Terms & Conditions
Coocoo Campers Terms & Conditions – Customer agreement
Terms and Conditions of hire
Valid for Hires from 2024
Your contract with Coocoo Campers comes into existence when we send confirmation of your booking. You should check the details carefully to ensure it reflects your booking requirements and inform us immediately if there are any issues. If you commit any breach of this agreement, we are within our rights to terminate the contract. In this situation we will not be liable for any refunds, compensation or other losses or expenses, including any onward travel arrangements.
1. ELIGIBILITY OF RENTER AND/OR DRIVER
Your Policy does not apply unless each hirer and authorised driver meets the following requirements (unless otherwise agreed by the insurance company)
A is 21 years of age or over but under 70 years of age. Hirers outside of these limits can be considered by our insurers and if approved, may be subject to additional premiums.
B has held a full UK driving licence for at least one year if 25 years of age or over or two years if between 21 and 24 years of age and has produced the licence for inspection by You.
C is not engaged in professional gambling, sport or entertainment, hawking or general dealing, street or market trading, or modelling.
D has not been involved in more than one motoring accident or claim within the preceding three years. Non fault must be reported.
E has not been convicted of any motoring offence or has a prosecution pending other than parking or one speeding offence.
F has referred any medical condition requiring Driver and Vehicle Licensing Agency (DVLA) notification and authorisation has been granted by the DVLA.
G has not been refused motor insurance at normal rates and terms or has not been declined insurance or had any insurance policy cancelled by an Insurer.
Additional drivers can be added at £5 per day, all drivers must be declared on the booking form.
2. INSURANCE
Fully comprehensive insurance for one driver is included within the hire cost.
You are not covered for damage to your own personal possessions.
You will be required to provide the following documents prior to your hire. It is your responsibility to ensure these documents are available. If you are unable to provide these documents we will not be able to provide you with the Campervan and you will not be given a refund.
Driving Licence card with correct current address
Two pieces of address identification from the following list, they must be no more than 90 days old (apart from the council tax bill which must be the most recent)
Bank statement
Credit card statement
Council tax bill
Utility bill – Gas, Electric or telephone (not mobile)
You will be required to obtain a DVLA driving history share code so that we are able to confirm your driving history.
All drivers from the UK, EU, Australia, and New Zealand are covered as standard, anyone outside of that will need referral to our insurance company. If you have any previous UK driving experience, this will help you get agreed for cover but there will be no guarantee.
Our insurers will cover USA/CAN/SA licence holders provided they have previous UK driving experience, as displayed below: -
4+ weeks of UK driving experience £2,000.00 additional excess
2-4 weeks of UK driving experience £3,500.00 additional excess
Less than 14 days UK driving experience Declined
Any hirers that are under 25 or have not held your licence for 2 years, can be referred to our insurance company but there is no guarantee that we can provide cover.
Payment via a cleared & traceable method must be obtained by the primary driver/hirer/renter unless otherwise agreed by the insurers.
Campervan hire includes fully comprehensive Insurance; however, you are not covered for:
Any claim where you did not abide by these Terms & Conditions;
Theft where the keys were left in the unoccupied Campervan;
Damage to tyres by punctures or bursts;
Damage to the windscreen or windows (if this is the only damage suffered);
Damage caused to the Campervan by driving under height restricted barriers;
Stains, marks, breakages, damage to the interior.
Costs of replacing any keys which are lost, stolen or locked in the vehicle (including any costs of delivering the keys to you if the Campervan is out on hire).
If you are the cause of damage to any third party which is not covered by the insurance policy as a result of any exclusions, you will be liable for any amounts payable to that third party.
If you are the cause of damage to any third party which is not covered by the insurance policy as a result of any exclusions, you will be liable to us for the amount of our loss. This can include any revenue lost in respect to future bookings due to the campervan not being available as a result of being repaired or replaced.
With regards to the optional extras hired - BBQ/firepit, Paddle Boards, Camping Chairs, we do not hold any insurance for these and as a result of accepting these terms and conditions you agree that we are not accountable for any accidents involving these items. By accepting these terms and condition you accept liability.
3. RATES, BOOKING AND PAYMENT CONDITIONS.
To secure dates you can book online via our website. Alteratively you can email us with any enquiry before booking and we will happily help you.
Payment of a 20% deposit is due to secure your booking. We cannot accept cash.
Once we receive your deposit of 20% of the hire value we will send you out an invoice for the balance, due 4 weeks prior to hire. If you hire within 4 weeks of the hire the full amount is required to secure the van.
We accept card payments, Paypal and bank transfer, either online booking through the website or in person.
Full payment is due 4 weeks prior to your hire. Your final invoice will be the final 80% of the balance including any payable extras that you have requested.
If the balance is not paid within 7 days of your final invoice, we reserve the right to cancel your booking and retain your deposit.
Prices and conditions quoted on our website and documentation are subject to change without notice.
All prices are quoted and payable in UK pounds sterling. We are not responsible for any currency exchange rate charges or fees incurred.
Once you have made your booking and paid your deposit, it is unlikely that the cost of your hire will change. This does not apply to invoice errors or omissions.
If you have to make changes to your booking we will do our utmost to accommodate any changes, but it may not always be possible. The price of your hire could be subject to change.
4. CANCELLATIONS
You may cancel your booking at any time by contacting us by email.
Cancellations more than 4 weeks before your arrival date - 20% of total cost is payable
Cancellations between 4 and 2 weeks before your arrival date - 75% of total cost is payable
Cancellations less than 2 weeks before your arrival date - 100% of total cost is payable
We strongly recommend that you take out travel insurance at the point of booking to cover the event that you may have to cancel your booking or that your booking is cancelled due to an unforeseen event out of our control.
In the unlikely event, due to any unforeseen circumstance such as an accident, damage, theft or “force majeure”, we reserve the right to make any necessary changes to your booking. We will aim to offer you another vehicle as close to your specification as possible if one is available. If the replacement vehicle is smaller or less well equipped, we will refund the difference in price. If the vehicle is larger than your original booking you will not be held liable for any higher rental charges. We will not be responsible for any costs or charges that you may incur from having a larger vehicle (such as increased ferry charges). If it is not possible to provide you with a suitable replacement vehicle we will refund your hire in full. We regret that we cannot accept responsibility or pay any compensation or expenses where we have not been able to provide a suitable alternative for reasons out with our control.
5.HIRE PERIOD
Our hire vehicles have their own individual collection and return times. We run a very tight schedule and vehicles must be collected and returned at the time specified upon booking, unless prior agreement has been obtained to change the collection/return time.
Please respect our return times so that we have enough time to clean and prepare the van for the next customers as we would have done for you. Please remember that it may take time to fuel the vehicle before your return and empty the vehicle of your possessions. We allow a grace period of 30 minutes before you will be liable for late return charges. You will be charged £50 if you are over 30 to 60 minutes late. More than 2 hours late will result in you being charged a full days hire rate.
If you are in any doubt as to whether you will make the return time, please contact us as soon as possible to notify us of possible delays.
6.COLLECTIONS
All of our campervans are dispatched from a mutually agreeable location within 30 minutes drive of Inverness. Here you will receive an in depth handover of the vehicle that can take up to 1 hour.
Your vehicle will be prepared and ready for collection in a clean condition with a full tank of fuel.
To accommodate these handovers, please make sure that you arrive at the time agreed and confirmed prior to your hire otherwise you may experience a delay. Late collections will not be entitled to any refund.
We have set pick up and drop off times, pick up from 4pm and return by 10am or if travelling with a dog 9am. Collection times and location will be agreed between Coocoo Campers and the hirer via email prior to the start of your hire period. If you think you might be late collecting the campervan, please contact us as soon as possible.
Parking can be arranged free of charge on the premises. Any vehicle left on the premises is left entirely at the owners’ risk and Coocoo Campers accepts no liability for any loss or damage to the vehicle or its contents.
When collecting the campervan, please allow 30 – 60 minutes to complete paperwork, allow us to show you around the campervan, transfer your belongings and take you for a short test ride if you would like.
While we will always seek to avoid doing so, we reserve the right to change the time of collection at any time up until 48 hours prior to the date of commencement of your Hire Period.
7.USE OF THE VEHICLE
During your hire period you MUST;
Take good care of the campervan. Keeping it in good, neat and tidy condition.
Drive safely and responsibly at all times making sure you have control of the campervan.
During your hire period you are responsible for checking tyre pressure, oil and water levels at least once a week. You must contact us immediately if any warning lights come on during your hire period.
You must only fill the campervan with DIESEL fuel.
No one other than the named drivers on the rental agreement are allowed to drive the vehicle.
It is illegal to smoke inside a hire vehicle and any evidence of this will be subject to deep cleaning /damage charges.
As you are hiring a designated pet friendly vehicle please refer to our pet policy.
Do not drive or permit any named driver to drive unfit through drink or drugs or with alcohol in their system above the legal limit. Remember it is a zero tolerance in Scotland.
Do not leave the vehicle unlocked when unattended or fail to secure the keys.
Do not take the vehicle off road. Stick to paved public highways, private roads and driveways unless driving onto an official campsite where we ask you to take due care and attention of the ground conditions.
Do not drive in a reckless or careless manner.
Do not carry more passengers than seat belts allow.
Do not carry passengers or goods for hire or reward.
You acknowledge that Coocoo Campers retains the title of the vehicle at all times. You will not attempt, agree, offer or purport to sell, assign, sub-let, lend, let on hire, part with or attempt to part with the possession of the vehicle.
You are entirely responsible for any speeding, parking, congestion or other road fines, charges or penalties incurred during your hire period.
Clean all dishes and return the van in the same condition you hired it.
Dispose of any toilet chemical waste responsibly in dedicated waste disposal points.
During your hire period you must NOT;
Operate, drive or use the campervan which might violate the terms of your contract with us.
Overload the campervan beyond its stated maximum loading capacity.
Partake in any form of motor racing of any kind.
Tow anything with the campervan.
Commit any breach of any UK law, whether related to road traffic or not whist in the campervan.
To allow us to give our campervan its character we have designed the interior ourselves. It has been built to a very high standard, but in the unlikely event that you injure yourself on any part of the interior build, we will not be held responsible. By accepting these terms and condition you accept liability.
8.RETURNING YOUR VEHICLE
All vehicles are to be returned on time, in a clean presentable condition with a full tank of fuel and an empty toilet cassette.
Return times and locations will be agreed between Coocoo Campers and the hirer prior to the start of your hire period. Return time is 10am or if you have a dog travelling with you 9am. If you
think you might be late returning the campervan, please contact us as soon as possible.
Late fees are £50 if the campervan is returned 30mins - 60mins late. A full day’s hire will be charged if returned more than one hour late.
Coocoo Campers reserves the right to charge for the following:
If the fuel tank is not returned full, Coocoo Campers will charge a £25 service charge plus the following; fuel tank empty (£160); 25% full (£120); 50% full (£80); 75% full (£40)
£50 minimum cleaning charged if the campervan is returned in an unacceptable state. This includes dirty dishes, excessive dirt inside the van. This will be entirely at Coocoo Campers discretion. We will always be fair, and do not expect immaculate cleanliness, but extra cleaning, damage or replacement items required will be charged for.
You will be charged £75 if you return your vehicle and your toilet cassette is not completely empty and clean.
9.SECURITY DEPOSIT
Our damage excess is £1000 per damage incident.
We will hold the security deposit of £1000 at the beginning of the hire to cover the damage excess and it will be released at the end of the hire.
When the vehicle is returned on time, undamaged, with a clean interior and with a full fuel tank and empty toilet cassette, no charge will be made.
By agreeing to these terms and conditions you authorise Coocoo Campers to deduct from the security deposit any amount payable, as a result of damage, breakages, or any other negligent act.
We reserve the right to deduct monies from your deposit for the following reasons:-Exterior damage to the bodywork of the vehicle, including tyres, punctures, cuts and bursts, damage to windows, windscreens and wing mirrors.
Damage to vehicle equipment and bike racks.
Interior damage to the vehicle including burns, spillages, marking, damage to living or cooking equipment, damage or loss to in-car entertainment equipment.
Damage to any payable extras you have hired.
Any costs resulting from improper use or wilful misconduct of the vehicle.
The cost of repairing or recovering a vehicle that became bogged.
The cost of any fines or penalties resulting from an offence against the road traffic act, i.e, parking, congestion charges, bridge fees and/or fines.
The cost of replacing keys which have been lost or stolen.
Incorrect or illegal use of fuel or water contamination of fuel.
Smoking in the vehicle will incur an additional cleaning charge plus a charge may be made if the vehicle still smells of smoke for subsequent hires. This charge will be £300 minimum.
You will be charged for the daily hire rate that the vehicle is unusable or undergoing repairs.
If damage occurs and we are unable to obtain repair quotes or a repair is not able to be completed immediately, we will hold onto your deposit until the works have been carried out and any refund due will only be payable after the repair. Please note this can be at the end of the season.
If we are required to pay for any of the above points, we reserve the right to request payment of these from you. You authorise Coocoo Campers to deduct these from your security deposit. If we receive a request for payment for one of the above points and we have already refunded your security deposit, we reserve the right to recover these costs from you by request. This will incur a £30 administration fee.
If you breach these terms and conditions which results in loss or damage to Coocoo Campers or the vehicle exceeding the £1000 security deposit Coocoo Campers will retain the full deposit and seek the additional outstanding balance from you.
Your deposit will be refunded in full within 7 days providing there are no claims, fees or damage as listed above.
10.ACCIDENTS OR DAMAGES
In the case of an accident, please ensure that you follow procedure:-
Obtain the names and addresses of third parties, witnesses, insurance details and registration numbers.
Report accident to the police and any emergency services required if there is any injury or damage to property, people or animals.
Do not accept blame or insist that the other party is at fault.
Take photographs of scene and damage.
Phone us as soon as possible on the phone number provided if there is any damage to the Campervan.
Complete accident report form in the vehicle and note everything down.
Under no circumstances should you attempt to start or drive a vehicle that has been involved in an accident without permission from us.
Do not abandon the campervan.
You have authorised use of the security deposit to cover the cost of the damage caused.
Depending on availability and at our discretion, we will endeavour to provide a substitute vehicle, subject to location and length of hire remaining.
If you have an accident that cannot be repaired or made roadworthy within 24 hours, we will do our best to arrange an alternative solution at Coocoo Campers discretion. If we deem that you are responsible for the accident, you are responsible for any ancillary costs in excess of the deposit over £1000.
11.BREAKDOWNS
All hire vehicles have comprehensive roadside breakdown cover.
You will notify us immediately should any vehicle warning lights indicate a potential malfunction or if a breakdown has occurred.
When on hire you have our phone number and you can call for assistance should you need it.
If a repair cannot be completed within 24 hours and the breakdown was not a result of reckless, negligent or imprudent use of the vehicle, we will endeavour to provide a replacement vehicle if available or make alternative arrangements such as car hire. We will not be liable for any other costs.
A charge of £25 per hour will be charged for a staff member to travel to you should the keys get locked inside the van. This is to cover time and fuel costs.
If you choose to take a vehicle off the UK Mainland and onto an Island, you accept responsibility for any additional fees levied by breakdown recovery companies, should a breakdown occur - this applies even if the incident is outside your control.
If your campervan breaks down during your hire period, please contact Coocoo Campers first. This will allow us to assess the situation and see if we can help. Updated Insurance policy details are in the glove box in your campervan.
The campervan is fitted with a spare tyre however if you require it to be replaced, you can use the breakdown assistance. However, punctured tyres & windscreen repairs are not covered under the insurance policy and you will be required to pay for them in full.
f the campervan needs parts and/or labour, Coocoo Campers authorises you to spend up to £100. Please contact us in the first instance. If work required is over £100 you must gain authorisation from Coocoo Campers before work commences. You must retain a receipt for all work completed. Coocoo Campers reserves the right to refuse the reimbursement to you if a valid receipt is not produced.
12. Liability
We will not be liable for any death or personal injury sustained by you, any member of your party, or any third party except as arising directly as a result of our negligence.
In the unlikely event of breakdown or unavailability Coocoo Campers will, at entirely our discretion, try to arrange alternative options.
13. Data Protection
We value your custom and your privacy. We will not pass on any of your details to any third parties.