What are first steps if I damage something in the RV?
If damages occur, please contact the owner immediately. You can also email support@outdoorsy.com to get the claims process started for your owner.
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customer service
What happens when a rental request changes mid-flight?
First things first. Get in touch with our Customer Support Team since we need to know about date changes for insurance reasons. Reach out via live chat (located in the lower right-hand corner of the site), or email support@outdoorsy.co. Avoid making any change to the reservation yourself; the support team can typically make a quick…
If the RV is returned to me damaged, then what?
Take photos and detailed notes of the damage as soon as the RV is returned. If the damage is less than their security deposit, withhnew the necessary amount from the deposit. Reach out to Outdoorsy support via live chat (in the lower right corner of the site) or email support@outdoorsy.co. If damage exceeds the deductible…
How do I manage my security deposit (especially if I need to charge my renter after their trip)?
Above all, it’s important to be communicative and transparent with your renter so they know exactly what’s happening with their deposit. Here are your options: Hold entire security deposit: This gives you time to estimate the charges needed upon return. Claim entire security deposit: If charges exceed the security deposit amount, be sure to select…
What steps do I take when a renter requests a date change after they’ve paid?
First things first. Get in touch with our Customer Support Team since we need to know about date changes for insurance reasons. Reach out via live chat (located in the lower right-hand corner of the site), or email support@outdoorsy.co. If you need to adjust the price as well as dates, our support team can help…
What does “vehicle certification” mean, exactly?
As a lister on Outdoorsy, you agree to have your tires inspected before each reservation. You also agree to inspect your electrical systems, LP Gas system, appliances and brakes once every three months. You agree that your tires will be maintained to a fifty percent (50%) tread-wear life or greater for your vehicle to remain…
What happens if I cause minor damage to the vehicle?
Once you pick up the rental, you’re responsible for any damage that occurs during the rental period. Outdoorsy provides both $1M liability insurance and up to $250,000 comprehensive and collision coverage to protect you during the rental. But this doesn’t cover certain things like interior damage NOT caused in a collision. (Make sure you are…
What is the demand for rentals in my area?
This varies depending on the type of vehicle and the location, price and season. Feel free to reach out to our support team with this information, and they can help provide some information specific to your region.
What happens if things go wrong?
Our renters and owners are careful and conscientious, but let’s not kid ourselves, accidents happen. Any accidental damage should be documented and reported by email to claims@outdoorsy.com within 48 hours of an incident, or upon receipt of a damaged RV. We’ll need a completed owner’s claim form, photos of the damage, the RV return form…
My RV broke down while they were driving it. What can I do?
Nothing stinks quite like a broken-down vehicle during a road trip (okay, maybe roadkill). Luckily, Outdoorsy provides all renters with the option to purchase roadside assistance, something that will give both you and your renters peace of mind. But if your renters opted out of that add-on, be prepared to help them through the process…
How long will it take to get booking requests once I list?
This varies depending on the type of vehicle and the location, price and season. Feel free to reach out to our support team with this information, and they can help provide some information specific to your region.
My renters want to extend their rental request mid-trip, what do I do?
If your renters change their request during their trip, you have the right to decline, especially if you have a booking coming up soon. But if you decide to honor the request (good on you!), contact us here at Outdoorsy before doing anything else. We can help you adjust the insurance and payment details and…
I need to file a claim
Please refer to the insurance section of our FAQs for full details on the insurance claims process.
What if I need to charge more for overages beyond the amount of the security deposit?
This is one for the Outdoorsy support team. You’ll need documentation of all the additional charges, including the signed RV Return Form. Go to your Outdoorsy dashboard and select “Manage Security Deposit” on the specific booking to claim the full security deposit. Then reach out to Outdoorsy support via phone, chat or email and let…
How do I book a vehicle?
Just key your desired dates and location into the search field on Outdoorsy.com to discover a host of awesome RVs. If you like a listing, click “Request Booking”, and the owner will approve or deny your request. When approved, you’ll be prompted to pay the reservation deposit. You can also add Outdoorsy roadside assistance at…
How do refunds work?
If a refund is due because of a cancellation of a booking by either the renter or owner, this will automatically happen once the rental is processed in line with the reservations cancellation policy the refund is immediately released back to the renter’s credit card on file. If the refund is due to negotiations between…
Customer Support Team
The Outdoorsy Customer Support Team is our team based in California and Canada who are available to help deliver timely, empathetic help to all our RV owners and renters on the platform. This team answers and respond to every phone call and message and finds solutions when you need it most. Got a question? They’re…
Can I extend my trip?
Yes, but both parties have to agree. If the owner is open to it, send a short note to them through the Outdoorsy platform to confirm the change. Then contact our support team at support@outdoorsy.com or (415) 930-4841 with your booking ID and let us know the new dates. Once we have confirmation from the…
Can I shorten my trip?
Yes, however refunds are determined by the owner, so please contact them directly. The Outdoorsy support team can’t process any refund without the authorization of the owner, unless it’s due to extenuating circumstances (e.g. a vehicle not being in rentable condition, intentionally misleading information, etc.).