Family RV’s Policies & Conditions

1. Rental Payment: If reservation is made within 30 days of departure date, the total rental payment is due at time of reservation. If the reservation is made outside of 30 days, a reservation down payment of $1000.00 will be due for Class C, and travel trailers. $1500.00 will be due for Class A gas models and $2000.00 for Class A Diesel models.  The balance of the rental is due 30 days prior to the departure date. If paying by check, check must be received 4 weeks prior to departure date, returned checks by the bank are subject to fees in addition to amount of check.

1a.  Labor Day/Burning Man Rentals: All rentals booked with the rental dates of 8/20 – 9/10 will have a $2000.00 security deposit for any type of rental unit. If cancellation insurance was purchased and rental dates are between 8/20 – 9/10, renter has up to 30 days prior to the departure date to cancel and forfeit the $200.00. If within 30 days of departure date and renter cancels, renter forfeits full rental payment. There is a 7 night minimum for rentals booked 8/20 – 9/10.
2. Cancellation Fee: All cancellations need to be submitted in writing to info@familyrv.com. If the rental is canceled from the time the reservation is made, or up until 30 days prior to departure date, renter forfeits 50% of the down payment. If the rental is canceled within 30 days of the departure date, is a no show, or does not pick up the rental within the pick up times allowed, there will be no refund.  Cancellation insurance is available at a cost of $200.00 per contract and must be purchased at time of the initial reservation. The cancellation insurance allows you to cancel up to 72 hours before departure and only forfeit the $200.00. This does not apply to bookings with rental dates of 8/20 – 9/10 (see 1a).   If the cancellation is made within 72 hours of the departure date, there will be no refund. If renter cancels because their insurance company will not cover the Motor home, cancellation fees still apply.
3. Rental Floor Plans: Reservations are made by floor plan only, not by year, make, unit number, or color. Family RV reserves the right to substitute vehicles of similar, older, newer, smaller, or larger grade. Should a smaller floor plan be offered, liability will be limited to refund of price differential between model paid for and model taken.
4. Contract Changes:  Renter can change rental dates once if change is made 30 days in advance of rental pick up date, excluding rental bookings with rental dates from 8/20 – 9/10. No refunds will be given on days that were originally booked, then shortened. Rescheduled dates must be within the same calendar year,  if original booked dates were summer rates, the summer rates will apply if rescheduled dates are in the winter. Name or credit card changes are not allowed on a already booked reservation.
5. Delivery / Pick up costs: If you are renting the RV for 30 days or longer or for a business event, and would like Family RV to deliver and pick-up the rental vehicle to you, a charge of $85.00 per hour with a 2-hour minimum will be charged
6. Preparation Fee: Prep fee includes a complete walk through and instruction of the RV, instructional video, a Rental Assistance Guide, a full tank of propane, sanitation chemicals, and the emptying of all holding tanks upon return. Prep fees are as follows: Class C $125.00, Class A Gas $150.00, Class A Diesel $200.00,  and Trailers $125.00. If the DVD and rental guide are not returned, a replacement fee of $50 will be charged. Fresh water tank will not be filled.
7. RV Rental Pick Up & Return Times: Your RV rental pick up times are between 2pm - 4pm (Monday – Saturday) based on vehicle readiness.  The check out and check in process can take up to 2 hours each - please allow yourself enough time. Family RV has up till 5pm to complete the check out. If you would like to leave a personal vehicle on out lot while you are on your trip, you can do so for $10.00 per day per vehicle per contract.  Early pick up times may be pre-arranged 2 days before pick up date (subject to vehicle readiness) as follows:
· Early morning pick up between 10:00 am - 12:00 pm - $45.00 fee.
· Early afternoon pick up between 12:00 pm - 2:00 pm - $30.00 fee.
Return time is between 9am - 11:00 am (Monday – Saturday) There are No pick up’s or returns on Sunday’s or major holidays. There are no refunds for early returns. The RV must be returned clean inside and out and full of fuel before returning. If the RV is not returned clean inside and out and full of fuel, a $50 per hour cleaning fee (1hr minimum for exterior) will be charged, fuel will be billed at the prevailing rate. Renter must pick up & drop off the rental vehicle him or herself. No Exceptions! If renter plans on towing behind the Motor home or wants to bring their own bike rack, renter must contact the Rental department prior to picking up the Motor home to make arrangements and have the hitch lock removed. Renter's bike rack must fit in the receiver, if not, renter will need to rent a bike rack at $50 per trip. Renter must bring their bike rack when picking up the RV rental, if not, the hitch lock will not be removed. No free miles will be given when towing.
8. Travel Areas: Travel is not recommended in the summer months (July & August) in the desert areas (i.e. Death Valley) due to overheating, which may cause tire damage, engine failure and other problems. If a problem occurs you will be responsible to pay for any damage caused and any loss of revenue while the vehicle is being repaired. If you are traveling to an elevation of 2500 feet or more you may encounter troubles with the operation of the generator. If this occurs we suggest you hook up to 110 volts to operate the 110 volt appliances. If the generator malfunctions due to elevation please do not use or try to adjust the generator. No compensation will be made for generator malfunction. During the winter months we do not recommend that you travel to or through snow areas, use snow chains, or travel where the weather is below freezing. Tire chains can damage tires if not properly installed and the holding tanks may freeze and burst, the renter will be responsible to pay for any damages caused and any loss of revenue until the rental vehicle can be rented again.
9. On Road Concerns: If you experience mechanical problems or have equipment operation questions you should refer to the Rental Assistance Guide provided to you at the time of departure. If the problem persists or you have concerns, please call us at 408-365-1991. Please be sure to bring a cell phone on your trip. We cannot assist you if you do not call us for assistance. If you are not in a area that has cell phone reception, you will need to get to an area where you can call us for assistance, or use a landline. Renter must call Family RV for assistance to help with all concerns and mechanical concerns. No reimbursement for out of pocket expenses will be paid to renter unless prior authorization has been given by a manager from Family RV and receipts of repairs are given to Family RV on return. If renter is at fault for any damage, or mechanical failure, renter will be responsible for all rentals, repairs, and any loss of future rental income. Renter is responsible for checking the engine oil, fluids, and coolant levels at each refueling. Renter may be held responsible for mechanical damage due to negligence in vehicle operation or failure to provide normal maintenance. Renter is responsible to change the engine oil for every 5,000 miles that they travel. Renter must provide Family RV with the oil change receipts upon their return if they traveled 5,000 miles are more, if renter did not have the engine oil changed, the renter will be charged accordingly to have the oil change done on the vehicle. If the stove, oven, bathroom, refrigerator, freezer, or heater malfunction and were not useable and it was not caused by the renter, you may be reimbursed up to $5.00 per day at the Managers discretion. Please note: Although these vehicles are maintain regularly, the Motor home is like a house in an earthquake so we recommend that you bring a tool kit with a 12 volt test light, tape, fuses, cell phone, and a cooler. Having these items with you can ensure a safe and trouble free trip.
10. Smoking and Pet Policy: There is No Smoking in any of the motor homes. If the Motor home returns with a smoke odor, renter will be charged additional fees to remove the smoke odor from the Motor home. Costs will vary but could be up to $500.00. Pets are allowed in the Motor home as long as the Motor home is returned the same way renter received it, free of pet hair and pet odor. If cleaning is needed to remove pet hair and pet odor, the rental contract will be charged accordingly. Costs will vary.
11. Renter Damage: If the RV is returned with damage while the RV was in possession of the renter, renter is responsible to pay all damage costs whether the renter was at fault or not or if damage was caused by acts of nature (Wind, rain, earthquake, fire, flood, etc). If an accident occurs, renter is responsible for obtaining a police report, contacting their insurance company and contacting a rental agent at Family RV immediately at (408) 365-1991. Renters with an insurance endorsement will need to go through their insurance company for reimbursement. If damage amounts are substantial and a claim must be submitted, and renter is responsible for any and all damages, loss of revenue, or additional expenses not covered by insurance. Check in time may take up 2 hours for damage estimating, please allow yourself enough time. Family RV will estimate the damage and expedite the repairs.
12. Insurance for Motor homes: Rental insurance is added (peak months May - September) to all RV rental contracts at $9.95 per day and has a $5,000.00 deductible, this is a secondary insurance which makes renters insurance primary so renter must still obtain an insurance binder from their insurance company. If the renter cannot obtain an insurance binder from their own auto insurance company, renter can upgrade the insurance to make Family RV the primary insurance. Family RV’s upgrade primary insurance is $29.95 per day. Deductibles with the upgrade primary insurance are $1000.00 (class C), $1500.00 (class A gas), and $2000.00 (class A diesel) per occurrence. During the non peak months (October-April) renter will need to contact a rental agent to see which vehicles have insurance that can be purchased. To purchase Family RV's insurance renter must be 27 years of age or older and have a valid drivers license ** See #25 for coverage description.  It is the renter's responsibility to contact their insurance company for a binder and to give the insurance company the information on the vehicle they are renting. The vehicle information must be on the form as the insured vehicle that the agent faxes over. Renter must call Family RV before their departure to acknowledge receipt of the binder. The renter cannot leave with the rental vehicle unless the insurance binder has been received and is acceptable to Family RV. 
13. Appliances: The A/C, TV/AV equipment, Generator, Awning, Cruise Control, Radio, Microwave etc. are convenience items. If any malfunctions should occur with any of these items, no compensation will be made to the renter. For assistance, renters are advised to consult the Renter Assistance Guide in the RV. If any concerns, please call Family RV at 408-365-1991.
14. Tires: Tires are the responsibility of the renter. In the event of a tire failure the renter is responsible for having the tire replaced with the same type and bringing back the original tire to Family RV along with a receipt for the new tire. Renter should not change the tire him/herself, renter should have a qualified service company change the tire.
15. Dry Camping is not advised: When the renter is "Dry Camping" (not connected to an external power source), problems will most likely arise due to a low battery or failure. It may help to start your engine and let it run for a minimum of 15 to 20 minutes several times a day or until the battery is charged. The battery will continue to become low until renter is connected to a external power source. Family RV is not responsible for the battery being low or any appliance or vehicle malfunctions of the vehicle due to dry camping, NO reimbursements will be given for "Dry Camping Malfunctions".
16. Early Returns / Extending Rental Dates: Renter is responsible for looking over the rental contract to ensure that all rentals costs and rental dates are correct before they leave on their rental. If renter wishes to extend their rental dates, renter must call Family RV at 408-365-1991 for approval. There are NO refunds for early returns. If renter does not return on their scheduled return date and has not called Family RV for approval to extend, renter will be charged additional rental day (s), inconvenience fees, or loss of revenue whichever is greater.
17. Parking/Traffic Violations: Renter is responsible for reporting and payment of all parking/traffic violations at rental return. Non- reporting of parking/traffic violations breaches the Rental Contract and may result in an administrative charge of up to $100 in addition to the fines.
18. Late Pick Ups: No refunds will be given for late pick ups (after 4pm), no shows, or early returns.
19. Generator: Renter will receive 2 hours free per day of generator usage, and $3.00 per hour thereafter. No refunds will be given on unused generator hours.
20. Security Deposit: The security deposit is refunded (if returned with no damage, clean in/out, full of gas, no amounts owing) 7 business days after return of vehicle if paid by credit card or cash, 21 days from return if paid by check. If the rental was returned with damage, renter’s security deposit will be held until the renter’s insurance company has paid for the damages. Any deductible or amounts not paid by the insurance company will be deducted from the renter’s security deposit.
21. Additional Drivers: Renter(s) whose names appear on rental contract are the only authorized drivers to drive the Motor home. If renter wishes to have 1 additional driver drive the Motor home, and the rental is 7 days or longer, the renter must contact Family RV for approval prior to their rental pick up date. If approved, the additional driver must obtain an insurance endorsement from their insurance company and provide it to Family RV prior to picking up. All Family RV's policies and conditions apply to additional drivers. Renter is responsible to pay a $25.00 fee for the additional authorized driver per contract (1 additional driver max). The additional driver needs to pay the specified security deposit in addition to the primary renter’s security deposit. The renter (Name on contract) is responsible for all rental costs and any and all damages. Additional drivers are not allowed on rental dates between 8/20 – 9/10.
22. Responsibility of Damage and Loss: Renter is responsible for the following:

• All damage to the rented vehicle
• Loss of use of the rented vehicle while it is being repaired
• Diminution of the vehicle’s value caused by damage to it or repair of it (Not covered by insurance). The diminution in value charge is 2% the value of the rented vehicle.
• Missing equipment
• Our administration fees connected with any damage claims, regardless whether or not renter is at fault. Ranges from $0 to $150 (Cal. Civil Code 1936 (b) (6)).
• Theft and vandalism
• Renter must report all accidents and/or damage within 6 hours of the occurrence. Renter agrees to pay such damage costs from credit sources listed in renters rental contract, and resume all responsibility to submit accident reports and claims to the proper authorities.

23. Fuel: All of the RV fuel tanks are full before departure (unless otherwise noted) and is to be returned in the same condition. A nominal refueling charge will be applied if coach is less than full.  No warranties are made regarding the fuel tank capacity or fuel mileage. We assume no liability for fuel consumption rates. All gasoline, diesel, or refueling during the trip is at renters expense.
24. Check out of rented RV: Renter will be given a walk through of their rented RV on their pick up day. It is the renters responsibility to ensure that they understand all functions of the RV before departing, and to mark down all pre-existing damages on the check out sheet. If renter has any questions or concerns with the rental unit prior to departing Family RV’s lot, renter must inform the rental department so that the concerns or questions can be addressed before departure.

25. Family RV Primary Insurance coverage description:

Coverage – Family RV primary insurance provides coverage to the rented vehicles where the renter has purchased the primary coverage through Family RV. The primary insurance coverage purchased extends to the rented vehicle, providing renter is in compliance with all of the terms and conditions of the rental contract.

• Family RV’s Motor home Primary Insurance insures the rented motor home for comprehensive, collision, and liability with state statutory limits of liability 15/30/5 less the deductible. Exclusions of coverage are noted on the rental contract.

      X______________________________________________________ Date: ____________ Contract #________________
          Signature acknowledges and agrees with Family RV’s policies and conditions

 X_______________________________________ Date: ____________ Contract #________________

                  Signature acknowledges and agrees with Family RV’s policies and conditions