FREQUENTLY ASKED QUESTIONS

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RENT

How is the rental price calculated?
The rental prices are calculated per day and may vary depending on the characteristics of the vehicle, the time of year, promotional actions, and other special conditions. A one-time service charge is added to the price of each reservation.

Is VAT 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 addiction to the "BASIC" protection plan, all rentals also include a bed kit, bath kit, kitchen kit, cleaning kit, camping kit, first aid kit, 2 gas canisters and AdBlue.

What is covered by the service fee?
The one-time service fee covers the activities of preparing the vehicle, briefing at check-in, and the permanent accompaniment during the trip.

What are the coverages of the BASIC Protection Plan?
The BASIC Protection Plan includes the following coverages:(i) Unlimited Kms - without limitation of kms;(ii) Travel abroad - allows to circulate in any Country of the E.U., Iceland, Norway and Switzerland;(iii) Civil Liability - applicable in the first accident, protects the authorized driver from the payment of compensation for material damage and/or bodily injury caused to third parties up to 50.000.000.00 (fifty million Euros);(iv) 24/7 Roadside Assistance - provides for towing of the vehicle and transportation of people and goods in the event of breakdown of the vehicle and(v) Collision Damage Protection - covers material damage caused to the vehicle following an accident, theft or robbery, with a liability limit (normal deductible) of Eur 1,950.00 (one thousand nine hundred and fifty Euros).

What are the exclusions of the Protection Plans
All insurance options exclude any loss, theft or damage (broken, scratched, burnt) due to:

  • Vandalism or break-ins;
  • Breach of a clause in the contract;
  • Deliberate conduct, influence of alcohol, drugs or any substance that reduces driving ability;
  • Any loss, damage or theft of personal property;
  • All repair or replacement costs for loss, theft or damage to the interior of the vehicle (equipment, accessories, extras or any other material);
  • Careless or negligent behavior of any kind or failure to comply with locally established road rules, resulting in damage to the vehicle, or to the property of others;
  • The cost of collecting or rescuing the vehicle from any restricted, submerged, trapped or abandoned area;
  • Damaged by submersion in water or contact with salt water, driving on unpaved or poorly maintained roads, flooded areas, on the beach and on dirt roads.
  • The cost of replacing keys that have been damaged, lost, stolen or locked inside the vehicle;
  • Drivers not identified in the rental agreement, or drivers with a canceled/expired license;
  • Any costs associated with the incorrect use of fuel;
  • All damage caused under the vehicle body or above the windshield line, if there is no collision with third parties;
  • All damage caused by hitting an animal while driving.

Is there any minimum age limit for driving your campervans?
The minimum age of the driver is 21.

Drivers under the age of 25 years are subject to liability limits (excess), whose amounts vary depending on the protection plan selected:(i) Basic Protection Plan - €2,400.00;(ii) SUPER Protection Plan - €1,150.00 and(iii) BEST Protection Plan - €750.00.

What kind of driving licence do I need to drive onecampervan?
To drive one of our campervans, you must hold a valid international category B (light vehicles) driving licence, obtained more than 2 years ago at the time of collection of the vehicle.

Are there minimum rental periods?

The minimum rental period is 5 days.

Is there a mileage limit on rentals?

All our rentals include unlimited miles.

Do I have to make any payment at the time of booking?

Confirmation of the reservation requires payment of 50% of the total amount of services hired, fees and taxes included. Without any additional charge, payment can be made with a debit card or credit card. We also accept payment through PayPal or MB Way. Once we are sure that the terms and conditions of the rental have been properly charged and accepted, the process is concluded by sending the respective Confirmation of Reservation by e-mail. The remaining 50% will be settled at the time of vehicle collection using a debit/credit card (Visa or Mastercard).

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

To cancel the reservation, send us an e-mail (using the same e-mail address used in 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 of cancellation more than 30 days before the date agreed for the start of the rental, less any financial charges borne by the Landlord (Stripe, PayPal, etc.).

If the cancellation of the booking takes place between 29 and 15 days before the date agreed for the beginning of the rental, the amount paid at the time of booking, corresponding to 50% of the total contracted services, fees and taxes included, will not be refunded (cancellation fee applied). The remaining 50% will not be charged.

If the cancellation of the reservation occurs within 14 days prior to the agreed rental start date, the total amount indicated in the Confirmation of Reservation (non-attendance fee application) will be charged.

Extraordinary cancellations

For reasons of Force Majeure, namely, any circumstances beyond the reasonable control of the Parties, including, but not limited to, natural disasters, imposition of supervening legal or administrative obligations by state or supra-state authorities, war or state of emergency, riots, civil disturbance, acts of terrorism, fire, explosion, flood, extreme weather conditions, epidemics, lock-outs, strikes, shortage of workers, material and services and absolute inability to obtain the supply of the same, reservations made may be rescheduled or canceled up to 48 hours before the date agreed 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 of 12 months after the date of cancellation.

A rescheduling or cancellation request 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 campervan from Mr.Vancamper (subject to availability) . In case of a booking with a higher price than the amount remaining on the voucher, it will only be necessary to pay the difference in value to confirm the booking.

COLLECTIONS AND RETURNS

What documents are needed to collect campervan?

The driver and additional drivers, in addition to their driving licences, will also need to present a valid identification document (citizen card or passport). The credit card holder will have to be present at the time of delivery of the vehicle.

What happens if I do not present 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 collection timetable of campervan?

The pick-up service operates between 10:00 and 17:00. Subject to availability, you may request, when booking, an earlier or later pick-up time, upon payment of an additional fee (out of hours pick-up fee).

In which locations can I collect the campervan?

You can collect campervan in Lisbon, Porto and Faro. An additional fee (relocation fee) will be charged in Porto and Faro.

Subject to availability, you may also request a shuttle service between the different airports and the respective places where check-in will take place, upon payment of an additional fee (airport transfer).

What should I do if I am delayed in collecting campervan, due to a delay or cancellation of my flight?

A delay in the collection or early return of the vehicle does not entitle you to any refund for the rental period that has not been used. Nevertheless, 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.

Is it necessary to check the conditions of campervan at the time of collection?

Yes, at the time of collection, a detailed check of campervan is carried out by the driver together with one of our operatives in order to update the information on the condition of the vehicle in the rental contract.

Is campervan delivered with a full tank of fuel?

Yes, we will try to ensure that the fuel tank is topped up. If this is not possible, the fuel level will be recorded in the contract (particular conditions).

Under what conditions should I return campervan?

The campervan must be returned in the same condition in which it was delivered, at the place, date and time agreed, in a clean and usable state, with the waste water tank empty, with the respective equipment, accessories and documents, equipped with tyres in good condition and fuel tank topped up.

If the campervan has levels of dirt contrary to its prudent and normal use, namely with rubbish, sand, mud or any debris, dirty kitchen utensils, unplugged fridge with food inside, the waste water tank not emptied, forcing an extraordinary and deep cleaning of the interior and exterior of the vehicle, instead of a simple and ordinary cleaning as it would be possible in a self-service manual washing centre, the amount of 100€ (extraordinary cleaning) will be charged.

If campervan is not returned with a full tank of fuel, you will be charged 40.00€ for every 25% (1/4) of the tank missing, plus 25.00€ (refueling fee).

What is the timetable for the return of campervan?

The return service operates between 10:00 and 17:00. Subject to availability, you may request, when booking, an earlier or later return time, upon payment of an additional fee (out of hours return fee).

In which locations can I return the campervan?

You can return the campervan in Lisbon, Porto and Faro. In Porto and Faro an additional fee (relocation fee) will be charged.

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. Subject to availability, you may request a transfer service to the airport for an additional fee (airport transfer).

What happens if I return the vehicle to a location other than the pick-up location?

Only in Porto and Faro will an additional fee apply (relocation fee).

Can I extend the rental period?

Extending the rental period is subject to vehicle availability. You must obtain our agreement in writing beforehand and pay the corresponding amounts in advance. In this case, you must always have copies of the contract showing the extension of the rental with you.

What should I do if I'm late returning campervan?

The delay should be communicated as far in advance as possible in order to allow us to coordinate the return with our operatives. If the return is made outside our normal opening hours an additional fee may apply (out of hours return fee).

CAMPERVANS

Which models are available?

We have 4 models available: CALIFORNIA COAST, EXPLORER , SUNLIVING and the GRAND CALIFORNIA 600.

The VW California Coast, with manual transmission, comes equipped with a BlueMotion 2.0TDI 110cv engine, while the one with automatic transmission comes equipped with a BlueMotion 2.0TDI 150cv DSG engine;

The Fiat Ducato Explorer comes equipped with a 120 hp engine and 6-speed manual transmission;

The Citroën Adria SunLiving is equipped with a 140 hp engine and 6-speed manual transmission

The VW Grand California Coast 600 L3H5 3.88 T, with automatic transmission, is equipped with a BlueMotion 2.0TDI 177cv DSG engine.

What are the main characteristics of the California Coast?

It can carry up to 4 passengers, has generous storage space, is equipped with 1 pull-out bed for 2 adults (2.0 m X 1.2 m), 1 roof bed for 2 adults (2.0 m X 1.14 m), electric fridge (42 l), sink and stove, heating and air conditioning, clean water tank (30 l) and waste water tank (30 l), indoor table, outdoor side awning, 1 outdoor table and 2 camping chairs.

What are the main features of the Fiat Explorer?

It can carry up to 4 passengers and has generous storage space. It is equipped with 2 overlapping double beds for 2 adults each (1.88 m X 1.2 m), a complete bathroom (washbasin, shower and toilet), an electric fridge with freezer (100 l), a sink and stove, heating and air conditioning, a clean water (150 l) and waste water (150 l) tank, a safe, an interior table, an exterior side awning, 1 exterior table and 2 camping chairs. It also has a solar panel, an external side awning and an electric step.

What are Sunliving's main features?

It can carry up to 4 passengers, has generous storage space, is equipped with 1 bed for 2 adults (1.95 m X 1.40 m), 1 bed on the roof for 2 adults (2.0 m X 1.30 m), a complete bathroom (washbasin, shower and toilet), an electric fridge (84 l), sink and stove, heating and air conditioning, a clean water (100 l) and waste water (90 l) tank and an interior table. It also has 1 outdoor table and 2 camping chairs, a solar panel and a manual outdoor step.

What are the main features of the Grand California Coast 600?
It can carry up to 4 passengers(2 adults + 2 children), has generous storage space, is equipped with 1 bed for 2 adults (1.93 m X 1.36 m), 1 raised bed for 2 children (1.60 m X 1.220 m), full bathroom (washbasin, shower and toilet), electric fridge (70 l), sink and stove, heating and air conditioning, clean water tank (100l) and waste water (90l), interior table. It also has 1 outdoor table, 2 camping chairs, solar panel, outdoor side awning and electric step.

Is campervans 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.

Does 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 and bath linen?
In all rentals we include a bed kit (duvet, pillows and bed sheets) and a bath kit (2 body towels + 2 face towels).


Do I need to bring kitchen utensils?

In all rentals we include a full kitchen kit and cleaning kit.

Do I need to bring child car seats for my children?

Families travelling with children can hire car seats with the "ISOFIX" system, subject to availability. For this, it is necessary that you mention this need at the time of booking, informing us of the age and weight of the children. If you prefer, you can bring your own seat.

Can I book extras or additional equipment?

Subject to availability, it is possible to hire extra equipment, either when booking online or directly when collecting the vehicle: (i) Airport transfer, (ii) Wireless internet access (WIFI), (iii) Barbecue, (iv) Camping chairs, (v) Beach kit (1 sun hat + 2 beach towels), (vi) Child seat, (vii) Solar shower, (viii) Chemical toilet, (ix) Bathroom kit (cabin + chemical toilet + solar shower), (x) Roof rails, (xi) Paddle board, (xii) Bicycle rack, (xiii) Bicycle, (xiv) Camping tent (2 pax), (xv) Hammoc, (xvi) Leveling blocks, among others.

What cover is included in the rental protection plan?
All rentals include a "BASIC" protection plan with the following cover:

(i) Civil Liability (RC);
(ii) 24/7 Travel Assistance;
(iii) Collision Damage Protection (CDP) with a liability limit (normal deductible) of EUR 1,950.00 (one thousand nine hundred and fifty euros).


Can I take out additional cover?

Other protection plans can be contracted for an extra charge per rental day:

The "SUPER" Protection Plan, with a reduced excess limit - €900.00 (nine hundred euros), in addition to the cover provided in the "BASIC" plan, also allows the main driver to appoint another authorized person to drive the vehicle: Additional Driver (+1).

The "BEST" Protection Plan, with a minimum deductible limit of €450.00 (four hundred and fifty euros), in addition to the cover provided for in the "BASIC" plan, includes:
(i) Glass Cover - covers damage resulting from the isolated breakage of glass up to €1,000 (one thousand euros). This cover does not extend to headlights, rear-view mirrors, roofs or sunroofs, panels or windows made of synthetic materials,
(ii) Tyre Cover - covers the first accidental damage to a tire (puncture) and(iii) also allows the main driver to appoint up to 3 (three) people authorized to drive the vehicle: Additional Driver (+3).

Drivers under the age of 25 years are subject to different liability limits (maximum deductible):
(i) Basic Protection Plan - €2,400.00 (two thousand four hundred euros);
(ii) SUPER Protection Plan - €1,150.00 (one thousand one hundred and fifty euros);(iii) BEST Protection Plan - €750.00 (seven hundred and fifty euros).

Are pets allowed?
We are sorry, but animals are not accepted in our campervans.

TRAVEL

Can you help me with suggestions of the places to visit?
Of course we can! We have several suggestions for you, depending on the rental period. Our team is committed to making your road trip an unforgettable experience. From the beginning until the last day of your trip we will be available to give you all the support you need.

Do I have to stay at a campsite / caravan at night?
In Portugal, campervans overnight parking is only allowed on camping and caravan sites or in duly identified places, namely service areas.

These areas have, as a general rule, all the conditions for the supply of electric power, changing rooms and wastewater disposal areas.

Do you offer a list of recommended campsites?
In the list of tourist circuits we have prepared there are campsites where you can stay overnight. In any case, please do not hesitate to contact us if you have any questions or additional information.

Can I circulate with the campervan outside of Portugal?
You can move to any country in the E.U., Iceland, Norway and Switzerland.

What should I do if campervan has a problem during the journey?
If you notice any technical problems with the vehicle, in particular the warning lights on the vehicle's dashboard, you should immobilize it immediately and contact us or, if this is outside office hours, roadside assistance, which will tow the vehicle and transport people and goods if necessary.

In case of an accident, how should I proceed?
In the event of an accident, you should fill out the European Accident Statement (EAS) and call the authorities. Then you must report the occurrence to us and hand over all the documentation related to the accident.

How do I pay the tolls?
All our vehicles are equipped with a toll payment system which allows you to determine the amount of the toll by using a Via Verde 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 road infrastructure is used during its term. If the service is used, an administrative fee of €18.00 will be added to the amount of the tolls.