Stuart Smith

Technical Assistance & Logistics, Camplify

*GENERAL INFORMATION FOR HIRERS*

PLEASE REGISTER FIRST ON THE BLUE 'CAMPLIFY HELP REGISTER' BUTTON BELOW

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REPLACEMENT VEHICLES WHEN DAMAGE HAS OCCURRED TO THE VEHICLE

When damage has occurred to your Rental Vehicle, it must first be determined the liability for this damage before any remaining hire portion can be credited for booking a replacement van. In this instance you would need to book and pay for the replacement and if the liability is proved not to be down to the Hirer then that remaining portion of your booking would be refunded following that decision.

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ABOUT ME

Hi, my name is Stuart at Camplify and I am here to assist you with your Breakdown or Technical Issue with your Motorhome/Campervan from a Camplify perspective. I am New Zealand based.

My experience and wide NZ connections which should benefit you with your issue is at RVONROAD ABOUT US link below. This is my company and gives a good background on my company and personal experience.

I have many testimonials, as the below link, which show how I can assist you.

If you would like my further assistance after checking my experience above and then doing a two minute registration, then please continue you on reading for more information.

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PARTIES INVOLVED IN RESOLVING YOUR ISSUE

For your information there are FIVE parties involved working towards a solution for your issue, namely:

1. NZRA (the Roadside Assistance who are the first contact for the Hirer)

2. Camplify....we stand ready to assist with communication, logistics etc. as a back up to NZRA.

3. You....The Hirer

4. The Owner

5. The Service Workshop

I can assist with any technical assistance or logistics issue in repatriation of your vehicle, if necessary.

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LOGGING YOUR ISSUE WITH NZRA

You should already have logged your issue with NZRA (Roadside Assistance). If not, please call:

+64 (0) 3 668 1211

option 4.

We will need to wait for a professional workshop mechanic assessment generally to move forward.

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CAMPLIFY BREAKDOWN POLICY

Please note that as per the Camplify breakdown policy below you are able to claim up to 3 x nights of temporary accommodation with a contribution from Camplify of up to a maximum of $150 per night and up to 3 x days of temporary car hire or alternative transport to a maximum of $350 per Camplify Breakdown Policy plus any days you do not have the vehicle are refunded on your booking, pending repair. Receipts to be submitted to customersupport@camplify.co.nz for refund consideration. This contribution does not apply if the issue is caused by the Hirer under the Camplify Breakdown Policy section below.

What do the benefits cover?

The benefits cover towing of the RV as per the Breakdown Policy towing limits, accommodation UP TO $150 per night, and UP TO 3 days alternative transport (this can be hire car, bus, train, plane. It can also mean taxis or Ubers while repairs are being completed, MAX $350.)

What do the benefits not cover?

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.

How do benefits work for the hirer?

Hirers have access to 24hr roadside assistance by calling the Camplify no, and selecting the relevant IVR option for the country.
Once a service provider has attended, if the RV cannot be repaired on site, hirers are entitled to alternate accommodation and/or alternate transport to repatriate out of the breakdown area/tow location, or until RV is repaired and the hirer can continue.
Once it is known that the RV cannot be mobilised as confirmed by the service provider, Camplify will contact the hirer and owner via email and can assist in next steps.
Accommodation and alternate transport is booked and paid for by the hirer. The hirer then submits the receipts for reimbursement and Camplify will reimburse as per the breakdown policy.
Accommodation is UP TO $150 a night for 3 nights. Any additional nights or greater than $150 can be authorised by CS management on a case by case basis.
The roadside assistance benefits are focussed towards the hirer. In the event of a breakdown the safety and repatriation of the hirer is the first priority.

EXPECTATIONS ON REPLACEMENT VEHICLES:

Before Replacement Vehicles are considered we must have an official diagnosis from the Service Workshop.

It is appreciated you want to get moving again quickly, but we have to work through a process.

Replacement vans on Camplify may show as available, however the Owners will often have to prepare them before going out on hire, so this generally cannot happen within a few hours.

Location and availability of alternative vehicles come into play, so again patience is needed while options are worked through.

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FAQ INFORMATION

I have 20 + years of experience with RV Maintenance, Technical Assistance and Logistics and running my own company in this field look forward to helping you get a solution to your current issue.

We have a lot of helpful copyright information by visiting our FAQ page at the HIRER FAQ link below and completing the simple Form to access the very comprehensive copywritten IP information .

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ACCIDENTS

When there is an accident or accidental damage rendering the vehicle undriveable, then liability has to be first established BEFORE any replacement vehicles are considered on the Camplify Platform where the expectation is the remainder of your current booking is to be transferred to the new booking. This could take time and is handled through the Camplify Resolutions Department.

This is a time when your Travel Insurance may also assist you in moving forward.

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HELPFUL TIPS

We are continually updating information which we think maybe helpful to RV'ers out on the road at the below HELPFUL TIPS link

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GENERAL BEHAVIOUR WHEN RESOLVING ISSUES

It is important to note that PATIENCE is the key to getting a realistic solution and I am more than happy to work through with you to achieve a solution in a timely manner and I have the means, connections and experience to do so

In the event of unacceptable behaviour of any kind e.g. bad attitude, arrogance, swearing, not taking advice etc. then I will respectfully, at my discretion, decline to offer or assist further and finish a call promptly plus cease any further future communication.

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TELL US ABOUT YOUR ISSUE

If possible, it would be appreciated if you could just give an update of the current position of your issue at CAMPLIFY HELP REGISTER below

This will help us with co-ordinating a solution as promptly as possible.

Further information will also be available at the CAMPLIFY HELP WEBPAGE below.

All my personal contact details are at:

....you can LIVE CHAT or WHATSAPP me here by clicking the button on the bottom right of the page.

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HIRER RULES & BREAKDOWN POLICY

Please also note for information the Camplify Hirer Rules and Breakdown Policy at the following links…

CAMPLIFY HIRER RULES

CAMPLIFY BREAKDOWN POLICY

Please note that some items which are not covered by the Camplify Breakdown Policy may be claimable on your own personal travel insurance.

Should your vehicle not be able to be repaired in a reasonable time, there may be alternative options on the Camplify platform or if not then remaining days would be refunded so you can book elsewhere off the Platform.

Refunds however do not apply where the issue is caused by the Hirer.

Should you have any receipts you are requesting for refund, please submit for consideration to customersupport@camplify.co.nz.

Please note I cannot personally approve refunds and these have to considered by management.

If you are leaving your vehicle, for example due to a mechanical breakdown, please ensure you take photos of the inside and outside of the vehicle for your records otherwise you could be charged for damage you did not cause.

Camplify Photos can be uploaded below at

CAMPLIFY PHOTOS

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PLEASE PLACE FEEDBACK

If you have a couple of minutes to let us know 'how we did' when everything is completed from the Roadside Assistance perspective then please complete our form at:

CAMPLIFY HELP FEEDBACK

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WHAT I CANNOT HELP WITH...

Refunds

Outstanding Payments of any type

Accident/Insurance Claims

These should be directed to the relevant email below quoting the Booking ID# and Vehicle Reg. #

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