FAQs

Rental

Payment

• + Is a payment necessary to confirm the reservation?

  Yes. The down payment, equal to 50% of the total, is necessary in order to confirm the booking and allocate the van to your reservation. Especially in high-season we cannot guarantee availability without any down payment. Then, at the pick-up moment, the remaining amount (50% of the total) will be paid via credit or debit card.

• + Which payment methods are allowed?

  For the down payment (booking confirmation) - 50%: We accept VISA and MasterCard as credit/debit card payments, that will be directly done on our website.

  For the remaining amount at pick-up time - 50%: Upon arrival you can use the same or a different credit/debit card. A bank transfer will only be allowed for the 2nd payment in exceptional circumstances, in which the Hirer will incur an extra charge of €30.

  Security deposit: The security deposit can only be blocked on a credit card (Visa or Mastercard), and the credit card owner must be present at the pick-up. At the vehicle delivery, a security deposit will be held on the Hirer's credit card, according to the chosen Insurance option, to ensure the excess payment in the event of robbery, accident or any other vehicle damage during the rental period. The vehicle cannot be delivered unless the security deposit is held on a credit card.

  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 3 days. In the summer months and in high-season the minimum booking is generally 7 days. However, we will always try to accommodate any request, subject to availability.

• + How is the daily rate calculated?

  The daily rate is the fee of the campervan rental which includes basic insurance and 24/7 roadside assistance, along with VAT. It may vary depending on seasonality, promotions and other rental conditions.

• + What’s the service charge for?

  The service fee is charged once for every booking. It includes the bedding kit, the kitchen kit, a cleaning kit, the portable cooker, the cooling box, and pick up/drop off transfer service during our office hours.

Pick up and return

• + 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 of the hirer/renter (with enough funds to cover the Liability/ Security Deposit)

  Passport / I.D.

  Booking reference

  The person driving the vehicle needs to be the same as the credit card holder for the security deposit.

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

  For bookings created until 08/02/2019:

  Yes. Check-in times are between 14:30 and 19:30, and check-outs from 08:00 to 11:00. 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.

  For bookings created after 08/02/2019:

  Yes. Our standard Check-in and check-out times are between 10:00 and 17:00, although this can vary according to your pick-up location. 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.

• + 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: Biarritz, Bordeaux, Lyon, Marseille, Mulhouse, Nantes, Nice, Paris Charles de Gaulle, Toulouse

  Italy: Bologna, Florence, Milan Malpensa, Naples, Pisa, Rome Fiumicino, Venice

  Belgium: Brussels Zaventem

  Switzerland: Geneva, Basel, Zürich

  Sicily: Catania

  Sardinia: Olbia

  Corsica: Bastia

  The Netherlands: Amsterdam

  Croatia: Split, Zagreb

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

  England: London Heathrow, Liverpool, Manchester

  Scotland: Edinburgh, Glasgow

  Ireland: Dublin

  Iceland: Reykjavik

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

  The pick up can be either made in one of the depots or at the airport. We provide an airport shuttle service from the terminal to our depot should you require. The same can be arranged for some other points in the city depending on availability.

  If not specified differently, the drop off should be made at our warehouse, where we then offer shuttle service back to the airport terminal. Any other location cannot be guaranteed and will depend on the availability of our staff. At the drop off we need to carefully check the campervan for potential damages, refunds, etc.

  Usually, a pick up/drop off at the hotel or in the city centre will not be possible due to city traffic and restrictions against stopping on the side of the road for pick up. However, for any special requests, please don’t hesitate to contact us.

• + 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 insurance. Drivers under the age of 25 years aren't allowed to purchase the Full Insurance plan. You can check our insurance packages' page for more detail.

  This additional insurance will decrease the security deposit amount from 1999€ to 749€. The Standard Insurance provides protection against windows and tire damages, along with less risk for drivers that may not feel as experienced.

• + How many people can drive the campervan?

  It depends on the insurance package you book. With the Basic insurance, only one driver is allowed. To add a second driver you can choose the Standard Insurance and if you take the Full Insurance 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 and any applicable refunds.

• + What is the Cancellation Policy?

  If you need to cancel more than 30 days prior to the scheduled pick up time, we will refund the full prepaid amount. If you cancel the booking less than 30 days before the scheduled pick up time, the applicable cancellation or no show fees will apply.

  If you cancel your reservation within 30 to 15 days prior to the scheduled pick up time, the 50% deposit will not be refunded (cancellation fee), nevertheless the final remaining amount will not be charged.

  If you cancel your reservation within 15 days prior to the scheduled pick up time 100% of the reservation will be charged on your credit card (no show fee).

• + What if I want to modify my booking after the reservation is completed?

  A change in dates, locations, type of campervan or other details will depend on the current availability and must be approved by Indie Campers. Additional charges may apply. However, we will always try our best to make our travelers happy, so do not hesitate to contact us directly for individual requests.

• + 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 (Vito, Sprinter and Marco Polo) 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 is Bluemotion Coast 2.0TDI 102; the Urban model is a Mercedes-Benz Vito 109 CDI/32 1.6 90 Diesel; the Explorer model is a Mercedes-Benz Sprinter 211 CDI/37 2.2 114 Diesel; 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.

• + 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, having 2 double beds. The Urban and Explorer models accommodate 2 people, as they have only 1 double bed.

• + 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, Atlas, Urban and Explorer models are only available with the Classic design.

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

  Yes, of course! You are more than welcome to visit our depots to check the campervans and meet our staff.

• + 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

• + 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 cleaning fee 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, unlimited kilometers, bedding kit, cooking kit, portable cooker and an electric cooler.

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

  No. We mitigate the need to carry all that bulky stuff on the plane and include in all rentals a duvet, pillows and bed sheets for all travelers stated in the booking. Should you decide to be adventurous and want to sleep outside, we also have sleeping bags for rent.

• + Do I need to bring child seats?

  We offer child seats to the families traveling with kids. You just need to add it to your booking while making the reservation online (free of charge). Please make sure you share with us the age and weight of the child so we can have the proper seat available. 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. However, you are naturally free to bring your own child seat if you prefer.

• + Does the campervan have air conditioning?

  Yes. All our campervans are equipped with air conditioning in the front seats. Furthermore, the vehicles have 2-3 skylights for additional air-flow.

• + Does the campervan have an independent heating system?

  You can add an electrical portable heater to your booking that runs with the 220V socket whenever the campervan is plugged to power. The socket can be found in the living area of the campervan. Depending on availability, we can also provide additional blankets.

  The Nomad and Atlas have an internal diesel heating system.

• + How does the shower work?

  In the Active Plus, Motorhome and Explorer models: 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.

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

  In the Sporty and Urban models: These models are 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.

• + 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 Urban (30 litres), 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 and the water pump are designed to be energy efficient. 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 find them all on our extras page. 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. 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.

Insurance

• + Is the campervan insured?

  Of course! The Basic Insurance plan is included with every booking. This means that without paying any extra charges you are going to have unlimited kilometres, 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 Full Insurances) for added protection. Check the most suitable option for your trip on our Extras and Insurances page.

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

  The security deposit required for the booking is basically the same as the liability of the camper. The security deposit amount depends on the insurance model you choose with your booking (€1999, €749 or €0 for the Basic, Standard and Full options respectively). This amount will be blocked on your credit card during the road trip and can be deducted up to 20 days after drop-off - in case of any damages, traffic violation tickets or tolls.

• + What does the insurance cover?

  Check every detail of our insurance packages on the Extras and Insurances page of our website. Please have in mind that all the insurance packages do not cover negligent behavior, as explained in our Terms & Conditions.

• + Does insurance cover my personal belongings?

  Indie Campers is not legally allowed to stipulate an insurance that covers goods that are property of the traveler. We recommend contacting your personal insurance company to see if you are insurance 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, you are allowed to bring pets under certain conditions. A Pet Fee of €75 will be charged. Only one pet is allowed, weighing no more than 30 kg. Pets are only allowed if your road trip ends in Portugal or Spain. 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 carry the pet inside the vehicle.

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

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!

• + 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?

  You can pay the tolls directly at the highway.

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, you should immediately call us at our toll free number or the direct number of the location you picked-up the van. 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 24/7.