FREQUENTLY ASKED QUESTIONS
WHAT'S INCLUDED IN THE HIRE FEE?
The hire price includes rental of the van, gas for cooking and all standard kitchen and van equipment and fully comprehensive insurance for up to 2 named drivers between the ages of 25 and 75 years of age (see other qualifications for insurance). We can usually arrange for drivers for which some of the exclusions apply to be covered, however our insurance company will usually levy a higher insurance excess for this.Also included is RAC membership for your peace of mind.
Extra equipment as requested on the booking form will be subject to additional cost. The total cost of your rental will be confirmed with you before you are asked to finalise your booking and make your deposit payment.
WHAT DOCUMENTS DO I NEED TO HIRE A VAN?
We will need to see all driver's licences for the named driver(s) to be insured, this includes your card part and the code you now have to obtain from www.viewdrivingrecord.service.gov.uk/driving-record/licence-number to allow us to check your driving history online. If you don't have a photocard licence we will need to see a passport. We will also require 2 utility bills or other official letters (not more than 3 months old, these can be print-outs or can be saved from your online account and emailed over within the week prior to your hire) including the hirers name and address as proof of where you live. All ID must be registered to your current address.
Without these documents we will be unable to release the vehicle.
WHAT IS PICK UP TIME AND DROP BACK TIME?
Pick up is after 3pm and drop back is by 11am, unless otherwise arranged.
If you have not paid extra for an early pick up or late drop off but for reasons out of your control you feel you may be late, please call us - we'd rather you were late than take any risks to yourselves or the van. If you are late for no acceptable reason or explanation you will be charged a late fee if it impacts on the next hire.
WHERE DO I PICK UP FROM?
We are based in Graveley, a small village in Cambrigeshire. Once your booking is paid for in full, we will send you detailed instructions on how to get here, including our address and postcode. If you are driving to us you will have access to free parking outside our house. Parking your car, while safe, is done so at your own risk.
WHERE CAN I LEAVE MY CAR?
You can leave one car free of charge, at our house. We live in a small sleepy village and have security lights and a Ring doorbell that records people coming on our drive so you can enjoy your adventure without worrying about your car's safety. If you need to leave more than one car with us, there is a nominal charge of £10 per week.
WHAT DOES THE BREAKDOWN COVER INCLUDE?
This includes Roadside assistance, Homestart & Nationwide Relay.
This basically means that in the event of your van breaking down the following will take place: A vehicle Rescue Operator will try to fix it. If it cannot be fixed roadside your campervan and passengers will be towed to the nearest approved repairer. If local repair is not possible the same day then you will all be returned to us. If the breakdown is through no fault of the hirer we will refund you for lost nights.
Please note that we do maintain our vehicles so prevent breakdowns as much as possible.
WHICH PAYMENT METHODS DO YOU ACCEPT?
All payments are by bank transfer into our bank account so they can easily be traceable.
DO YOU OFFER GIFT CARDS?
If you wanted to buy someone a gift of a campervan/motorhome trip then please contact us and we can put something together although you'll need to be sure that they need to meet the insurance criteria.
HOW DO I BOOK?
The easiest way to book your holiday is to send a booking request via our website and we will contact you to run over everything. If you are happy with everything we will send you a booking form to fill out and we will take a £250 deposit.
WHAT SHOULD I PACK?
Our vans are fully equipped with most of what you will need (crockery, cutlery, cooking utensils, etc) and we will email you out an inventory just before the hire. You will need to bring your own bedding (sleeping bags work well as they are neater to store), pillows and towels, extra blankets in cold weather. (Sheet sizes you will need are as follows: Rex: Double sheet, Bessie: King Size sheet, Monty: Double for top bed and Superking for bottom bed - or two singles).
ARE BEDDING AND TOWLS PROVIDED?
We don't include bedding or towels.
WHEN WILL I GET MY SECURITY DEPOSIT BACK?
Before you drive off into the sunset with the van we will hold a security deposit of £1000.
Upon the return of the vehicle to us at the agreed time, in the condition it was let, relatively clean and with a full tank of fuel, your full deposit will be refunded.
We do not expect you to thoroughly clean the van, but please clear out any and all rubbish, wipe down the interior surfaces and sweep the floor before you hand it back to us. We will charge £50 for any excessive cleaning that we need to undertake in addition to the fuel costs, for refuelling if you fail to return your van with a full tank.
The cost of any material damage will be directly deducted from the security deposit. Refer to our terms and conditions for details.
DO I NEED TO BOOK CAMPSITES IN ADVANCE?
We would advise that you book your campsites in advance during the peak season and school holidays, particularly if you want an electric hook-up which will enable you to use all the camper facilities to their full advantage. .
CAN I SMOKE IN THE VAN?
Sorry, we do not allow smoking inside any of our vans including when driving with the window open.
DO YOU ALLOW DOGS?
We allow well behaved dogs. Please note pets do incur an additional cleaning charge and are not allowed on the seat cushions unless they have been protected with blankets etc.
WHAT ARE YOUR TERMS AND CONDITIONS?
Most of what you need to know is listed here in the FAQs. However, you can find the fine print on our Terms and Conditions page.
CAN I REDUCE THE INSURANCE EXCESS?
For an additonal fee you can take out Collision and Damage Waiver insurance which will reduce your insurance excess. Sometimes this is not offered for 23-24 year olds or anyone over 75. Similarly if you have a higher excess applied due to any endorsements or licence restrictions, then an additional CDW may not be available to you.
You will need to take this out yourself as due to financial regulations we cannot sell this to you.
WHAT IS YOUR CANCELLATION POLICY?
If you wish to cancel your booking once we have confirmed your reservation, you will lose the booking deposit, unless it is covered by our COVID policy. Once the balance of the payment is received 28 days prior to the start of your trip, the following cancellation fees apply:
24 hours prior to departure: 100%
1 week prior to departure: 75%
2 weeks prior to departure: 50%
3 weeks prior to departure: 25%
Should booking occur within 28 days of the commencement of the hire period, then the full hire cost will be payable at the time of booking.
WHAT IF I HAVE TO CANCEL DUE TO COVID RESTRICTIONS?
A full, no quibble 100% refund on your booking or postponement without penalty, if the UK government imposes restrictions that cause the following:
Closure of Wander Hire on the date when your collection is due to take place.
The introduction of non-essential travel restrictions over the dates you are due to travel.
It will also cover if you live in an area that restricts travel or your plans involved travelling to an area that now has higher restrictions.
WHAT IF SOMETHING STOPS WORKING WHILE I'M AWAY?
Again, we make all reasonable endeavours to ensure that your van is in full working order when you pick it up, but occasionally things will go wrong. In the first instance, please refer to the van Handbook. However, if you’re still stuck, please give us a call and we’ll help you fix the problem. If you end up out of pocket by purchasing replacement item (up to a maximum of £50), please keep the receipts and we’ll reimburse you. However, please call us to let us know before you buy anything.
WHAT HAPPENS IF I HAVE AN ACCIDENT?
Don't admit to any fault in the first instance and call the insurance number that will be in the information folder in the van as soon as it's safe and practical to do so. Also, let us know what's happened.