RVnGO Protection Plan Terms - Guests

RVnGO Protection Plan Terms - Guests

What Guests Need to Know

Overview

RVnGO Protection Plans (“Plans”) are available to Guests who rent a motorhome or trailer (i.e. an “RV”) from a Host through the RVnGO Platform (“Platform”) and to Hosts who list RVs on the Platform.  While Guests can add additional protection add-ons to any rental Plan like roadside assistance, our Protection Plans generally include (i) externally arranged liability insurance, and (ii) a Damage Protection contract that sets out the Guests degree of responsibility to RVnGO for eligible exterior Damage and, in turn, the Host’s level of contractual reimbursement from RVnGO for eligible exterior damage (a “Damage Protection contract”) – Damage Protection contracts are not insurance, they are contractual arrangements between RVnGO and the relevant rental party; RVnGO is not an insurance company and does not directly offer insurance for Damage to an RV.  More specifically, the main components of most Protection Plans include:
  1. A Damage Protection contract between the Guest and RVnGO which limits the Guests out-of-pocket expenses for physical damage caused to the exterior of the Host’s RV during the trip. This is not insurance, it is a contractual limitation between the Guest and RVnGO that caps the Guest’s additional financial responsibility for eligible damage from US$10,000 up to US$200,000 in damage. For reservations originating in States requiring Physical Damage to be handled by a licensed carrier, RVnGO arranges such coverage using external insurance purchased by RVnGO, however this will not change the contractual responsibilities and obligations arising from Damage to a Host’s RV or a claim for reimbursement made towards it.  RVnGO also offers a Stationary Protection Plan for Stationary Rentals (i.e. Rentals where the unit is not moved but the Host drops off and picks up a unit at a fixed location – see Stationary Rentals for more info)
  2. Up to US $1,000,000 in third-party liability coverage provided by a third-party auto-liability carrier licensed in the United States for travel in the United States and Canada. All rentals through the RVnGO Platform must have an RVnGO Protection Plan in place.
BOTH HOSTS AND GUEST CHOOSE SEPARATE PROTECTION PLANS, and as a Guest the protection plan your Host chooses is completely separate from the Plan you select. Guest protection plans limit the Guest’s financial responsibility for physical, exterior damage to a Host’s RV during a rental. As a starting point, Guests renting through the Platform have full financial responsibility for any eligible exterior damage caused to the Host’s RV during a rental. However, our various Damage Protection Contracts place a limit on how much Guest’s must pay out-of-pocket towards that total damage cost. Upon selecting an RV to rent, Guests select a Physical Damage Contract which caps their maximum financial responsibility for eligible damage at either US$10,000, US$25,000, US$100,000 or US$200,000. However despite these maximums, Damage Protection contracts between RVnGO and a Guest can cap their level of responsibility for eligible damage depending on the Plan/Contract chosen. Physical Damage contracts allow Guests to cap their responsibility within their Plan’s maximum by requesting RVnGO to process a contractual reimbursement claim for physical damage to the Host’s vehicle. Upon such request, RVnGO will charge the Guest a ‘Reimbursement Deposit’ that, depending on the Plan chosen, ranges from US$1,500 to US$3,500. This will cap your out-of-pocket expense at the deposit amount plus any applicable fees (see Protection Plan Rates & Reimbursement Deposits and Fees below).

Eligibility

RVnGO Protection Plans cover travel throughout the United States and Canada only. Regardless of the Plan chosen, Protection begins when the rental is checked in and end when the rental is checked out, thus we require that Hosts hold valid registration and regular insurance that at least meets the minimum statutory requirements in the state the RV is located / registered, so that their RV is insured when it is not being rented. Vehicles which lack regular insurance are not eligible for rental on RVnGO’s platform and do not qualify for any Protection Plan. Additionally, RVnGO cannot provide Protection for RVs located/registered in the State of New York (although if you rent outside New York State and drive into New York State you are covered). We are working on a solution but as of now, if you are a host with an RV located in New York State, please contact us and we may be able arrange alternative protection for you and processing on our platform. For more information, contact us directly at protection@rvngo.com.

In order for the rental vehicle and the Guest/Driver renting it to be eligible for any Protection Plan, the following criteria must be met:
  1. the responsible Driver must meet the qualification criteria in ‘Qualifying the Driver’ below;
  2. the RV meets the eligibility criteria in theQualifying Your RV’ section below;
  3. the damage is eligible for protection and not excluded under the ‘Limitations on Protection’ section below, and
  4. the damage occurred during the Protection Plan’s rental period, the damaged RV is the same RV listed on the Plan / reservation and the VINs listed match the unit’s current registration.
Where a Protection Plan is found to be ineligible, RVnGO may decline a Host’s contractual reimbursement for purported damage under a Host’s Protection Plan where criteria (ii) or (iv) above are not met or any applicable violation by a Host of our Terms of Service occurs (a “Host Violation”). In such situations where a Protection Plan is rendered ineligible due to a Host’s violation of their obligations under these terms or our Terms of Service (as would be rendered by violations of criteria (ii) or (iv)), the Guest is not responsible for reimbursing the Host for damage caused during the Protection Plan period.  Similarly, where criteria (i) or (iii) above are not met, or where a Guest’s violation of their obligations under our Terms of Service occurs, RVnGO deems the Guests contractual limitation of financial responsibility void and inapplicable, making the Guest fully responsible for damage to the vehicle that is not the result of a Host Violation.

Protection Plan Rates and Reimbursement Deposits & Fees

Our damage protection plans cover travel throughout the United States (including New York) and Canada. Travel to Mexico is prohibited and will void a Guest’s contractual limitation under any Protection Plan. Protection only applies to transactions booked through the RVnGO platform and extends to the Guest (or the Primary Driver, if they are different than the Guest) and any additional drivers listed on the reservation on the applicable reservation page on our platform, provided the meet the Driver Qualification criteria below. The Guest pays the nightly Protection Plan rates of any plan chosen when they rent a Host’s RV, and this is automatically added to the reservation amount – Protection Plan rates depend on the type of RV, ranging from $70 a day for the largest Class A motor homes to $25 a day for trailers.

If there is a eligible damage¬ (i.e. not pre-existing or subject to any Limitations on Protection listed below), and the Guest has chosen a Protection Plan limiting their out-of-pocket responsibility for such damage, the Guest may elect for RVnGO to process a contractual reimbursement for eligible damage, in which case RVnGO will charge the Guest a ‘Reimbursement Deposit’, which ranges from $3,500 for Class A motor homes to $1,500 for trailers. Where additional, separate incidences of eligible damage occur during a rental, RVnGO may charge an Additional Accident Fee equal to or less than the applicable deposit amount. Where a driver engages in Reckless Use of the rented RV (see Reckless Use list below) and damage occurs during such operation, RVnGO may charge a Reckless Use Fee of up to $16,500 - $18,500 on top of the Reimbursement Deposit, depending on the Guest Plan chosen. The Total owed to RVnGO by the Guest in return for processing a contractual reimbursement is the Reimbursement Deposit and any applicable fees.

Qualifying the Host’s RV

Assuming your Host’s RV has current registration and regular insurance coverage (to insure it during non-rental periods) and it is kept in mechanically sound working order, it should be qualified for Protection.

Current Registration & Year-round insurance

To Qualify a Host’s RV for rental and/or Protection on our platform, we require – for every rental – that (i) the Host’s RV is also insured for non-rental periods with whatever RV insurance the Host deems appropriate, so long as it complies with the minimum statutory requirements imposed by the State the vehicle is registered in, (ii) the RV is properly licensed with current registration, and (iii) the RV is kept in mechanically sound working order. IF YOUR VEHICLE HAS MECHANICAL ISSUES (INCL. TIRES AND WHEELS) THAT MAKE IT MECHANICALLY UNSOUND OR INOPERABLE DURING THE FIRST 24 HOURS OF THE TRIP, THE HOST FINANCIALLY RESPONSIBLE FOR RETURNING THE VEHICLE SHOULD THE GUEST ELECT TO END THE RENTAL EARLY.

Qualifying the Driver

As part of the on-boarding and user sign up process, you as the Guest on the rental are required to upload a picture of a valid Driver's License for yourself and each additional driver on the reservation to your RVnGO.com Reservation page. To be deemed valid, a driver's license must meet all the following requirements:
  1. Must match the name and likeness of yourself or an additional driver, if listed on the reservation
  2. Must not be expired as of the date your rental departs
  3. Must be a full drivers license and not a learners or restricted license
  4. Drivers must be between the ages of 25 and 70 years old, as of the date your rental departs
  5. Must be issued in one of the following geographies:
    1. United States
    2. Canada
    3. Western Europe – i.e. Austria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands and Switzerland
    4. United Kingdom - i.e. England, Scotland, Wales and Northern Ireland.
    5. Australia
    6. New Zealand
TO BE ELIGIBLE FOR A PROTECTION PLAN AND THE ABILITY TO REQUEST RVNGO PROCESS A REIMBURSEMENT FOR DAMAGE UNDER ONE, ALL DRIVERS ON A RESERVATION MUST UPLOAD THEIR DRIVERS LICENSE TO THEIR RVNGO.COM RESERVATION PAGE AND COMPLETE THE ID VERIFICATION PROCESS, SO THAT THEIR ID IS MARKED AS ‘VERIFIED’ IN THE RESERVATION PORTAL. THIS VERIFICATION PROCESS ONLY CONFIRMS THAT THE LICENSE HAS BEEN VALIDLY ISSUED, BUT HOSTS AND GUESTS MUST STILL ENSURE THAT ALL REQUIREMENTS IN THIS SECTION ARE MET. RVNGO RESERVES THE RIGHT TO DENY CONTRACTUAL PROTECTION TO ANY DRIVERS WHOSE LICENSE WAS NOT VERIFIED PRIOR TO DEPARTING ON THEIR RENTAL, OR WHO DOES NOT MEET THE ABOVE CONDITIONS. At check-in we require that the Host physically checks the Drivers Licenses of the Guest and all additional drivers on the reservation by confirming that the name matches the Guest name on the reservation and the picture has a likeness to the person standing before them (together with the same for each additional driver).  Additionally, we require that Hosts take photos of the Driver's License(s) for the Guest and each additional Driver and retain them for our Damage Protection records.

In addition to the above requirements, the following drivers are excluded from coverage by us (and from renting an RV through our platform, per our Terms of Service available here):
  1. Drivers who in last three years (prior to rental date) have been convicted of a driving while intoxicated (DWI) violation or a driving under the influence (DWI) violation.
  2. Drivers who in the last three years (prior to rental date) have been guilty of more than one of the following:
    1. Manslaughter or negligent homicide,
    2. Felony involving a motor vehicle,
    3. Racing or engaged in a speed contest,
    4. Hit and run,
    5. Reckless driving,
    6. License suspended for points,
    7. Driving while license suspended,
    8. Fleeing or eluding arrest,
    9. Having multiple driver's licenses that have not been uploaded and disclosed to RVnGO, or
    10. Being at fault for an accident.
DRIVERS WHO DO NOT HOLD A VALID LICENSE ISSUED IN CANADA, THE U.S., WESTERN EUROPE, THE U.K., AUSTRALIA OR NEW ZEALAND MAY NOT BE ELIGIBLE FOR PROTECTION AND MAY THUS BE HELD 100% LIABLE FOR ANY DAMAGE TO THE VEHICLE.  DRIVERS WHO DO NOT HOLD A VALID LICENSE FROM THESE PERMITTED GEOGRAPHIES MUST EMAIL SUPPORT@RVNGO.COM (WITH PROTECTON@RVNGO.COM CC’D) REQUESTING PERMISSION TO ACT AS A DRIVER ON ANY RENTAL PRIOR TO ITS DEPARTURE AND, IN RESPONSE, MUST RECEIVE WRITTEN AUTHORIZATION FROM RVNGO PRIOR TO THE RENTAL TO BE FULLY COVERED OR PERMITTED AS A DRIVER

Limitations on Protection

RVnGO’s Guest Protection Plans allocate financial responsibility between you as the Guest and RVnGO, up to the Physical Damage Limit chosen in your Damage Contract or the RV’s cash value (the depreciated replacement value), whichever is lower, for eligible exterior damage to the rented RV and includes up to US $1,000,000 in Auto-Liability Coverage provided by a third-party auto liability carrier licensed in the United States for travel in the United States and Canada.


THAT BEING SAID, THE FOLLOWING DAMAGES TO THE RECREATIONAL VEHICLE ARE EXCLUDED FROM PROTECTION AND DO NOT FALL UNDER THE SCOPE OF ‘ELIGIBLE DAMAGES’ THAT YOU, AS A GUEST, ARE RESPONSIBLE UNDER THE TERMS OF YOUR PROTECTION PLAN:

  • Pre-existing damage – Under the Rules of our Guest Protection Plans, Guests are not responsible for pre-existing damage present on the Host’s RV at the time their rental began. To avoid disputes over whether any damage was pre-existing, Hosts must make sure they document any pre-existing damage to the RVs interior or exterior by submitting photographs of all four sides of the vehicle, all bumpers, its undercarriage and the roof (including photos showing the outer surface of the roof and any fixtures protruding from the roof such as an air conditioner) and the RVs interior (including all appliances and fixtures) prior to leaving on your trip. Photos should be taken regardless of if damage is present. Such photos will be important to RVnGOs determination of whether you may limit your out-of-pocket expenses for damage. As such, for any areas where pre-existing damage does exist, it is very important that you document the damage by filling in the ‘Check-in List’ in the Check-In section of your RVnGO.com Reservation page and photograph the damage thoroughly. Photographs can be uploaded to the ‘Check-In Images’ section of your RVnGO.com Reservation page, or where you are unable to upload photos due to network connectivity or technical issues you should save those photos for future reference in the event your Host submits a claim for damages at the conclusion of your rental. For more information on How to Check In, including photos of any pre-existing damage, please see here.
    • NOTE: photos of any pre-existing damage must be taken on or before the check-in date, and in any event cannot be older than 48 hours before the check-in date. Photos taken after check-in are not admissible as pre-existing damage photos. Photos must be original, untampered photos and cannot be screenshots.
  • Normal Wear and Tear, freezing, mechanical or electrical breakdown,
  • Any water or mold damage,
  • Any interior damage
  • Flat Tires unless they are damaged in a covered accident or are stolen,
  • Chipped or cracked Windshields
  • Wearing apparel, personal effects or other personal property carried in the RV,
  • Damage from nuclear radiation or contamination, 
  • Any damage where the RV was rented to attend a music festival, including during transportation to and from, and during attendance,
  • Any cleaning costs before or after a rental unless these costs arise from an insured peril (accident, theft fire for instance),
  • Any downtime, loss of use or any other business related loss or expense,
  • Intentional Damage or Vandalism (see proceeding section)
  • Reckless use (see proceeding section)
  • Other limitations may apply, see the Policy for a definitive list.

Reckless Use Policy

Any time a Guest / Driver engages in Reckless Use of the rented RV, RVnGO may (i) void their contractual ability to limit responsibility for any physical damage to a Host’s RV, making them fully financially responsible, up to the maximum dictated by their Plan, for eligible exterior damage (ii) charge the Guest a Reckless Use fee of up to $16,500-$18,500 depending on the Protection Plan chosen, or (iii) temporarily or permanently suspend your use of the Platform.

RECKLESS USE INCLUDES ANY OF THE FOLLOWING:
  1. any time a driver backs up a vehicle, parks a vehicle, drives, or pulls into, through under or out of structures with overhead awnings, signs, gas stations, camping spots or other areas with overhanging trees or branches without using a spotter, whose presence is documented by them filming the given action
    1. ANY TIME A DRIVER BACKS UP OR PARKS THE VEHICLE, THEY MUST USE A SPOTTER TO WARN THEM OF ANY OBSTACLES BEHIND OR AROUND THE VEHICLE.
    2. ALL SPOTTERS MUST RECORD VIDEO OF THE VEHICLE BACKING UP OR PARKING EVERY TIME THEY ARE SPOTTING, AS VIDEO EVIDENCE IS REQUIRED TO ESTABLISH THE PRESENCE OF A SPOTTER WHEN BACKING UP A VEHICLE
      1. NOTE: Accommodation can be made for Guests travelling alone without a passenger capable of acting as spotter or where no passengers possess a smartphone or video recording device capable of recording potential reckless use, however, to prevent the determination of 'reckless use' such Guests must notify RVnGO via email at protection@rvngo.com. highlighting either their (i) lack of a passenger capable of acting as a spotter, or (ii) their lack of equipment to record spotter video prior to, or on the day of, their rental departing.
    3. any time a driver drives into or through a structure whose height is below the recreational vehicle’s total height (i.e. height from road to roof plus any peripherals protruding from the roof such as an AC unit)
      1. DRIVERS SHOULD AT ALL TIMES BE AWARE OF THEIR VEHICLES' HEIGHT, INCLUDING ANY FIXTURES PROTRUDING ABOVE THE EDGE OF THE ROOF (SUCH AS AIR CONDITIONERS)
      2. ANY DAMAGE TO THE ROOF INCURRED BY DRIVING INTO A STRUCTURE THAT IS LOWER THAN THIS HEIGHT, SUCH AS A TUNNEL, A SIGN, A GAS STATION AWNING OR A TREE LIMB IS CONSIDERED RECKLESS USE.
    4. Any time a driver refuels the RV or pulls into or out of a gas station without a Spotter
      1. WHEN REFUELLING THE RECREATIONAL VEHICLE, DRIVERS SHOULD USE A SPOTTER WHO RECORDS VIDEO OF THE VEHICLE DRIVING INTO AND OUT OF THE GAS STATION, AS SUCH RECORDINGS MAY BE NECESSARY TO OFFSET THE ASSUMPTION OF RECKLESS USE
    5. whenever a driver leaves a canopy/awning open during windy weather or drives, at any speed, with the canopy/awning still open.

Prohibited Uses and Actions

The following uses of the rented recreational vehicle are prohibited and if engaged in by the Guest or any additional drivers listed on your rental, you – the Guest listed on the Plan/rental –  will be 100% responsible for any damages caused by prohibited usage,  by voiding any limit  on financial responsibility dictated by the Guest Protection Plan chosen, and in certain situations may be subject to prosecution and criminal sanction.
  • Travel outside of the United States or Canada,
  • Travel to Mexico,
  • Obtaining a Protection Plan or Physical Damage Contract from RVnGO through false pretenses, including without limit not answering honestly our driver qualification questions or using a false or altered drivers license,
  • Storm chasing or observing natural weather phenomena, or otherwise intentionally going into a dangerous area or natural disaster,
  • Used in a race or speed contest,
  • Used for livery purposes to carry passengers for consideration (for pay or hire),
  • Used for musical band touring,
  • Used in connection with any illicit trade or transportation,
  • Used for the transport of goods or cargo for consideration (for pay or hire),
  • Voluntarily parting with title or possession improperly, whether or not induced to do so by any fraudulent scheme, trick, device or false pretense, 
  • The wrongful conversion, embezzlement or secretion by an instrument, whether written or verbal, or
  • Backing up, parking or pulling into, through, under and out of structures with overhead awnings or signs, gas stations, camping spots and other areas with overhanging trees or branches without a Spotter who video records the vehicle doing so to establish the Spotter’s presence – this is deemed reckless use.

Guest Obligations:

We can't be there when you check-in and check-out your RV, so for our damage protection to work there are a few things we need you to do and understand – your cooperation is greatly appreciated. Firstly, by renting an RV through RVnGO you are subject to these Protection Plan Terms, which make you as the Guest responsible for paying the Reimbursement Deposit plus any applicable fees (including Reckless Use Fees and Additional Accident Fees)  associated with the processing of a damage reimbursement request. This applies to the Guest listed on the reservation/Plan in the event of any damage incurred during your rental period, regardless of whether it was you or one of your additional drivers driving the vehicle at the time.  In certain circumstances, you will be responsible for paying the full extent of all damages (typically reckless or intentional or illegal acts, as described above). You are also responsible for being honest with us and providing us with a true copy of your driver's license (and the same for all additional drivers on your rental) and in declaring your past driving offences honestly, all of which are required to qualify for our Protection Plans.

With that in mind, please be sure to do the following:
  • USE A SPOTTER WHEN PARKING, BACKING UP, DRIVING INTO, THROUGH, UNDER AND OUT OF STRUCTURES WITH OVERHEAD AWNINGS OR SIGNS, GAS STATIONS, CAMPING SPOTS AND OTHER AREAS WITH OVERHANGING TREES OR BRANCHES.
    • Doing so without a spotter is considered reckless use
  • Ensure your spotter video records all instances of any above activity which may be considered reckless use in the Spotter’s absence.
  • Save and provide the contact details of any person who was acting as a spotter while claimed damages occurred, as well as the spotter video they recorded of the incident - if Guests cannot produce a spotter video then it is the Guests responsibility to provide accurate contact details of the spotter so that RVnGO may get in contact with them to take a statement. Where no video and contact details for said spotter are made available, the presumption of Reckless Use remains in place and you will be responsible for any applicable fees associated with that determination.
  • Inspect all four sides of the vehicles exterior, all bumpers, its undercarriage and the roof (and any fixtures protruding from the roof such as an air conditioner) for any pre-existing damage. Also inspect the RVs interior, including lal appliances and fixtures. Where pre-existing damage is present, you should document such damage by filling in a description of it in the ‘Check-in List’, found in the Check-In section of your RVnGO.com Reservation page. For more information on How to Check In, including photos of any pre-existing damage, please see here
  • Inspect the vehicle’s interior for any pre-existing damage to the interior – including blinds, furniture, fixings and appliances – and document and photograph this damage in the same fashion as any pre-existing exterior damage as above. While your RVnGO protection does not extend to interior damage incurred during the rental (unless it is the result of an insurable accident where it is caused by exterior damage or an insurable risk like fire), your Host may charge a ‘Security Deposit’ on their RV which is separate from your insurance deductible but may be withheld by the Host in the event interior damage is claimed to have occurred during your rental.
    • While RVnGO may assist you by mediating between Guest and Host in instances where the Guest feels their security deposit has been wrongfully withheld by the Host, RVnGO is under no obligation to compensate either party for any Security Deposit amount disputed - the Security Deposit is an agreement between Guest and Host exclusively.
  • On check-in you go through the check-in process online, DAMAGE PROTECTION WILL ONLY ATTACH AND BE IN EFFECT ONCE THE VEHICLE IS CHECKED IN AND THE REQUIRED FIELDS ARE COMPLETED.
  • On check-out, list and document (upload photos) of any new damage caused during the rental,
  • You protect the salvage value or otherwise mitigate damage.
  • If we pay out a damage reimbursement to you, you assign your interest in the claim and subrogate to RVnGO and our agents so that we may pursue indemnification.

These guidelines are subject to the Damage Contract and Protection Plan policies within our Terms of Service (available here). These Terms of Service constitute the sole and entire agreement between you and RVnGO regarding the Website and supersede all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral, regarding the Website. These Terms and policies are paramount and if there is any discrepancy, they shall govern and be definitive. For more information, please contact us at protection@rvngo.com.


Cooperation with RVnGO in case of Claim

If you are a Guest, you understand that RVnGO on it's own behalf or as agent for it's insurance carriers and or the Host and/or it's insurance carriers, or the Host and/or their insurance carriers may wish to make a claim under your automotive, homeowner's, renter's or other insurance policy related to any damage or loss that you may have caused or been responsible for or to an RV or any personal or other property. You agree to cooperate with and assist such party in good faith, and to provide RVnGO with such information as may be reasonably requested by such party, in order to make a claim under your automotive, homeowner's, renter's or other insurance policy, including, but not limited to, executing documents and taking such further acts as such party may reasonably request to assist in accomplishing the foregoing. If a Guest responsible for damage disputes or attempts to undo their reimbursement deposit payment via their banking or financial institution may be deemed to have violated the above terms and, in certain circumstances, established an intention to defraud and RVnGO reserves the right to hold them fully responsible for all damage. If you feel that you have been wrongfully held responsible for damage that occurred during a trip, you must dispute the matter with RVnGO during this statement process or the wider claim investigation process. If you would like to dispute a claim currently open, please email protection@rvngo.com with your Reservation number in the subject.