RENTAL TERMS AND CONDITIONS
Your Agreement with Us
(a) Reference to ‘You’ or ‘Your’ refers to the ‘Renter’, which is the person named on the Rental Agreement Summary. Reference to ‘Us’, ‘We’ or ‘Our’ refers to the ‘Owner’, which is Smiles4Miles Campers, of Bellwood Barn, Station Road, Queensbury, BD13 1HR. These Rental Terms and Conditions and the Rental Agreement Summary together constitute the ‘Agreement’.
(b) The Agreement is entered into between us and you. No other party will be subject to the Agreement, even if they have paid for all or some of the rental bill.
(c) If we agree to any changes to the Agreement, please ensure you receive this from us in writing, for the avoidance of any doubt in the future.
(d) Reference to ‘Vehicle’ refers to the vehicle indicated on the Agreement, or any vehicle supplied by us and accepted by you as a replacement and confirmed by us and you in writing.
Rental Period
(a) You are entitled to use the vehicle for the rental period indicated on the Agreement. If you wish to extend the rental period, we may charge a different rate and require an additional security deposit. We will make you aware of these costs before you agree to any extension of the rental period.
(b) We will make every effort to have your vehicle ready for collection at the agreed time, however, during busy periods there may be some delays which are out of our control. Should this be the case, no refunds will be due to you and no extension of your hire can be made.
(c) You may terminate the Agreement early and return the vehicle before the end of the rental period. However, in line with our cancellation policy outlined in section 7(b), you will not be entitled to any refund of the unused portion of the rental period.
(d) We may terminate the Agreement early and with immediate effect if you commit a material breach of these Terms and Conditions. A violation of your obligations under sections 3 and 4 is a material breach and you will not be entitled to any refund of the unused portion of the rental period, as well as being subject to any charges due under section 5.
(e) Unauthorised late return of the vehicle will incur additional charges as indicated on the Agreement and outlined in section 5(a)(ii).
Eligibility and Use of the Vehicle (a) We reserve the right to refuse any rental based on reasonable grounds and may refuse any rental at our discretion without providing an explanation.
(b) Fully comprehensive insurance is provided by us through our insurers for the driver(s) named on the Agreement. No other hire insurance is acceptable for the rental of our vehicles. It is your responsibility to meet the conditions of our insurers.
(c) We must have sight of your photocard driving licence before handover of the vehicle.
(i) For drivers aged 25-70, you must have held a full driving licence for at least one year.
(ii) For drivers aged 21-24, you must have held a full driving licence for at least two years.
(d) You additionally must meet our identity check requirements, as well as provide information about your occupation, driving convictions, endorsements, and accident claims records in order to avail of our insurance. Your failure to provide the requested documents or to meet the eligibility criteria for hire will result in the cancellation of your booking subject to the usual cancellation terms in section 7(b). Unless stated in writing by us you must be able to provide:
(i) A second proof of identity such as a signed credit, debit or charge card in your name which matches the signature on the Agreement, a passport, or another officially recognised ID.
(ii) Two clearly readable utility bills or bank statement showing your current address, dated within 90 days of the start of the rental period, which matches the address on your driving licence.
(iii) For UK driving licences, A DVLA check code dated within 30 days of the start of the rental period. For foreign driving licences, you must provide an extra proof of address and a passport.
(e) It is a condition of our insurance that you disclose all relevant information to us about your driving experience including any endorsements or convictions on your driving licence as well as any insurance claims and accidents that you have been involved in, in any country. Failure to do so or giving false information will lead to invalidating your cover under this Agreement. Unless otherwise stated by us in writing, you must have:
(i) No endorsement commencing UT
(ii) No more than one period of disqualification
(iii) No endorsement CD10/IN10/LC20 or any conviction resulting in a period of disqualification of six months or less within the last 3 years
(iv) No endorsement commencing AC10/AC20/ALL BA/ALL DD/ALL DG/ALL DR/CD40/CD50/CD60/CD70/MS90 or any conviction resulting in a disqualification of more than six months within the last 5 years
(v) No more than 8 points from any number of endorsements (other than those listed above) with no period of disqualification
(f) It is a condition of our insurance that your occupation does not fall into any of the following categories: entertainers and musicians; professional sportspersons, persons connected with gambling, including on-course bookmakers; persons connected with racing; off-course bookmakers; general dealers, market traders, street traders; scrap metal merchants; modelling. Failure to disclose these occupations will lead to invalidating your cover under this Agreement.
(g) You must be in “Good Health” which means that you have no mental or physical disabilities which would interfere with your ability to drive. You must also not be taking any drugs, prescribed or otherwise, which would affect your ability to drive.
(h) If we have authorised you to take the vehicle abroad it is your responsibility to check that it meets the requirements of the country you are travelling to and to ensure at your own cost that these are met.
(i) Only the drivers named on the Agreement may drive the vehicle subject to the same requirements as sections 3(c) through to 3(g) above.
(j) You must not use the vehicle:
(i) if you are not named on the Agreement.
(ii) for hire or reward.
(iii) for any illegal activity or to cause deliberate loss, damage or injury to people or property.
(iv) for driving off-road or on unsealed and non-public roads, for racing, competitions, rallies, trials, track days or any purpose in connection with the motor trade.
(v) whilst immersed in water or in contact with salt water.
(vi) to travel to any country outside of the United Kingdom without our prior written permission.
(vii) to carry a load which results in the Gross Vehicle Weight being exceeded or to carry any unsafe, hazardous, toxic, or insecure load or substance.
(viii) to transport more passengers than seat belts.
(ix) to tow any other vehicle or trailer.
(x) in any part of an airfield or airport designed for aircraft to take off and land, nor in any associated service roads, fuel supply areas, aprons, hangars, or maintenance zones.
(xi) in a careless or reckless manner – examples include but are not limited to burning out the clutch, speeding, driving under the influence of alcohol and drugs, being in contravention of any legislation or regulation controlling vehicular traffic, causing damage to the roof by failure to assess the height of the vehicle and striking overhead or overhanging objects, and causing damage to the underside of the vehicle.
Your Main Obligations
(a) At the vehicle handover:
(i) We will hand over the vehicle to you in a roadworthy condition in accordance with the relevant safety regulations of the United Kingdom. Any existing damages to the vehicle and its equipment will be documented on the Pre-Departure Condition Email you will receive from us before the agreement starts, and it is your responsibility to check this immediately upon handover of the vehicle. This email and the contents of any attachments or links therein will serve as the only evidence of the vehicle condition at the start of the Agreement.
(ii) You agree that before you drive the vehicle away from the pick-up location it is your responsibility to (a) check the current condition of the vehicle and its equipment; (b) make sure that any damages or discrepancies are documented by the contents of the Pre-Departure Condition Email and (c) that you are satisfied that this is an accurate reflection of the current condition of the vehicle and its equipment.
(iii) It is your responsibility to notify us before you drive the vehicle away from the pick-up location if you do not receive the email, and in such event to make sure that you receive an alternative paper-based pre-departure condition document from us.
(b) You are required to:
(i) familiarise yourself with the vehicle handbook or any videos we may supply which show you how to operate the various parts of the vehicle and its equipment safely, and to ensure that you and any passengers use the vehicle and its equipment with due care and attention.
(ii) return the vehicle with original keys and any equipment listed on the Agreement to us at the agreed location and time in the same condition as at the start of the rental period in accordance with sections 5(a) and 5(b).
(iii) return the vehicle with the same level of fuel as at the handover unless agreed in advance by us in writing.
(iv) use the correct type of fuel in the vehicle in the correct tank.
(v) keep the vehicle locked and secure when it is unattended.
(vi) check oil, AdBlue, water levels and tyre pressure at regular intervals during the Rental Period.
(vii) make us aware of any warning lights, faults or malfunctions of the vehicle as soon as possible after they occur and stop using the vehicle before awaiting further instructions from us.
(viii) not allow anyone to carry out work on the vehicle without our prior consent. If we grant our permission, you must keep appropriate receipts to claim a refund from us.
(ix) check that you haven’t left any personal belongings behind in the vehicle.
(x) pay any fines, fees, charges, penalties or other costs incurred during or after the Rental Period such as speeding tickets, bus lane violations, parking fines, tolls, congestion charges or any other traffic offence in any country.
(c) In the case of an accident or if the vehicle is lost or stolen you are required to:
(i) Report this to us as soon as possible and no later than 12hrs after the incident and in the case of theft or loss to also report it to the police.
(ii) Take insurance details of any third parties involved, names and addresses of all witnesses, and provide these to us.
(iii) To the extent permitted by law, avoid admitting responsibility
(iv) Co-operate with us and our insurers with any further requests for information and forward any documents pertaining to the incident to us
(d) After you return the vehicle to the agreed drop-off location, you will remain responsible for the vehicle and its equipment and any damages or losses until we have fully valeted and inspected the vehicle against the contents of the Pre-Departure Condition Email. If you return the vehicle outside of business hours this inspection will not occur until the next business day.
(e) You will remain liable to pay for any charges and associated administration costs due under traffic violations outlined in sections 4(b)(x) and 5(a)(iv) including after the Rental Period has ended. A prior refund of your security deposit does not absolve you of this responsibility.
Rental Costs and other Charges
(a) After your hire ends you agree to pay the following charges if applicable, unless expressly waived by us in writing:
(i) Any excess mileage over the included amount at the rate indicated on the Agreement
(ii) Any late fees levied as a result of unauthorised late return of the vehicle as indicated on the Agreement. For the avoidance of doubt, the vehicle must have been unpacked by you and the keys handed back to us by the time indicated on the agreement in order not to incur late fees. Late fees are calculated per part hour.
(iii) Refuelling charges of £30 plus the cost of the fuel at our local filling station.
(iv) Administrative fees of up to £30 per traffic violation as outlined in 4(a)(x) in addition to the cost of the violations themselves.
(v) A valeting fee of £100 for heavy soiling of the vehicle that does not result in permanent damage, including failing to return the vehicle completely free of mud, rubbish and pet hair.
(vi) A charge of £200 for not returning the vehicle with the toilet cassette and grey water tank completely empty and clean.
(vii) A charge of £500 for any evidence of smoking in or within 3m of the vehicle.
(viii) All reasonable costs of recovering the vehicle from a location not authorised on the Agreement or for costs incurred in providing assistance to you not covered by breakdown services, such as dispatching spare keys to you in the event that you lose them.
(b) You also agree to pay a maximum charge per incident for theft, loss or damage to the vehicle or its equipment, howsoever caused unless by your breach of sections 3(c) to 3(h) of these Terms and Conditions, up to and including the value of the excess indicated on your Agreement. This is to cover any reasonable costs incurred by us in relation to such incident, or the diminishment in value of the vehicle or its equipment, including any administration fees and vehicle replacement costs.
(i) We have the sole right and responsibility to repair the vehicle, and the decision as to whether to repair the vehicle, who should repair it and the timing of such repair (and whether multiple incidents of damage caused by different renters will be repaired at the same time), is at our sole discretion.
(ii) The calculation of costs incurred by us and the calculation of any diminishment in value can include both the amounts billed to us and those provided as a bona fide estimate, either by a third party or our own service department.
(iii) Our invoice in relation to the charge in this section together with any breakdown of charges therein will serve as the only evidence of costs incurred.
(c) In the case of a breach of sections 3(c) to 3(j) of these Terms and Conditions you will be liable for all reasonable costs, including but not limited to the full retail value of the vehicle prior to the incident, as well as any recovery costs, impound and towing fees, and demurrage costs calculated at the same daily rate as on your Agreement for the period the vehicle is unavailable due to repairs.
(d) We cannot be bound by any monetary estimate for damage or loss provided to you at any time by any employee or representative unless it is confirmed in writing by our management.
(e) You agree to pay a security deposit in advance of your hire as indicated in the Agreement, or for us to place a hold on your credit card, and which you authorise us to use towards any excesses due to us by you or claims we have against you in accordance with these Terms and Conditions. We will not pay any interest on the security deposit, and we reserve the right to hold your security deposit until the value of our claim against you has been established as outlined in section 5(b).
(i) To the extent that there is a refund due of your security deposit, we will pay this to you within 7 days of receiving settlement for any damages or losses, including from third parties, or within 7 days of ascertaining the value of our claim against you.
(ii) If we have no claim against you, we will refund your security deposit within 7 days of the end of the hire.
(f) If the charges due to us under these Terms and Conditions exceed the amount of the security deposit we hold under your Agreement, you agree to pay us any outstanding amount on demand.
Protection Products
(a) Damage Waiver: Where a Damage Waiver is included on the Agreement, we will not hold you liable for an incident of damage, loss or theft of the vehicle or its equipment, including any towing, storage and impound fees reasonably incurred by us as a result of said incident, except that you will still have to pay an amount up to the excess indicated on the Potential Additional Charges section of the Agreement for each separate incident, as outlined under section 5(b).
(b) Excess Reduction: Where Excess Reduction is included on the Agreement, we will reduce your responsibility for any loss caused by damage, theft or loss of the vehicle or its equipment. If there is no excess reduction taken or none is available, the standard excess in force is indicated under Potential Additional Charges on the Agreement.
(c) Roadside Assistance: Where Roadside Assistance is included on the Agreement, we will waive your responsibility for all recovery and call-out charges imposed by our chosen roadside assistance providers as a result of any fault occurring to the vehicle, unless you run out of fuel.
(d) Tyre and Glass Cover: Where Tyre and Glass cover is included on the Agreement, we will waive responsibility for tyre repair or tyre replacement costs including rims, glass repair and glass replacement costs, except when part of a larger repair to the vehicle, for up to 2 tyres, 2 mirrors and 1 windscreen.
(e) You agree that the cover afforded by any protection product (Damage Waiver, Excess Reduction, Roadside Assistance or Tyre and Glass Cover) does not exempt you from liability for damages or losses caused by any breach of sections 3 and 4 of this Agreement or if you have failed to take all reasonable measures to look after and secure the vehicle, equipment and keys.
(f) Third Party Liability: Provided you and any Authorised Driver(s) are in compliance with the Agreement, the use of the vehicle by you and any Authorised Driver(s) will be covered, subject to all terms, conditions, limitations, exceptions and exclusions, under our comprehensive motor fleet insurance policy against claims from a third party alleging injury, death or damage to property, as required by the Road Traffic Act 1988 (as amended by the Road Traffic Act 1991), Road Traffic (Northern Ireland) Order 1981 or any other legislation currently in force in any jurisdiction in which you operate the vehicle with our permission. You may request a copy of our insurance policy. The policy gives the insurer the sole right to settle any claim as they may decide is necessary. You agree to fully cooperate and assist us and our insurers in the investigation of any third-party claim. If we or our insurers are required to make any payment to a third party as a result of the use of the vehicle involving a breach by you or any Authorised Driver of any of the terms and conditions of the Agreement or of our motor fleet insurance policy, you will have to pay on demand all sums paid by our insurers in relation to the claim. This is in addition to any damages or other equitable relief which we may legally claim as a result of the breach. If you provide false information in relation to any third-party claim, or if we or our insurers suspect fraud, we may notify fraud prevention agencies and databases, and you may be prosecuted.
(g) Travel Insurance: You are strongly advised to take out your own personal effects and travel insurance to cover items and events that are outside of the remit of our motor vehicle insurance. We are not responsible for your failure to seek adequate cover.
Cancellation and Amendments
(a) We reserve the right to cancel your booking at any time due to any operational reasons affecting our rental fleet. In such an event our liability to you is limited to the refunds of all monies paid by you to us. No compensation is available for additional arrangements booked by you, such as accommodation, concert tickets, etc. We reserve the right to amend our cancellation policy for certain events.
(b) In the event that you cancel your booking the following charges will be incurred:
(i) If cancelled more than 41 nights prior to pick up: 25% of total hire cost
(ii) If cancelled 41 nights or less prior to pick up, or no-show: 100% of the total hire cost
(c) Amendments to your booking will be accommodated where possible and are subject to availability and any increase in price, as well as an administration fee of £20 for vehicle-only rentals and £50 for rentals including accommodation. Any decrease in price will be treated as a partial cancellation of services under 7(b).
(d) Whilst we make every effort to provide you your first choice of vehicle within your booked category, due to operational reasons we reserve the right to offer you a suitable alternative or replacement vehicle at any point during your rental period. The substitution of an alternative vehicle due to unforeseen circumstances is not a breach of contract and does not result in a refund.
(i) You have the right to refuse our proposed alternative if we offer a replacement vehicle which is significantly different from the one you booked. In such an event your booking will be treated as cancelled by us in accordance with 7(a).
(ii) You do not have the right to subsequently cancel the Agreement with a refund if you previously accepted an alternative vehicle, or if we offer you a vehicle which is not significantly different to the one you booked.
(iii) Alternatives which are not classed as significant include but are not limited to alterations in colour, model, engine size, body shape, layout, bed style, storage areas, alloys, tyres and the provision of awnings and bike racks.
(iv) If you accept an alternative vehicle, you will not be liable for any upward difference in hire cost. You are liable for any increase in the associated running costs of the accepted alternative vehicle.
Disruption to Services
(a) Onboard systems are checked and fully inspected by us before your Rental Period commences and we provide instructions as to the proper operation of each component. In the event that a system fails we will provide remote assistance during office hours and try to help you resolve any issues. We cannot be held responsible should any loss of function occur and are not liable to refund any monies nor provide an alternative vehicle.
(b) It is your responsibility to ensure that any leisure batteries are charged, and to monitor and manage your usage of the electrical and gas systems. We are not responsible for any loss of function which is the result of running out of gas or failing to ensure that leisure battery charge does not drop below 50%.
(c) Should your holiday be disrupted by a mechanical breakdown that cannot be resolved by roadside assistance, or an onboard system malfunction which cannot be resolved by us and is not caused through accident or damage caused by you, we will provide you with one of the following options depending on the category of the disruption. You can only claim under one category per day.
(d) Category A: Either of the following options:
(i) A maximum capped £25 voucher per day for any number of the following: mechanical breakdowns, full loss of habitation heating in low and mid-season, no function of the motorhome fridge in high season, failure of all motorhome hobs at once, unusable bed systems (without alternative) and loss of function of the shower.
(ii) A partial refund for the unused portion of your rental period and any associated services that form part of your Agreement, calculated pro rata on the period after the vehicle is returned to the agreed drop off location. We cannot be held liable for any additional arrangements booked by you, such as accommodation, concert tickets, etc.
(iii) Your acceptance of a voucher waives your right to a partial refund and vice-versa.
(e) Category B: A maximum capped £10 voucher per day for any number of the following: full loss of habitation heating in high season, no function of the motorhome fridge in low and mid-season, failure of all campervan hobs at once, unusable bed systems (with alternative), and the loss of function of motorhome taps, campervan fridge, toilet, awning, bike rack, pop-top roof and cab air conditioning.
(f) Category C: The following is a non-exhaustive list of defects and repairs which are considered minor and are excluded from this cover – infotainment systems, reversing camera, campervan taps, cupboards, doors, windows, blinds, single hobs, cruise control, vehicle cleanliness etc are considered minor and are excluded from this cover.
(g) Refunds or vouchers will only become due if:
(i) after an assessment by us at the depot, the cause of the issue is verified as a breakdown or malfunction not caused by you.
(ii) you contact us about any issue at the time that it occurs, and you cooperate with our attempts to rectify it.
(h) Vouchers will only be awarded from the day you first contact us about the issue until the issue is rectified, or the end of your Rental Period, whichever comes soonest. Vouchers cannot be applied retrospectively. If you fail to notify us or cooperate, you acknowledge that the issue is either resolved or of such a minor nature to you that it has a negligible impact on your holiday.
(i) Vouchers can only be used against vehicle rentals with us and have no value against any other product we may sell from time to time.
(j) Any vouchers awarded will expire 12 months after the end of your Rental Period, for travel up to 12 months after. This gives you a maximum window of 24 months after your Rental Period ends within which to book and enjoy your vouchers.
(k) Vouchers are not transferable and have no cash value.
Liability and Indemnity
(a) You will pay us on demand in accordance with applicable law our costs incurred when collecting payments due from you, including legal fees and court costs.
(b) Your liability for damage, loss or theft of the vehicle or its equipment may be reduced by protection products (as available) (see section 6).
(c) We are responsible for foreseeable loss and damage to the vehicle caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failure to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if it is indicated on the Pre-Departure Condition Email.
(d) We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services.
(e) We are not liable for business losses. We only supply the services for domestic and private use. If you use the services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
(f) You are responsible for all charges, even if you have asked someone else to be responsible for them or we have billed or collected them from a third party. You agree that we, having notified you, will compute and debit the final charges from your security deposit (or your credit and/or debit card presented at the time of rental).
(g) To the extent permissible by law, and upon our request, you shall indemnify, and hold us and our employees, agents, and representatives (the “Indemnified Party”) harmless from all losses, liabilities, damages, injuries, claims and demands (to include reasonable costs and expenses arising therefrom) culpably caused by you in connection with the Agreement and asserted by third parties against the Indemnified Party, unless the losses, liabilities, damages, injuries, claims and/or demands are covered by the protection product(s) selected by you and purchased from us.
(h) Use of our car park facilities is entirely at your own risk. We do not accept any responsibility for any damage or loss caused to your personal vehicle, belongings or keys.
Miscellaneous
(a) If at any time any part of the Agreement is held to be or becomes void or otherwise unenforceable for any reason under any applicable law, the same is deemed omitted from the Agreement and the validity and/or enforceability of the remaining provisions of the Agreement is not in any way to be affected or impaired as a result of that omission.
(b) A full copy of our complaints procedure is available upon request.
(c) We shall send any written notices provided under this Agreement to the address you provided on the Agreement. You shall send any written notices provided under this Agreement to the address specified in section 1.
(d) Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything that is required to do under these terms, or if we delay in taking steps against you in respect of you breaking this contract, that will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not contact you, but we continue to provide the services, we can still require you to make the payment at a later date.
(e) You warrant that all information supplied to us in connection with this agreement is true and complete. In particular, on collection of the van you warrant that information supplied with the original booking has not materially changed
(f) The Agreement is governed by the laws of the United Kingdom. Any legal proceedings shall be brought in the English courts.
ORDER TERMS AND CONDITIONS
Contracting Parties
(a) These Terms and Conditions establish the contract for ordering products and services (the ‘order’) from Smiles4Miles Campers (the ‘order contract’). ‘You’ or ‘Your’ refers to the customer placing the order. ‘Us’, ‘We’, or ‘Our’ refers to Smiles4Miles Campers Ltd, located at Bellwood Barn, Station Road, Queensbury, BD13 1HR.
Order and Payment
(a) By making a payment, you agree to these order terms. Payments can be made via card on our website www.smiles4milescampers.co.uk, by telephone, or by bank transfer.
(b) All orders are subject to acceptance and availability. If an order is unavailable or not accepted, you will be notified by email and the order will be canceled. In such cases, our liability is limited to refunding all monies paid by you. We reserve the right to refuse any order before acceptance without explanation.
(c) You are responsible for ensuring the accuracy of details provided during the order process. We will not accept an order unless all requested details are entered correctly and any additional information requested by us is supplied.
(d) Order details, including any non-refundable deposit and payment deadlines, are outlined in the email confirmation sent to the address provided during the order.
(e) Vouchers or discount codes must be redeemed when placing the order. Only one discount may be applied per booking.
(f) Late payments incur a weekly charge of 1.5% of the total order value. We reserve the right to cancel your order if outstanding payments are not made on demand.
(g) Accidental payments will be refunded minus any incurred card fees.
Cancellation and Amendments
(a) For vehicle rentals, cancellation charges are:
(i) More than 41 nights prior to pick up: 25% of total hire cost.
(ii) 41 nights or less prior to pick up, or no-show: 100% of total hire cost.
(iii) Booking amendments are subject to availability, price increases, and a £20 administration fee.
(b) For vehicle rentals with accommodation, cancellation charges are:
(i) More than 41 nights prior to pick up: 25% of total holiday cost.
(ii) 41 nights or less prior to pick up, or no-show: 100% of total holiday cost.
(iii) Booking amendments are subject to availability, price increases, and a £50 administration fee.
(c) For other products or services, you agree to the specified cancellation and amendment terms provided at the time of offer.
(d) We reserve the right to cancel an order for good cause, including Force Majeure events, breach of contract by you, harassment or abuse towards our staff, or fraudulent activity. Force Majeure includes storms, weather conditions, earthquakes, floods, acts of God, war, armed conflicts, transportation strikes, or other uncontrollable events affecting our operations. Our liability in such events is limited to refunding all monies paid by you.
Rental Contracts
(a) For all types of vehicle rental, the order contract is to ensure that the selected vehicle class is available to you for rental at the time and location specified in your order. The rental contract between us and you for the use of the vehicle during the rental period will be exclusively entered into at the time you pick up the vehicle at the relevant pick-up point and will be subject to our Rental Terms and Conditions.
(b) It is your responsibility to familiarise yourself with the eligibility and documentation requirements of sections 3(c) to 3(g) of the Rental Terms and Conditions. Failure to provide the requested documentation or to satisfy these conditions will result in the cancellation of your order as per the conditions in section 3 of this order contract.
(c) If you ordered a vehicle with a discount that is dependent on your status or membership of an organisation you must provide identification to evidence this when you pick up the vehicle. If you cannot provide this, any discount applied at checkout will be invalidated and you will have to pay the difference before your rental contract can begin.
(e) Payment of rental contracts
Limitation of Liability
(a) We and our respective officers, directors, employees and agents are not liable for any delay in providing or failure to fulfil an order if the delay or failure resulted from an event of Force Majeure, as defined above. Except in a case of Force Majeure, if we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms and Conditions or our failing to use reasonable care and skill, but we are not responsible for any loss of damage that is not foreseeable.
(b) Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation or for breach of any implied warranties that cannot be excluded by law.
(c) This order contract is governed by the laws of the United Kingdom. Any legal proceedings shall be brought in the English courts.
Agreement for Use of Camera Footage Recorded on Hire Camper Van
Purpose of Agreement
The purpose of this Agreement is to establish the terms and conditions under which Smiles4Miles Campers is permitted to use camera footage recorded by cameras installed on the hired camper van.
Consent to Record
The Hirer acknowledges and agrees that the camper van is equipped with cameras that may record video footage during the hire period. The cameras may be used for security, safety, and monitoring purposes.
Use of Footage
The Hirer consents to Smiles4Miles Campers using the recorded footage for the following purposes:
- Investigating incidents or accidents involving the camper van.
- Ensuring the safety and security of the vehicle and its occupants.
- Monitoring adherence to rental terms and conditions.
- Providing evidence in the event of disputes or claims.
Privacy
Smiles4Miles Campers agrees to handle all recorded footage in accordance with applicable privacy laws and regulations. The footage will not be used for any purposes other than those stated in this Agreement without the Hirer’s explicit consent, unless required by law.
Storage and Access
The recorded footage will be securely stored and will be accessible only to authorized personnel. Smiles4Miles Campers will retain the footage for a period of [specify duration] unless otherwise required by law or for ongoing investigations.
Disclosure to Third Parties
Smiles4Miles Campers may disclose the recorded footage to third parties, such as law enforcement agencies, insurance companies, or legal representatives, if necessary for the purposes outlined in this Agreement or as required by law.
Indemnification
The Hirer agrees to indemnify and hold harmless Smiles4Miles Campers from any claims, damages, liabilities, or expenses arising from the use of the recorded footage as permitted by this Agreement.
Termination
This Agreement will terminate upon the return of the camper van to Smiles4Miles Campers and the completion of any necessary review of the recorded footage related to the hire period.
Governing Law
This Agreement shall be governed by and construed in accordance with the laws of [Your State/Country].
Acknowledgment
The Hirer acknowledges that they have read and understood this Agreement and agree to its terms and conditions.
COMPLAINTS PROCESS
We value customer feedback and always welcome your opinion on our services. Any feedback or complaints we receive form part of a continuous programme of improvement, allowing us to provide the best possible level of service to our customers.
If you have a problem with your hire vehicle, you should contact us immediately so that we have the opportunity of remedying the problem with minimum impact to your enjoyment. If you only raise an issue on return of your hire, then we cannot assist you. In the event that we are unable to resolve your complaint whilst on hire, you must write to us at contact@smiles4milescampers.co.uk within 10 days of your hire ending date. We cannot assist with any complaints raised after this time.
When raising a complaint, please provide as much information as possible.
We will acknowledge your complaint within 5 days of it being made and a member of the Smiles4Miles Campers team will respond fully within 21 days of your complaint. In circumstances where the complaint is about a damage charge, it may not be possible to provide the exact damage charge until Smiles4Miles Campers has been given the quote from the third party (usually the manufacturer). The General Manager of Smiles4Miles Campers has full authority to handle all complaints if escalated to them. If you are unsatisfied with your response, then you can raise a complaint with the British Vehicle Rental and Leasing Association (BVRLA). This is an independent, government approved, Alternative Dispute Resolution (ADR) service which Smiles4Miles Campers is a member of.