How do I raise a complaint?

How do I raise a complaint?

Here at Camplify we work very hard with owners and hirers so that everyone can have the very best hiring experience. Sometimes things go wrong and we understand the disappointment and frustration that comes with this. 

Camplify acts as a booking agent and intermediary, and as such, in the event of an issue, we need to be given the opportunity to address problems as soon as they arise. This means that you should get in touch with Camplify during the holiday, rather than asking us to deal with a complaint at the end of the holiday. You must inform Camplify and the owner as soon as the fault becomes apparent, document it and provide proof of the fault. Camplify cannot provide a refund for a complaint brought to our attention once the hirer has ended.

Owners are responsible for the condition, full functioning and maintenance of their vans as well as making sure that their Camplify ad is truthful and truly representative of the service/product provided.

If an essential amenity or accessory advertised on the listing can no longer be provided, owners are responsible for providing a suitable alternative and informing you as quickly as possible. Depending on the amenity in question, you may be given the the opportunity to choose whether you wish to go ahead with the booking.

If an amenity or accessory advertised on the Camplify listing, and deemed essential for the booking to go ahead, is broken, not functioning properly or missing, you may be eligible for a refund on the hire up to a maximum of 10% or one day's hire. Alternatively, you can cancel the Hire Agreement without penalty if the impact is severe enough.

Find out more about our dispute process here.