent and reflect the genuine opinion of the person who experienced the product or service. Camplify cannot require an owner or hirer to change a review that reflects their genuine opinion.

Camplify has the discretion to remove or modify reviews, but only in specific circumstances. Reviews may be removed or modified if, in Camplify’s reasonable opinion the review:

• is fake or not genuine;
• is defamatory;
• is discriminatory; 
• contains a material misstatement of fact;
• is unreasonably punitive, such as in cases where a party responds negatively due to a previous bad review; or 
• contains explicit or illegal content.

If you are unable to agree any changes with  a reviewer and believe one of these circumstances apply to a review of you contact Camplify and: 

• Provide written evidence noting one or more of the above terms;
• Include any photos, videos, texts, etc to support this; and
• Allow up to 20 business days for Camplify to consider your complaint. if we accept that one of these circumstances applies, the review will be updated or removed. 

COMPLAINTS AGAINST CAMPLIFY

If you have a complaint regarding the services Camplify provides, though the Camplify Platform including:

• booking fees, 
• roadside assistance 
• holiday disruption assistance 
• the Camplify Promise 
• Accident Excess Reduction 

Please follow the following steps:

• Contact Camplify via email outlining the complaint
• Provide evidence/supporting documentation
• Allow up to 10 business days for a response

If you are unsatisfied with the outcome/resolution of your complaint you may contact the ACCC or your State or Territory Office of Fair Trading, Consumer Protection, or equivalent.