Owner Cancellation Policy
RVshare Owner and Fleet Cancellation Policy
Last Updated: July 29, 2024
If Owner must cancel a reservation, the Owner shall: (a) contact the Renter as soon as reasonably possible to inform the Renter of the cancellation, and (b) cancel the reservation within their owner dashboard (including providing all requested information related to such cancellation). RVshare, in its sole and absolute discretion, will evaluate all cancellations in order to determine whether a Cancellation Fee will be imposed.
Owners may cancel reservations without liability for Extenuating Circumstances (as defined below). In determining whether the Cancellation Fees (as defined below) should be waived due to an Extenuating Circumstance, we may consider relevant factors including how timely the owner cancelled the reservation after becoming aware of the Extenuating Circumstances.
Extenuating circumstances
Owners may cancel a reservation without incurring a Cancellation Fee when and to the extent such cancellation is caused by or results from events or circumstances beyond the Owner’s reasonable control (“Extenuating Circumstances”).
Extenuating Circumstances include:
Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents.
Declared emergencies and epidemics. Government declared local or national emergencies, epidemics, pandemics, and public health emergencies.
Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the booking location.
Military actions and other hostilities. Acts of war, hostilities, terrorism, riots, insurrection, civil disorder, and civil unrest.
Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, tornadoes during tornado season, hurricanes occurring during hurricane season.
RV damage. Owner’s RV has suffered severe damage that makes it unsafe or uninhabitable for renters. Examples include, but are not limited to, plumbing not functioning and gas leaks. Owner will need to provide the following supporting documentation:
A description of the damage or malfunctioning area
An insurance claim or an estimate from a repair company
The length of time the RV will be uninhabitable
Whether the damage was claimed on an RVshare booking
Owner has reason to believe the Renter will throw an unauthorized party.
The Renter makes it clear that they are bringing more people than the Owner allows.
Email or text correspondence with the Renter indicating they intend to throw an unauthorized party.
Owner has reason to believe the Renter will break one of my owner rules. A Renter has violated or says they cannot follow Owner’s rules and will not request a cancellation themselves. Owner’s rules must be set up on Owner’s listing under Rules & Policies to be eligible and must have been agreed to by the Renter at time of booking. Owner is required to provide the following supporting documentation:
Screenshot from the reservation details section in reservation manager that shows the Owner’s Rules the Renter agreed to at time of booking.
Email or text correspondence with the Renter indicating they cannot follow or have already violated Owner’s Rules.
Keep Owner’s communication with Renters on platform to make it easy for Owner to provide the necessary supporting documentation.
Extenuating Circumstances do not include: cancelling on behalf of the Renter; disease, illness, or injury; government obligations like jury duty or court appearances; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered event like road closures, as well as transportation (including, flight, train, bus and ferry) cancellations.
Consequences
If an Owner cancels a reservation, the following consequences could apply as described below as determined by RVshare in its sole discretion. If an Owner cannot fulfill a reservation for any reason, it is the Owner’s responsibility (and not the Renter’s) to cancel in a timely manner to allow the Renter to adjust their plans. RVshare reserves the right to review accounts of Owners with a material number of cancellations which could result in account suspension or deactivation of such Owner’s listing.
RVshare will continue to evolve the website to drive fewer cancellations. This includes building features that inform Renters of Owners that cancel often, best match Renters with RVs that best meet their needs, and penalizing for cancellations that are not considered an Extenuating Circumstances. Cancellation Fees apply to Owner cancellations that do not fall within the Extenuating Circumstances policy outlined above.
Cancellation Fees
If an Owner cancels a reservation due to any reason that is not an Extenuating Circumstance, then the Owner is subject to a fee (a “Cancellation Fee”) as set forth in this Section. The Cancellation Fee is calculated based on a percentage of the canceled reservation’s nightly rate and the Owner's additional fees (but excluding taxes, insurance, and service fees) (“Reservation Amount”) as follows:
If the reservation is canceled within 48 hours of the start date of the reservation, a Cancellation Fee of 50% of the Reservation Amount will be applied.
If the reservation is canceled anytime between 48 hours and 30 days before the start date of the reservation, a Cancellation Fee of 25% of the Reservation Amount will be applied.
If the reservation is canceled more than 30 days before in the start date of the reservation, a Cancellation Fee of 10% of the Reservation Amount will be applied.
Cancellation Fees that are incurred by an Owner are debited from future payouts from upcoming reservations until the fee total is collected by RVshare.
Next Steps for Owners to Cancel When canceling a reservation and confirming that this policy applies to your reservation, please follow the instructions that we provide. If you believe this policy applies to your reservation, please complete the submission form for the cancellation so that your reservation can be reviewed and any impact “waived” if deemed appropriate. In all cases, you should be prepared to provide documentation that shows how the circumstance has impacted you or your reservation. Owners are encouraged to learn more about how to keep Owner’s calendar up to date and to avoid cancellations.