FAQ
Frequently asked questions
Rental
Prices, Fees Discounts
How is the rental price calculated?
Rental prices are calculated per night and may vary depending on the characteristics of the vehicle, the time of year, promotional actions and other special conditions. If prices vary after the booking has been confirmed, there will be no refund by Mr. Vancamper or additional payment by the Customer. A one-off service charge is added to the price of each booking.
What is covered by the service charge?
The one-time service fee covers the activities of preparing the vehicle, presenting its features at check-in and assistance during the journey.
Is the VAT amount already included in the prices?
Unless expressly stated otherwise, all our prices include VAT at the prevailing rate.
What is included in the rental price?
In addition to a "BASIC" protection plan, all rentals include kitchen kit, cleaning kit, camping kit, first aid kit, gas and AdBlue.
Are there any discounts for longer bookings?
Yes. For bookings of more than 14 nights, we offer a 5% discount. For bookings over 28 nights, the discount is 10%. The discount only applies to the rental price.
Minimum age and documentation
Is there a minimum age limit for driving your campervans?
The minimum age of the driver is 21. Drivers under the age of 25 will have to take out additional cover: Young driver (€10/night).
What type of driving license do I need to drive a campervan?
To drive one of our campervans, you must hold a valid category B (light vehicle) driver's license or international driving permit obtained for more than 2 years at the time of pick-up.
Reservations and payments
Are there minimum rental periods?
The minimum rental period may vary depending on the model and time of year (4, 5 or 7 nights).
Is there a mileage limit on rentals?
All our rentals include unlimited kilometers, subject to a fair use policy: average daily limit of 300 Kms. Beyond that limit, an additional fee may apply: €0.35/km.
Do I have to make any payments at the time of booking?
To guarantee the reservation it will be necessary to make a payment:
• 50% of the total if the booking is confirmed at least 30 days before the pick-up date. The remaining 50% must be paid up to 15 days before the collection date;
• 100% of the total if the booking is confirmed less than 30 days before the start date of the rental. Payment can be made with a debit card or credit card. We also accept payment through PayPal. Once the payment and acceptance of the terms and conditions of the rental are ensured, the process is completed with the sending by email of the respective Booking Confirmation.
Cancellation and Changes Policy
What should I do if I have to cancel my booking?
To cancel the reservation, you have to send us an email (using the same email address used for the reservation) with the details of the reservation confirmation.
What is the cancellation policy for a reservation?
We guarantee a refund of the amounts paid, in the event that the cancellation occurs more than 30 days before the agreed date for the start of the rental, less all financial charges borne by the Landlord (Stripe, PayPal, etc.). If the cancellation of the reservation occurs between 29 and 15 days before the date agreed for the start of the rental, 50% of the total contracted services, fees and taxes included will not be refunded, (application of the cancellation fee). The remaining 50% will not be charged. If the cancellation of the reservation occurs within 14 days before the date agreed for the start of the rental, the total amount of the services initially contracted will be charged (application of the no-show fee).
Extraordinary cancellations
For reasons of force majeure, namely, any circumstances that are beyond the reasonable control of the Parties, including, but not limited to, natural disasters, imposition of supervening legal or administrative obligations by state or suprastate authorities, war or state of emergency, riots, civil unrest, acts of terrorism, fire, explosion, flood, extreme weather conditions, epidemics, lock-outs, strikes, lack of workers, material and services and absolute inability to obtain the supply of them, reservations made may be rescheduled or cancelled up to 48 hours before the agreed date for the start of the rental. In cases of cancellation, the amounts paid so far will be converted into a voucher that can be used up to a maximum period of 12 months after the date of cancellation.
The request for rescheduling or cancellation will be considered valid only if communicated in writing, via email, to reservations@mrvancamper.com. The voucher can be used for a rental of any model of Mr.Vancamper motorhome (subject to availability). In the case of a booking with a price higher than the remaining amount on the voucher, it will only be necessary to pay the difference in the amount to confirm the booking.
Can I change my booking?
Any change request is subject to availability, and an administrative change fee (€25) applies.
Pickups and Returns
Collection procedures
What documents do I need to present to pick up the campervan?
The driver and additional drivers, in addition to their driving licenses, must also present a valid identification document (citizen card or passport). The credit card holder must be present at the time of delivery of the vehicle
What happens if I don't submit the necessary documents?
If the documents referred to in the previous point are not presented (copies will not be accepted), the contract cannot be executed and a "no-show fee" will be applied.
What is the pick-up time for the campervan?
The pick-up service operates between 14:00 and 17:00, subject to prior scheduling, and you can request, at the time of booking, an advance (09:00 to 11:00) or a postponement (18:00 to 20:00) of the vehicle's pick-up time, upon payment of an after-hours pick-up fee (49€). This service is only available in Lisbon (Montijo). In this case, please contact us.
In which locations can I pick up the campervan?
You can collect the Campervans in Lisbon, Porto and Faro. In Porto you will be charged an additional fee (relocation fee). In Faro, some models are available that are not subject to the relocation fee (Explorer and Grand Explorer). The other models are not available in Faro.
What should I do if I am delayed in picking up the campervan due to a delay or cancellation of my flight?
Delay in picking up or returning the vehicle early does not entitle you to any refund for the rental period that has not been used. However, as soon as you become aware of the situation, please contact us. We will try to find a solution for transport and accommodation if necessary.
Excluding the situation described in the previous paragraph, if the vehicle is not collected at the agreed time, the Customer is obliged to pay Mr.Vancamper, for each thirty minutes of delay or fraction, the amount of €35, for the team's waiting time.
Is it necessary to check the condition of the campervan at the time of pick-up?
Yes, at the time of pick-up, a detailed check of the motorhome is carried out by the driver, together with one of our assistants, in order to update the information on the condition of the vehicle, in the rental contract.
Is the campervan delivered with a full fuel tank?
Yes. We will try to ensure that the fuel tank is filled. If this is not possible, the fuel level will be recorded in the contract (special conditions).
Return procedures
In what conditions should I return the campervan?
The vehicle must be returned in the same condition in which it was received, with the fuel tank filled, the exterior washed and cleaned, the refrigerator, waste water tank and chemical toilet empty and clean, and the interior free of garbage, sand, mud and other waste.
What is the time for returning the campervan?
The return service operates between 09:00 and 11:00. Returns after 11:00 are subject to availability and involve an additional payment of one night's rental.
In which locations can I return the campervan?
You can return the Campervans in Lisbon, Porto and Faro. An additional fee (relocation fee) will be charged in Porto. In Faro, there are some models available that are not subject to the relocation fee, as long as they were collected in Faro (Explorer and Grand Explorer). Upon return, a detailed check of the vehicle's condition will be carried out in the presence of the driver and one of our operatives.
What happens if I return the vehicle to a place other than the pick-up location?
Only in Porto will an additional fee apply (relocation fee). In Faro, some models are available that are not subject to the relocation fee (Explorer and Grand Explorer).
Can I extend the duration of the rental?
The extension of the rental duration is subject to the availability of the vehicle. You must obtain our prior written agreement and make the advance payment of the corresponding amounts. In this case, you must always have with you the copies of the Contract that demonstrate the extension of the rental.
What should I do if I am late in returning the campervan?
The delay should be communicated as far in advance as possible in order to coordinate operations with our assistants. If the vehicle is not returned at the agreed time, the Customer is obliged to pay Mr.Vancamper, for each thirty minutes of delay or fraction, the amount of 35€, for the waiting time of the team. If the return takes place outside of our normal opening hours, an additional after-hours return fee will be applied.
Housekeeping
On the date of collection, the "Cleaning Service" may be hired, being exempt from returning the vehicle in the same cleaning conditions verified on the date of collection. This service presupposes prudent and regular use of the motorhome, and does not include cleaning the chemical toilet and dumping the wastewater tank. If this service has not been contracted, and in the event that the Client does not comply with the provisions of the previous number, the Cleaning Service fee will be charged.
Extraordinary cleanliness
If the vehicle presents levels of dirt contrary to its prudent and regular use, namely with garbage, sand, mud or any debris, dirty kitchen utensils, refrigerator turned off with food inside, the wastewater tank and the chemical toilet to be emptied and cleaned, traces of animal hair, the Customer will be charged an extraordinary cleaning fee.
Campervans
Are motorhomes equipped with air conditioning systems?
Yes. All our campervans have modern air conditioning systems that adjust the interior temperature in a matter of seconds, thus providing fresh air on the hottest days.
Do campervans have a heating system?
Yes. All our campervans are equipped with an independent auxiliary heating system, ensuring greater comfort on colder days.
Do I need to bring bed linen?
You can rent the double bed kit(s) as an extra (comforter + pillows + bed sheets).
Do I need to bring kitchen utensils?
In all rentals we include a complete kitchen kit and a cleaning kit.
Do I need to bring car seats for my children?
Families travelling with children have the possibility to rent car seats with the "ISOFIX" system, subject to availability. To do this, it is necessary that at the time of booking you mention this need, informing us of the age and weight of the children. If you prefer, you can bring your own chair.
Travel
Are pets allowed?
We love pets, but for reasons of cleanliness and hygiene, pets are not accepted in our motorhomes.
Can you help me with suggestions of places to visit?
Of course! We have several suggestions to present to you, depending on the rental period. Our team is committed to making your trip an unforgettable experience. From the beginning to the last day of the trip we will be available to provide you with all the support you need.
Do I have to stay at a campsite / caravan park overnight?
In Portugal, the parking of motorhomes for the purpose of staying overnight is only allowed in camping and caravan parks or in duly identified places, namely motorhome service areas. These areas have, as a general rule, all the conditions for electricity supply, changing rooms and wastewater dumping areas.
Do you provide a list of recommended campsites?
Before the day of the campervan pickup, we send you a Travel Guide with the campsites where you can stay overnight. In any case, do not hesitate to contact us whenever you want clarification or additional information.
Can I travel outside Portugal?
If you want to travel outside Portugal, you should take out the additional "Travel without borders" cover, which allows you to travel within the countries of the European Union and Great Britain. This additional cover requires subscription to the BEST protection plan and a minimum number of rental days (10 nights).
What should I do if the campervan has a problem during the trip?
If you detect any technical problem with the vehicle, in particular the warning warnings on the vehicle's dashboard, you must stop it immediately and contact us, or in case of outside office hours, roadside assistance which, if justified, will ensure the towing of the vehicle and the transport of people and goods.
In the event of an accident, how should I proceed?
In the event of an accident, you must fill out the Amicable Declaration of Motor Accident (DAAA) and call the authorities. Then, you must report the occurrence to us and deliver all documentation related to the claim.
How should I proceed with the payment of tolls?
All our campervans are equipped with a toll payment system that allows you to determine the amount of the toll by using a Via Verde (Green Route) identifier. You must provide a valid credit card to cover the payments due, accepting that debits may occur after the end of the contract, as long as the use of the road infrastructures has taken place during its term. If the service is used, VAT and an administrative fee of €20.00 will be added to the amount of the tolls.