Direct Hire Policy
We want every trip to go smoothly. Life doesn't always go to plan — here's exactly how we handle the unexpected, fairly and transparently.
Last updated: April 2026
If you need to cancel your booking, the refund you receive depends on how much notice you give us. All refunds are returned to your original payment method within 5 business days.
| Notice Given | Refund |
|---|---|
| 30+ days before pick-up | 100% refund |
| 14–29 days before pick-up | 50% refund |
| 7–13 days before pick-up | 25% refund |
| Under 7 days before pick-up | No refund |
| No-show | No refund |
Early return: If you return the van before your agreed end date, unused nights are not refunded. This is because we've held those dates exclusively for you and may have turned away other bookings.
We take our commitment to you seriously. In the rare event that we need to cancel your booking — due to mechanical failure, accident, or unforeseen circumstances — we will:
100% of your hire fee returned to your original payment method within 5 business days — no deductions, no admin fees.
We'll notify you as soon as possible and do everything we can to minimise disruption to your travel plans.
We'll do our best to help you find an alternative — whether that's another vehicle or a different solution.
In the event of extraordinary circumstances beyond either party's control — including but not limited to natural disasters, government-declared travel restrictions, pandemic closures, or other force majeure events — we will work with you in good faith to find a fair resolution.
This may include a full refund, a date change at no extra cost, or a credit toward a future booking. Each situation will be assessed individually.
Bad weather: Cancellations due to weather generally fall under the standard cancellation policy above. However, in cases of extreme weather events (e.g. declared natural disasters, road closures), please contact us directly to discuss your options.
Bond Amount
$1,000
Held for the duration of your hire
When Collected
7 days before pick-up
Via bank transfer or PayID
When Released
Within 5 business days
After return and inspection
What It Covers
Damage & excess charges
Beyond fair wear and tear
The bond is fully refunded provided the van is returned in the same condition it was hired, with no damage beyond fair wear and tear, and with a full fuel tank.
Deposit
25% of total hire fee due at booking confirmation
Balance
Remaining 75% due 14 days before pick-up
Methods
Bank transfer, PayID — Stripe card payments coming soon
Our cancellation policy covers the hire fee, but it doesn't cover your other travel costs — flights, accommodation bookings, tours, or personal belongings. A comprehensive travel insurance policy can cover:
We don't endorse any specific provider — please do your own research to find a policy that suits your trip.
We're always happy to talk through any concerns before you book. Reach out via email or WhatsApp and we'll get back to you promptly.