What do I need to do to before each handover? How can I avoid requests for a refund?

Interior: Clean all surfaces, seats, tables, and storage areas. Vacuum the floors and upholstery (taking care to get rid of any dog hair if you permit dogs). Ensure that the kitchen area, including amenities is spotless (this includes getting rid of any built up mould!). Clean the windows and mirrors for clear visibility.
Exterior: Wash the exterior of the van to make a good first impression.

Basic Supplies: Ensure that essential items like toilet paper, cleaning supplies, and basic kitchen utensils are stocked, particularly anything specified on your listing.
Consumables: Refill the adblue, gas bottle if applicable and check that the water tank is filled.

Visual Check: Perform a thorough inspection of the van for any existing damage or wear and tear. Document any issues with photos and note them in a checklist.
Mechanical Check: Verify that the engine, brakes, and other critical components are in good working order. Address any maintenance issues before the handover and make the hirer aware as soon as the issue is known to you. Do not wait until the hirer has arrived to inform them of any change to the van's appearance or condition.

Appliances and Systems: Test all appliances (e.g., fridge, stove, heater) and systems (e.g., electrical, water).
Safety Equipment: Check that safety equipment such as a fire extinguisher and smoke alarm, is in place and functional.

Manual: Check the manual is in its usual place. Send the hirer a video demonstrating the van's amenities.
Instructions: It's important to explain to your hirers (both in person and in the manual / video) how the van's various amenities and systems work, particularly how the battery system operates, including how to monitor charge levels and recharge when needed. Clear instructions will help prevent unexpected power issues during their trip.

Walkthrough: Conduct a detailed walkthrough with the hirer, explaining how to operate the van and its features. Get confirmation in writing that they understand everything you have explained to them.

Interior/Exterior Cleanliness: A van that is not thoroughly cleaned or is in a poor condition can lead to complaints and refund requests. Ensure both the interior and exterior are spotless before handover and that the van being handed over is representative of the one on your listing.

Basic and Consumables: Failure to provide necessary supplies or ensure that consumables are adequately stocked can result in dissatisfaction and potential refunds, particularly where adblue, a gas bottle and the water tank are not filled up as stated on your listing.

Pre-existing Damage: Any pre-existing damage not documented or communicated can lead to disputes. Always document and inform the hirer of any existing issues as soon as they are know to you.

Appliances and Equipment: Any appliances or systems that do not work as expected can result in claims for compensation. Ensure everything is operational and explained in full (in person and in a manual / video) during the handover. Problems with the battery system is one of the most common complaints we receive. Hirers should understand how the battery works including how to monitor charge levels and recharge when needed.

Instructions and Guides: Lack of clear instructions or necessary documentation can confuse the hirer and lead to complaints. Provide comprehensive guides and support and gain acceptance on their understanding.

Safety Equipment: Missing or non-functional safety equipment can pose a serious risk and lead to significant complaints and potential refunds.