FAQs

Rental

Payment

• + How do I book and pay my reservation?

  Organizing the perfect road trip has never been easier! Booking and payment are done online: start with a simulation on our website and choose your favourite campervan from those available on your dates and locations of interest. Once selected, customize your trip with extra services and introduce your personal information.

• + Which payment methods are allowed?

  The payment is made online on our website. We accept payments by debit or credit card VISA/MasterCard/AMEX, as well as PayPal, Sofort, Bancontact or iDEAL.

  Security deposit - The security deposit can only be held on a credit card (VISA, MasterCard or AMEX) and the cardholder must be present at check-in. The held amount depends on the selected Protection Plan and serves to cover any costs in the event of accident or other damages to the vehicle during the rental period. If you do not hold a credit card at check-in, the vehicle cannot be delivered.

  Cash is not an accepted payment method under any circumstances.

• + Are there any hidden costs?

  No. All the costs mentioned in your quote / confirmation are final. There are no surcharges or hidden fees unless you modify your reservation. In case of accident or damage, the confirmed security deposit will be the maximum amount charged.

  Please note that fuel and tolls are to be paid by the traveller.

Rates & Reservation

• + Is there a minimum rental period?

  The minimum rental period is 2 nights. In the summer months and in high-season the minimum booking is generally 7 nights. However, we will always try to accommodate any request, subject to availability.

• + How is the night rate calculated?

  The night rate is the fee of the campervan rental which includes the Basic protection plan and 24/7 roadside assistance, along with VAT. Prices are dynamic and may vary depending on location, seasonality, availability and other conditions.

• + What’s the service charge for?

  The service fee covers the operation of the Indie Campers platform and our customer support service. The service fee is added to all bookings and is calculated as a percentage of the price of the reservation.

• + What's the preparation fee for?

  The preparation fee covers all the costs of getting a vehicle fully ready for pick-up, including depot logistics and operation, booking documentation, pre-arrival checkup, kits setup and final touch-ups. It also covers the costs of the cleaning kit that is added to your rental. The preparation fee is added to all bookings and varies according to the rental vehicle and the location in which it is rented.

Online check-in, pick up and return

• + How does the online check-in work?

  You will receive a communication when the online check-in opens, 30 days before the scheduled pick-up date.

  To check in online, upload the necessary documents (IDs, driver license) and confirm your details. You can also add extras and other requests such as airport transfer to your reservation, as well as watch detailed vehicle tutorials.

  At the pick-up, all that remains is receiving your keys and driving off!

• + What do I need to bring when I collect the campervan?

  When coming to collect the campervan you should have with you:

  Driving licence from all drivers

  Credit card with sufficient funds to cover the security deposit. The cardholder must be present at check-in.

  Passport / I.D.

  Booking reference

• + What is Indie Campers' safety policy?

  Our safety policy aims to protect both clients and staff on location. Online check-in, vehicle turorial videos and tablet verification of all necessary information minimize the need of contact between staff and clients. During pick-up, the use of masks is mandatory for our staff and clients, as is the use of the antibacterial hand sanitizer available at all our depots throughout Europe. To further minimize risk, contact between staff and customers is limited to a minimum of 2 metres of distancing. Lastly, the temperature of our employees is checked daily with infrared thermometer.

• + Is there a 24hr pick up/drop off service?

  Bookings made before 13/01/2020:

  Our standard check-in and check-out times are between 9:00 and 17:00. Want a different time to check-in or out? Use our 24h check-in and check-out service, but do keep in mind that an extra fee will be added to your booking.

  Bookings made from 13/01/2020 onwards:

  Our standard check-in times are between 14:30 and 18:30 and check-out times between 8:00 and 11:00. Want to schedule a different time? Use our 24h check-in and check-out service, but do keep in mind that an extra fee will be added to your booking.

• + Where are the collection and delivery depots?

  We offer more than 50 different locations all around Europe that you can choose to pick up and drop off the camper. Check them out at our locations page.

  Portugal: Lisbon, Porto, Faro

  Spain: Bilbao, Barcelona, Valencia, Malaga, Seville, Madrid

  France: Bordeaux, Lyon, Marseille, Paris Charles de Gaulle

  Italy: Bologna, Milan Malpensa, Rome Fiumicino, Venice

  Belgium: Brussels Zaventem

  Switzerland: Geneva, Zürich

  Sicily: Catania

  Sardinia: Olbia

  Corsica: Bastia

  The Netherlands: Amsterdam

  Croatia: Split, Zagreb

  Germany: Berlin, Frankfurt, Hamburg, Münich, Cologne, Stuttgart

  England: London Heathrow, Manchester

  Scotland: Edinburgh

  Ireland: Dublin

  Iceland: Reykjavik

  Sweden: Stockholm, Malmö, Gothenburg

  Austria: Vienna

• + Where can I pick up and drop off the van?

  The pick up and drop off of our vehicles is always made at our depots.

  Upon request, we provide (for an extra fee, that varies per location) a shuttle service from the airport to the depot and back for our customers. Usually, a transfer at the hotel or in the city centre will not be possible due to city traffic and other logistic restrictions. However, for any special requests, please don’t hesitate to contact us.

• + Some cities you serve have more than one airport. For which airport do you provide a shuttle service to your depot?

  Below we’ve listed those cities together with the airport we provide our extra shuttle service for:

  - Brussels: Zaventem (BRU)

  - Berlin: Schönefeld (SXF)

  - London: Heathrow (LHR)

  - Milan: Malpensa (MXP)

  - Paris: Charles de Gaulle (CDG)

  - Rome: Fiumicino (FCO)

  - Reykjavík: Keflavík (KEF)

  - Venice: Marco Polo (VCE)

  Are you arriving to/departing from an airport other than the one we provide a shuttle service for? Then please use public transport to travel from/to our depot. Alternatively, use public transport to travel from/to the airport that we serve, and you will then be able to use our shuttle service. In these cases, when selecting the pick-up and drop-off hours for your booking, please also take additional time into account for your commute between airports.

• + What are the conditions of returning the campervan?

  The camper should be returned with the same level of fuel as you had at the time of pick up, and the grey water deposit should be emptied. Should the chemical toilet have been rented, it should emptied and rinsed also.

• + What happens if I arrive late for the collection of the campervan?

  As soon as you know about the delay, you should contact us by phone. Secondary alternatives are via WhatsApp, Skype or Email. We will then inform the responsible Operational staff about your delay and apply potential late pick up/drop off fees, if outside the office hours. Since the delay is not scheduled, waiting times may occur.

• + What happens if I miss my flight or it is delayed?

  In case the pick-up cannot be made on the booked day due to delays, please contact us as soon as you are aware of the situation. Days of the booking cannot be refunded. We can help you with organising accommodation and transports if needed, depending on availability.

Documentation and basic requirement

• + Which driving licence is required to drive a campervan?

  To drive our campervans, a normal valid driving licence category B is required and the driver must be over 18 years old. For short and medium term rentals, there is no international license required.

  Exception: Non-European citizens need an international driving license when travelling in Italy.

• + Is there a minimum age to drive a campervan?

  The minimum age to drive our campervans is 18 years old. Drivers under 25 years old are required to choose the Standard protection plan and are not allowed to purchase the Basic or Prime protection plan.

• + How many people can drive the campervan?

  It depends on the protection plan you book. With the Basic plan, only one driver is allowed. To add a second driver you can choose the Standard plan and if you take the Prime protection plan you can go up to the maximum number of people that your chosen van accommodates.

Cancellation / Modification / Upgrade Policies

• + What should I do if I have to cancel my reservation?

  In the event that you have to cancel your reservation with us, please send us an email, confirming your name and the dates of your booking, using the email registered for the booking. According to the Terms & Conditions we will proceed with the request.

• + What is the flexible Cancellation Policy?

  If you cancel your reservation more than 48 hours prior to the scheduled check-in date, you will be entitled to receive a flexible travel voucher of the same total amount you paid for your booking.

  The travel voucher can be used for a trip in any location, any Indie Campers vehicle and any available date for check-in until December 31, 2021. The voucher can be used more than one time up to that date until its amount has been fully used. If you book a trip of a higher price than the amount remaining in your travel voucher, you will simply need to pay the outstanding amount in order to confirm your reservation.

  For cancellations made within 48 hours prior to the scheduled check-in date, you will not be entitled to receive a travel voucher nor reimbursement.

  Cancellation requests will only be considered valid when communicated in writing via email sent to reservations@indiecampers.com.

  Only one cancellation request per booking is allowed, meaning a customer can request a travel voucher once and use it to book a trip with different details, but it will not be possible to then ask for a travel voucher again.

  The occurrence of unforeseeable or unavoidable events for which we do not bear responsibility (e.g. acts of God, wars, natural disasters, pandemics and strikes) does not prevent the full application of the provisions of the cancellation policy.

  Additionally, Indie Campers reserves the right to use any cancellation rights/alternatives provided by applicable laws.

• + What is the upgrade policy?

  We reserve the right to upgrade or assign your reservation with a similar category campervan.

The Campervans

Campervan models and characteristics

• + How can I choose the best model for my necessities?

  Feel free to visit the campervans' page on our website to have a full overview of each model, along with pictures, floor plans and descriptions. For further information please contact us and we will provide you with our tailored advice!

• + What is the model and engine of the vehicles?

  Our fleet is composed of FIAT Ducato, Mercedes-Benz Marco Polo, Jeep Renegade Longitude and Volkswagen California campervans. The FIAT models Sporty, Active Plus and Motorhome have a MultiJet 2.0 115hp engine, while the Nomad and Atlas have a MultiJet 2.3 130hp engine; the VW California (manual) is a Bluemotion Coast 2.0TDI 102 and the VW California (automatic) is a Bluemotion Coast or Ocean 2.0TDI 150; the Marco Polo model is a Mercedes-Benz Classe V 250d Marco Polo. All models are from 2016, 2017, 2018 or 2019.

• + Do the campervans have manual or automatic transmission?

  All our campervans have manual transmission, with the exception of the Marco Polo and the VW California models from 2018-19.

• + How many people can ride in a campervan?

  Our Sporty, Active Plus, Nomad, Motorhome, Atlas, Marco Polo and California models are equipped with seatbelts for 4 passengers and have 2 double beds.

• + Can I choose between the Classic or Indie design for my campervan?

  We aim to accommodate customers’ requests whenever possible. However, due to logistics reasons, it is not possible for us to guarantee that the design of your preference will be allocated to your booking. The California, Marco Polo, Nomad and Atlas models are only available with the Classic design.

• + Can I actually see the campervans before confirming the booking?

  Of course, you're always welcome! Visits to our depots are always made by appointment to ensure that our staff is present and available to show you the vehicles or clear any doubts.

• + Can the campervans accommodate people with special needs?

  Unfortunately our vans do not have wheelchair ramps or tie-down docks at this time. However, that is something we wish to address in a near future, since it is our goal to ensure the accessibility of this kind of experience to the maximum number of people.

Campervan conditions

• + How do you clean the vans?

  Our cleaning policy is extra thorough and consists of three cleaning phases to minimize the risk of contamination:

  After a traveller drops-off a vehicle, it is fully desinfected with a sprayer with powerful disinfectant detergent and left isolated for a minimum of 12 hours. After that, when preparing the vehicle for the following vehicle pick-up, a deep clean disinfectant is applied again, manually, so that no viruses can be transmitted between travellers. Special attention goes to all surfaces that people frequently touch during usage of the vehicle, such as door handles, light switches, and the steering wheel. Our staff wears full cleaning clothing for your safety and theirs.

  Only after the vehicle has been thoroughly disinfected will we proceed with the general cleaning procedure. This is to ensure everyone's health. Our general cleaning covers the whole vehicle, inside and out. At this stage, our staff wears gloves and masks to minimize contamination risk. After a final inspection, the vehicle receives a clean & safe, "ready-to-go" sign.

  The above policy also applies to our extras. Tables, chairs, surfboards, all rental extras are disinfected and cleaned before they're added to your vehicle. Portable toilets, as well as bedding, cleaning and kitchen kits are deep-cleaned, checked and then receive a clean & safe sticker.

• + Are the campervans supplied with a full tank of diesel?

  We always try to provide a full tank, so you can enjoy your road trip right after pick up. Should you receive a camper with less than a full tank, we will take note on your contract and you are required to refuel at the same level as pick up.

• + Do I have to refuel them?

  Yes, the campervan needs to be returned with the same amount of fuel as at the time of pick up, otherwise re-fuel charges will apply.

• + Do I have to clean the campervan?

  The campervan should be returned in a clean condition. The grey water deposit should be emptied. The extras you have rented, like the chemical toilet or surfboards for example, as well as the cooler box and the dishes, should be cleaned and returned. In the case of a returned campervan that needs professional cleaning, an additional sum of 100€ will be charged.

Campervan equipment

• + What is included in every rental?

  Every booking includes standard features in order to make your road trip experience perfect. We provide 24/7 roadside assistance and support, online check-in, a cleaning kit and a cooler in all rentals, besides many other equipments that vary from model to model.

• + Does the campervan have air conditioning?

  Yes. All our campervans are equipped with air conditioning in the front of the vehicle, that only works when the engine is on. Furthermore, the vehicles have 2-3 skylights for additional air-flow.

• + Does the campervan have an independent heating system?

  All our campervans are equipped with heating in the front of the vehicle, which only works when the engine is on. The only two models with autonomous heating are the Nomad (diesel) and the Atlas (gas). For the other models, you can add a portable electric heater, which works with 220V sockets in the relax area and when the van is plugged in. However, all of our campervans in Iceland are equipped with an independent heating system (diesel).

• + How does the shower work?

  Active Plus and Motorhome: the internal shower works at all times, even when the van is not plugged into an electrical socket due to the fact that the water pump is powered by a secondary battery. However, in order to access hot water the van is required to be plugged in to an electrical outlet as the water boilers require more electricity to generate heat and provide hot water throughout the van.

  Nomad and Atlas: the shower and water boiler are powered by the internal heating system and work without the van being plugged to electricity.

  The model Sporty is equipped with a convenient exterior shower that was designed to be used as a quick outside rinse.

• + How does the chemical toilet work?

  The best way to understand how a chemical toilet works is to see how the experts handle it! Check out this video for a Porta Potti Tutorial available with subtitles in all languages: https://www.youtube.com/watch?v=vhELPhb--Lg&t=12s

• + What is a cooling box? How does it work?

  With every booking, we are providing a cooling box, which additionally can be plugged in for enhanced electrical cooling. The box is isolated and fits around 15L. Whenever you are driving, you can plug it into the 12V socket, available in the kitchen area. The ventilator will then cool the inside up to 4ºC.

  We don't provide a cooling box for the Nomad and Atlas, because they have a refrigerator 80L and 145L, respectively.

• + Does the campervan have sockets and plugs inside?

  Yes. The campervan has a few car plugs with 12V, USB sockets and standard 220V sockets (European format). They are placed all over the camper to provide you a comfortable living space, including USB sockets in the bed area (except on the VW California and Marco Polo models) in order to charge your phone at night. The 220V sockets will work whenever the campervan is plugged in.

Campervan autonomy

• + What is the capacity of the fuel tank? How is the fuel consumption?

  All Indie campervans run on Diesel. The tank fits 75-90 liters, depending on the size of the vehicle. The usage will vary on the driving behaviour, but the average consumption is 8L for every 100km.

• + What is the capacity of the water deposit? And how do I empty the grey water deposit?

  The freshwater tank fits 50 litres in all models except the Nomad (80 litres) and the Atlas (100 litres). The dirty water from the kitchen sink + shower run together into the grey water deposit under the camper. After using one water tank, it is recommended to empty the grey water deposit, as this can release strong odors and cause overflowing into the sink and shower if not emptied regularly. To dispose of the grey water properly, ensure the camper is parked over a proper water discharge station*. Then open the grey water deposit by accessing the red faucet located under the right side of the camper.

  * Water discharge stations may be found in several locations such as camping sites.

• + Where can I refuel the freshwater tank?

  All around Europe you will find water facilities that allow you to refill the water deposit in your camper. Camping grounds, service areas or fuel stations are normal places where this is possible.

• + If I don’t plug the camper in overnight, may I run out of energy?

  If you don’t have any gadgets plugged in, or the cooling box turned on, the secondary battery should power the back part for several days. The LED lights, water pump, 12V and USB plugs are designed to be energy efficient, while the 220V plugs only work when the van is plugged in. We recommend to charge the campervan at least 3 times per week if you are not driving around. While the camper is being driven on the road, it is charging the back battery and will therefore not require as much external charging.

Extras

• + Can I rent extra equipment such as surfboards, wetsuits and other cool stuff?

  Of course! You can see the full list on the checkout page of our website. When completing your booking, select the extras you desire and they will be added to your trip!

• + What if I want to add or delete an extra after the booking is concluded?

  Most of the extras we have in stock, providing travelers with the opportunity to add or remove at the time of pick up. In order to provide the exact extras with the features you are looking for (such as dimensions or size) it is advised to select them in advance with your booking, to ensure availability.

• + Do the campervans have surf or bike racks?

  Our campervans do not have outside racks. You will be able to store your boards over the top bed or below the beds in the Active Plus model and our foldable bikes can be easily stored inside the campervan.

• + How does the WiFi work? Is it available everywhere in Europe?

  Our WiFi is provided by a 4G hotspot that has coverage all over the European Union (it does not work in Switzerland and Andorra). In Portugal the plan includes unlimited data and in all other EU countries it is limited to 1GB per day. The WiFi is provided by a small portable box that can be easily carried.

• + What is the "Cleaning service - special offer" extra?

  The cleaning service is an extra you can hire, during your online booking process, that allows you to enjoy your road trip without needing to worry about wiping, deep cleaning or sweeping your van before you return it. However, keep in mind that vehicles that are returned in a particularly dirty condition or which show evident signs of abuse or negligent use will still be subject to the cleaning fee penalty at drop-off. Emptying the wastewater tank and the chemical toilet, as well as washing the kitchen utensils and emptying and turning off the cooler are mandatory conditions for every booking, regardless of hiring the cleaning service.

• + Do I need to bring bedding sheets or sleeping bags?

  We mitigate the need to carry all that bulky stuff on the plane by renting, as an extra, a bedding kit for each 2 people in a reservation. The bedding kit consists of duvets, pillows and bedsheets. If more than 2 people (3 or 4) travel in the same van, we recommend the rental of 2 bedding kits. If you instead prefer to bring your own bedding equipment, you are also welcome to do so.

• + What is included in the kitchen kit?

  The kitchen kit can be rented as an extra and it includes cereal bowls (4), plates (4), cups (4), forks knives & spoons (4), one pot with lid, one frying pan, one grill, one pot mat, one cutting board, one wooden spoon, one salad bowl, one large spoon, one good knife, one corkscrew, and one coffee pot.

  The kit also includes a portable cooker in the models Active, Sporty, Dawn Patrol, Urban and Explorer.

• + What does the extra "Unlimited Kms" stand for?

  When you rent a van with us, 150 kms per night are included in your reservation. If you wish to travel limitless and discover Europe without needing to worry about kms, you can add the "Unlimited Kms" option to your booking. This extra service is available on the checkout page of our website.

• + What kind of surf boards are available to rent for my road trip?

  The availability of surf boards depends per depot and, for this reason, we cannot guarantee a specific type or size. However, most surf boards we offer are soft and up to 7.8 ft.

• + Do I need to bring child seats?

  We provide child seats as an extra to families travelling with kids. Just add it during the booking process: choose the right seat from the extras list according to the age and weight of your child. The campervans have 3 point seatbelts in the front and back seats. The isofix system is not available

  Also, keep in mind that we cannot guarantee a specific model or brand for the seat as we have different models in different locations. You can naturally bring your own child seat if you prefer.

Protection

• + Is the campervan covered?

  Of course! The Basic protection plan is included with every booking. This means that without paying any extra charges you are going to have 24/7 roadside assistance and coverage for the damages caused to third parties. You can also choose from one of our other 2 packages (Standard and Prime protection plans) for added protection. Check the most suitable solution for your trip on the checkout page of our website, when booking a road trip.

• + What is the security deposit? How is it retained?

  The security deposit required for the booking is basically the same as the liability of the camper. This amount will be blocked on your credit card during the road trip and can be deducted up to 30 days after drop-off - in case of any damages, traffic violation tickets or tolls.

• + What do the Protection Plans cover?

  Check every detail of our Protection Plans on the checkout page of our website, when booking a road trip. Please have in mind that all the Protection Plans do not cover negligent behavior, as explained in section "11. Liabilities" of our Terms & Conditions.

• + Does any protection plan cover my personal belongings?

  Indie Campers is not legally allowed to stipulate a protection plan that covers goods that are property of the traveler. We recommend contacting your personal insurance company to see if you are insured during your travels or if they offer any additional traveler insurance. Many credit card companies (VISA, AMEX, etc) offer this service to their customers.

Pets

• + Are pets allowed?

  Yes, pets are allowed in exchange for a pet fee to cover the cost of professional anti-allergic cleaning after the trip. Only one pet is allowed, weighing no more than 30 kg. As Indie Campers operates in different countries in Europe, it is the responsibility of the Hirer to guarantee that his/her pet travels in safety and according to the local regulations. The rental firm will not be liable for any traffic tickets or legal fees related to carrying the pet inside the vehicle.

  The Pet Fee charged only covers the cleaning of the vehicle after the rental. The hirer is responsible for any and all damages (interior and exterior) caused by the pet.

Gas Policy

• + What is the gas policy?

  1) Models with External Cookers (Sporty, Active, Dawn Patrol, Urban and Explorer): Customers who pre-pay for gas (as an extra) will receive 2 full disposable canisters of gas (220g). Additional gas canisters can be purchased throughout the rental period at your own expense and means.

  2) Models with Built-in Cooker/Stove (California, Marco Polo, Nomad, Atlas): Customers who pre-pay for gas (as an extra) will receive a full cylinder of camping gas. If no pre-paid gas cylinder is purchased, we will deliver the vehicle with a variable level of gas, matching the level of gas returned by the previous customer. Additional gas/refills can also be purchased throughout the rental period at your own expense and means.

  For the California, Marco Polo and Nomad models: The pre-paid Full Campingaz Cylinder is of 2,75kg.

  For the Atlas model: The compatible gas cylinder size varies according to the standard models of each country's gas suppliers. On our locations in England and Scotland, a 6kg gas cylinder is used. In all other locations, our Atlas vans carry an 11-13kg gas cylinder.

Trip

Travel tips

• + Do you have a list of best spots and places to visit?

  Our travel team is full of amazing advice for the perfect adventure. For any possible request, please feel free to contact us or check out our Facebook, Instagram, Twitter or Pinterest!

• + Do you have a list of recommended campsites?

  Yes, we do! All you have to do is to contact our friendly customer support team, or ask to our staff during check in, and they will be happy to help you!

• + Where am I allowed to travel?

  You can drive all around the European Union, plus Iceland, Norway and Switzerland.

• + Do I have to stay in a campsite during the night?

  We always recommend to spend the night at campsites or service areas since you will have available all the amenities you might need such as electricity (to charge the van), full bathroom, specific areas to waste the water deposit, among others.

• + How do I pay tolls?

  The easiest way is to pay your toll directly at the exit. If this is not possible, please contact our team and we will be happy to provide all the information you need.

Emergencies and Roadside Assistance

• + What happens if the campervan has any problems? Is there roadside assistance?

  In case of an accident or if you need roadside assistance, please call us immediately at our toll free number. If needed, we will call roadside assistance for you in order to avoid any language barriers.

• + Who should I contact with any campervan questions?

  If you are experiencing any issues with the camper during the travel or have doubts about functionalities, you are more than welcome to contact the phone number available in your contract or the Indie Campers toll-free number. You can reach us by email, phone, Whatsapp, or Skype from 09:00 am to 06:00 pm (GMT+1).