CONTENTS

Owner Rules 

Ongoing Obligations 

1. Creating and maintaining your listing 
2. Onboarding and owner training 
3. Registration and maintenance 
4. Safety Features and Requirements 
5. Communication 
6. Cancellation of bookings and terminating your membership 
7. Dealing with damage 
8. GPS tracking and Privacy 
9. Friends and Family Booking (Premium Members Only) 
10. Promoting your RV 

Pre-hire Rules 

1. Confirming a booking 
2. Handover process 

During hire 

Post-hire rules 

1. Handback process 
2. Damage Claim process 

Owner Rules 

3 July 2024

Camplify requires that all owners follow the Owner Rules. The Owner Rules and Hirer Rules set the ground rules for the Camplify Community and help provide a good experience for both Owners and Hirers. Following the rules will also assist owners to maintain high review ratings and grow their earnings through Camplify. 

  The rules are broken down into

• Ongoing obligations, which owners must meet at all times; 
• Pre-hire obligations;
• Obligations during hire; and 
• Post hire obligations.

It is important that all owners read and understand the rules. Failure to comply with the rules can lead to your listing being suspended while you fix the problem. Camplify may terminate your membership in the case of repeated or serious violations (see Terms of Service for details).

Ongoing Obligations

1. Creating and maintaining your listing

 To list an eligible RV the owner must create a profile listing for the RV on the Camplify Website. The listing must be accurate and include detailed pictures inside and out showing all aspects of all angles of the RV. Camplify recommends using a smartphone or camera to take:

1. a minimum of four photos of the inside the RV; 
2. a minimum of four photos of the outside of the RV; 

Photos provided must be of the RV for hire, less than a month old. No generic images, or stock images are to be used. If you include an item such as a BBQ or table in your photo which is not included in your rental price your listing must make it clear that an extra charge applies to hire the item. Photos should not include items that aren’t available for hire. 

Your listing must be written in your own words, copying from another owner isn’t permitted and may breach their copyright. Details of the RV and the inventory must be included in the listing. This includes:

1. make, model and year; and 
2. height constraints for motorhomes, campervans and large caravans
3. operational requirements relevant to the RV, such as towing specifications and weight limitations;

All details listed as features of your RV must be accurate and operating. If a feature or item promised cannot be provided for a hire, be sure to notify the hirer in writing and work together for a solution that still allows the hirer to get away. 

Owners should also familiarise themselves with the Hirer Rules. If there are specific rules for your RV not already covered by the Hirer Rules you should add these to your listing rules. 

Camplify may require an owner to amend their listing profile to add more information or pictures or remove misleading information, material that may breach copyright or otherwise doesn’t comply with the Owner Rules. If your Listing materially breaches these Owner Rules or the Terms of Service Camplify may amend your Listing to make it compliant and then tell you what we have changed and why.

Owners are responsible for determining the rental charges payable by the hirer. Camplify recommends that owners compare their equipment to similar RVs and consider peak periods when setting pricing. Most owners have different rates for high season, which can be set via the listing calendar.  

The Camplify community expects all RV owners to maintain accurate availability on their listing calendar. Reserving your RV in advance is the best experience for all. If a holidaymaker requests a date range that isn’t available, it is expected that you respond to their enquiry in a timely manner and then subsequently block out the dates on your van calendar. 

You must complete the identity verification section when you sign your RV up to the Camplify Platform before your RV will be made available for search. 

In order for owners to safely take bookings through the platform, we require all newly listed owners to complete our mandatory online onboarding course. This course familiarises owners with the correct procedures and policies to successfully operate on Camplify. Upon completion of the course, owners are welcome to book a follow up call with a member of the Camplify Team in order to ask any questions they may have, and for us to carry out our required identity & verification as well as quality assurance checks. This thorough process gives reassurance to all parties.

3. Registration and maintenance 

Your RV must be registered in the State or Territory in which the Owner is resident, subject to any legislated grace period allowed following relocation, within the appropriate registration category. If requested, you must provide Camplify with evidence of registration. You must not offer an unregistered RV for hire via the Camplify platform. 

Your RV must be roadworthy and fit for purpose/hire. All RVs need to be regularly serviced and should demonstrate adequate tyre tread, mechanical fluids, gas systems and brakes, etc with the body and overall condition of the RV being safe. Nobody should need to spend their well-earned holiday fixing things or dealing with a breakdown on the side of the road.

RV servicing should be completed on a regular basis. Timeframes for RV servicing should be conducted in line with your van’s manufacturer handbook and applicable laws. At a minimum, all RVs should be serviced at every 10,000kms or at least every twelve months, whichever occurs first. If requested by Camplify you must provide evidence of:

1. maintenance; and 
2. safety checks.

Camplify may also request a full condition report where reasonably required, this includes for damages assessment, as confirmation of repair after a cash settlement of damage or when Camplify has reason to believe that an RV may not be fit for hire. If you do not provide a condition report when requested Camplify may suspend your listing until you are able to confirm that your RV is safe and fit for hire.

4. Safety Features and Requirements 

It is the owner’s responsibility to make sure your RV is safe at all times. All RVs must have a first aid kit, fire extinguisher and fire blanket. RV’s must also have a fully functional smoke alarm (except rooftop tents and soft sided annexes). Carbon monoxide detectors are recommended for all internal spaces where gas appliances may be used. 

All gas bottles must be in good condition, certified and in date. Electrical and gas aspects of your RV must be installed by a properly licensed tradesperson, this includes cabling, gas lines, and appliances. DIY is not an option, especially when it comes to gas! Gas leaks are extremely dangerous and can lead to explosions. Gas leak detectors are available for caravans and motorhomes and are an excellent safety option.  

5. Communication 

Owners must always keep your contact details in your account up to date.

All communication with hirers must be confirmed in writing via Camplify messages on your owner dashboard. In cases where you speak verbally with the holidaymaker, it is strongly recommended that you make a clear note of any verbal arrangements in the booking messages.

A hirer may ask questions in their request to book about the appropriateness of your RV for their planned trip. Owners must answer any hirer questions before accepting a booking request. This is also an opportunity for you to ask questions about the hirer and their plans. Once you are both satisfied, the Owner may complete the booking by accepting the booking request.  The hirer will be advised that the booking is complete, and payment will be requested. If payment is not made within 72 hours the booking will be cancelled.   

Effective collation of notes ensures transparency and clarity for all parties.  These records are essential when dealing with any damage or dispute between an owner and hirer. Camplify cannot rely on any verbal communication. 

When calling Camplify or dealing with our roadside assistance provider you may be asked security questions to confirm your identity before information on your account will be discussed/shared.    

It is widely expected that owners and hirers respond to booking requests and messages within 24hrs. Delays in communication will almost always lead to lower conversion rates and a poor experience for all parties involved. It is okay to press decline on a booking request if it doesn’t suit you, but it is not okay to do nothing and leave the person wondering whether you’ll get back to them. Timely, clear communication is paramount to success for all on Camplify.

You must not take cash bookings or otherwise solicit hirers to transact outside the Camplify payment system or take bookings off the Camplify platform. For Flexible and Premium Members your Camplify Promise does not apply to off platform bookings. Camplify actively reviews booking for irregularities. Owners found to be taking off platform booking may have their membership terminated. 

6. Cancellation of bookings and terminating your membership

You must select a cancellation policy option when listing your RV on the Camplify Website. This is the cancellation policy that applies if the hirer wishes to cancel their booking. If no option is selected by the owner, the default option will be the flexible cancellation policy. The policy you have selected at the date of a hirer making a booking applies and will be displayed during the booking process and emailed to the hirer. If you change your cancellation policy option this will apply to new bookings, it will not apply to existing bookings. 

Hirers are always excited about their upcoming adventure and have planned and got ready for their trip in your RV. By accepting a booking you have entered into an agreement with the hirer to provide your RV for hire on the booking dates. It is highly inconvenient to a hirer, and often impossible to find an alternate RV if you cancel at short notice, especially around busy holiday periods.   

Planning for the unexpected helps keep your RV on the road. Camplify strongly encourages owners to plan in advance as much as possible by scheduling servicing, having spare parts on hand, etc. Many owners on Camplify will put aside their service fee amounts to help cover the expenses they incur along the way. 

If you need to cancel due to an emergency, the RV has been damaged or is off road for urgent repair you must promptly contact the hirer and Camplify. If you cancel a booking unreasonably, cancellation charges will apply. Camplify may also block out your calendar and issue a review that includes an unreasonable cancellation on a hirer. 

See Cancellation Policy for full details. 

If you wish to cancel your membership you must follow Camplify guidelines for deactivation, including providing documentation and written instruction to deactivate. You should consider any future bookings, provide at least 4 weeks’ notice of cancellation and honour all bookings during the notice period.  

7. Dealing with damage 

All claims for damage during hire must be made through Camplify. Camplify is responsible for obtaining payment of any post hire amounts due from the hirer. This includes charges such as excess KMs or an accident excess in the case of damage.  Owners must not collect a bond or similar payment from the hirer directly. 

To claim any damage on hire, you must be able provide Camplify proof that the damage occurred during the hire. Except in the case of theft or a major incident, this is done by completing the pre-hire and post hire checklists on the Camplify app. You must complete the pre-hire checklist on each booking to record the condition of your RV before it goes on hire.

Except in the case of theft or a major incident (where your RV has needed to be towed from the scene of an accident), any damage must be recorded in the post-hire checklist and notified to Camplify within the 48 hours of the end of the hire. Without the checklists it will be very difficult to establish that damage occurred during the hire. The post-hire checklist will be taken as a full and final report of any damage. If you accidentally make an error in completing the post-hire checklist you must notify Camplify and the hirer immediately. 

Camplify releases the token taken on the hirer's payment method 48 hours after the end of the hire. Camplify cannot support a damage claim on the hirer without receiving proof the damage occurred on hire before this time. If this deadline is not met, Premium and Flexible Members may be eligible to make an undetected damage claim (see Camplify Promise).

A major incident is an accident that has caused significant damage to the RV requiring to be towed to a repairer. 

Camplify will require the hirer to complete an Incident Report Form regarding any damage or theft. In the case of theft or an accident required to be reported to the police, the hirer will also be required to provide the event number or other evidence that a police report has been submitted.

Premium Members must not put damage occurring on hire through as a personal use claim under the Camplify Promise.  

8. GPS tracking and Privacy 

You should not spy on other people; cameras are not allowed in your RV except forward facing dashcams.

If you use a GPS or dashcam in your RV you must:

1. Include a notification in your listing and in your hiring rules; and 
2. notice should also be displayed in your RV for full disclosure to the hirer, 

In many jurisdictions in Australia it is an offence to install and maintain optical surveillance devices or a GPS device to track your RV while on hire without the express or implied consent of the hirer. It is your responsibility to make sure you are aware of, and comply with, the relevant requirements in the State or Territory where you live.

9. Friends and Family Booking (Premium Members Only)

If you are a Premium Member, you may want a family member or close friend to hire your van, perhaps at a discounted rate. For the booking to have cover under the Camplify Promise and roadside assistance it must be put through as an official booking on the Camplify platform. All hire-related payments must take place via the Camplify platform. Camplify actively reviews our site for booking irregularities. Any owners found to be taking direct payments or misusing the family booking option face not being covered by the Camplify Promise and ultimately, being removed from the platform.

10. Promoting your RV

Good hirer reviews will promote your RV. Going above and beyond, from providing a stocked fridge or a list of your favourite campsites and things to do nearby, the thoughtful and personal touches go a long way in delivering an unforgettable, five-star experience. 

Some Premium Members may be invited by Camplify to participate in trade shows or other promotional opportunities that present themselves.  

Pre-hire Rules 

1. Confirming a booking 

When you receive a hirer’s request to hire your RV, you must contact the hirer via the Camplify platform. This is an opportunity to answer any questions the hirer has and check the hirer’s suitability to hire your equipment such as confirming any age limits or other requirements you have in your listing rules. If you offer a towable RV (caravan, camper trailer) for hire, you must take all reasonable steps to ensure that the vehicle the hirer intends to use to tow your RV has the towing capacity (including GVM, GCM and ATM capacities) required to comply with the legal requirements and manufacturer specifications to tow your RV, as well as any other equipment, such as electric brakes, that is required to facilitate towing.

Once you have the necessary information you should approve or decline the request to hire your RV. It is widely expected that owners respond to booking requests and messages within 24hrs. Delays in communication will almost always lead to lower conversion rates and a poor experience for all parties involved. It is ok to press decline on a booking request if it doesn’t suit you, but it is not okay to do nothing and leave the person wondering whether you’ll actually get back to them. Timely, clear communication is paramount to success for all on Camplify.

If the booking is approved you must agree with the hirer to meet at a mutually acceptable location for the hire to commence. Hire dates must be accurate for each booking in line with the days the RV is out on hire. You must adjust the booking dates in the Camplify platform if a booking has commenced early or has been extended. Flexible and Premium Member coverage for hire under the Camplify Promise only applies to the hire dates recorded in the Camplify Platform. 

2. Handover process 

On handover of the RV, you must, together with the hirer:

1. complete the Pre-Hire Checklist, including taking photos to confirm the condition of your RV and agreeing that any pre-existing damage matches the current Pre-Hire Checklist;
2. make sure that the hirer, and any other authorised driver, holds a current and valid driver licence that is appropriate for the Hired RV;
3. take a photo of all authorised driver's licences and upload this information to the Pre-Hire Checklist via the Camplify App; and
4. conduct an inventory review.

If you are having any technical issues with the checklist, please be sure to verify the hirer’s identity and take clear photos, at a minimum, both inside and out, including any existing damage and email these to Camplify.

For Premium Members with bookings that involve a tow vehicle and towable vehicle, two separate condition reports must be completed, one for each vehicle.

You must inform the hirer on the safe use, operation and handling of your RV. If the hirer will be driving or towing your RV, you must make sure the hirer is aware of vehicle height, weight and other limits. The pre-hire checklist is critical in highlighting all practical and key safety aspects and limits of your RV. Overhead damage claims may be denied where the hirer was not informed of height constraints. We recommend that height constraints be recorded on a dashboard sticker for motorhomes and campervans.

During hire 

You must be reasonably available during the hire to assist the hirer by answering any questions and resolving any issues that have arisen during the rental. 

The hire is for the booking dates stated on the Camplify platform. If you and the hirer agree to change these dates during the hire the dates must be adjusted on the Camplify Platform before the original end date of the hire.  

Post-hire rules 

1. Handback process

At the end of the hire, you must: 

• agree with the hirer to meet at a mutually acceptable location for the RV to be returned; 
• complete the Post-Hire Checklist via the Camplify App (no later than 48 hours from the end of the hire); 
• take photos (date stamped) of the interior and exterior of the RV showing any damage; 
• review and agree with the hirer on any accident or damage that occurred during the hire; 
• review the inventory for any missing items; 

If there are any missing items or damage this must be recorded in the post hire checklist and reported to Camplify within 48 hours of the end of the hire.

For any additional charges e.g. fuel, excess kilometres you must provide date and time stamped photos of the dash at the time of handover and pick up. 

For tolls and infringements you must provide evidence of the charge including the date it was incurred.

2. Damage Claim process

Flexible and Premium Members  

Where the owner is eligible for cover under the Camplify Promise and none of the exclusions in the Camplify Promise apply you must:

• organise formal written quotes (up to 2) at Camplify’s request; and 
• arrange for your RV to be repaired by the repairer approved by Camplify

Camplify will treat all quotes provided as fixed price quotes. Camplify does not tolerate price gouging of any sort, we always expect evidence of a fair and reasonable quotation. Camplify may request additional quotes if we believe the quotes provided are unreasonable. Camplify reserves the right to have any quote independently assessed. If a quote is accepted by Camplify, Camplify is not obliged to accept any further quotes.  

BYO Members 

Bring Your Own Insurance Members must manage their claim through their external Bring Your Own Insurance policy provider. In order to charge an excess to the Hirer you must provide Camplify with a quote to repair the damage or if you have made a claim on your insurer, evidence that you have paid this excess to your insurer.