Damage, Breakdown, and Deductible Management Guide

This guide aims to clearly and transparently explain how damages, breakdowns, accidents, deductibles, and security deposits are handled during a camper or motorhome rental with Mistervan.

It also explains how the bank pre.

1. General Principles

All Mistervan vehicles are insured and inspected before each rental.

However:

• The insurance has an associated deductible. 
• The traveler is responsible for damages caused during the rental when there is no clearly identified third party or when the damage results from incorrect or negligent use. 
• The deposit serves as a provisional guarantee to cover potential damages, cleaning, fuel, or contractual breaches. 

2. Insurance deductibles by vehicle

Depending on the rented vehicle, the insurance excess can be:

The franchise represents the maximum amount the traveler may have to bear for each responsible claim.

3. Security Deposit

To collect the vehicle, the traveler must provide a security deposit of €800 by bank card.

This deposit covers:

• Damage or Accidents 
• Non-conforming cleaning 
• Missing fuel 
• Loss of keys or accessories 
• Fines or administrative expenses 
• Breaches of Contract 

Important:

• The deposit is normally made by bank pre-authorization. 
• A pre-authorization is NOT a final charge. 
• It's a temporary block on bank availability. 

4. How a bank pre-authorization works

Credit cards

On credit cards:

• The amount is blocked as collateral. 
• It doesn't appear as a real charge on the account. 
• If Mistervan cancels the pre-authorization, the release is usually immediate. 
• If an amount is partially confirmed, only the confirmed amount will be charged. 

Example:

• Pre-authorization: €800 
• Final damage: €150 
• Mistervan confirms only €150 
• The other €650 are never actually collected. 

Many customers expect to see a “refund,” but with credit cards, there is usually no refund because the money never actually left the account.

Debit cards

On debit cards, the functionality depends on the customer's bank.

In many cases:

• The customer's bank actually holds the money. 
• The customer may see a temporary charge on their account. 
• Even if Mistervan cancels the pre-authorization, the refund depends on the customer's bank. 

For this reason

• Some returns are immediate. 
• Others can take several days or even weeks. 

Mistervan does not control the internal bank times of the client.

5. Preauthorization duration

Bank pre-authorizations typically have a validity of approximately 30 days.

During that period, Mistervan can:

• Cancel it completely 
• Confirm partial payment 
• Confirm the total charge 

After that period:

• The pre-authorization disappears automatically 
• Mistervan loses access to the retained amount 

For this reason, in cases of severe damage, it may be necessary to confirm payment quickly while the expert assessment process is underway.

6. Vehicle delivery

At the time of departure, the following is performed:

• Full vehicle inspection 
• Photos and videos of the state 
• Delivery form signature 
• Operating explanation 
• Security deposit activation 

Images taken at checkout will be used as official reference in case of discrepancies during the return.

7. What to do during the trip

Malfunction or incident

In case of any problem, the traveler must:

1. Contact Mistervan immediately 
2. Do not continue circulating if there is mechanical risk 
3. Follow the support team's instructions 

Major repairs must never be authorized without prior approval from Mistervan.

Accident with another vehicle

Travelers must:

1. Fill out the friendly statement 
2. Take photographs 
3. Correctly identify the third party 
4. Notify Mistervan immediately 

If the third party does not cooperate:

• 112 must be called 
• Request police intervention if necessary 

8. Vehicle immobilized

If a breakdown or accident prevents you from continuing your journey:

• Mistervan will activate roadside assistance 
• The insurance will send a tow truck 
• The vehicle will be moved to the nearest workshop. 

When possible, Mistervan will try to facilitate a return solution for the traveler.

9. Traveler's economic responsibility

Damage below the deductible

If the repair costs less than the deductible:

• The traveler pays the full amount of the damage. 

Example:

• Franchise fee: €900 
• Repair: €600 
• Customer pays: 600 € 

Damage exceeding the deductible

If the damage exceeds the deductible:

• The traveler only pays the corresponding deductible. 
• The insurance covers the rest. 

Example:

• Franchise fee: €900 
• Repair: €3,000 
• Customer pays: 900 € 
• Coverage includes: €2,100 

10. Difference between deposit and franchise

It is important to understand that:

• The standard deposit is €800. 
• Some franchises are superior (€900 or €1,200) 

Therefore, if the damage exceeds the €800 deposit:

The traveler will have to pay the outstanding balance to allow for the repair and activation of the insurance.

11. Return control

During return:

• The general condition is reviewed 
• Photos and output videos are compared 
• Possible damages are being documented 
• Cleanliness and fuel are checked 

If there are no incidents:

• Mistervan cancels the preauthorization 

12. Management of detected damages in return

Minor damage

If the damage seems minor:

• Pre-authorization may be temporarily maintained 
• A quote will be requested from the workshop 
• Only the corresponding amount will be charged 

Severe damage

If the damage is significant:

• Mistervan can immediately confirm the collection of €800 
• The vehicle is immobilized for inspection. 
• A file is opened with insurance. 

This is necessary because:

• Appraisals can take weeks or months. 
• The bank pre-authorization expires in approximately 30 days. 

13. Expert Evaluation Process

When damage exceeds the deductible or requires insurance:

1. The vehicle is being taken to a partner workshop. 
2. The insurance company sends an appraiser. 
3. An official assessment is being conducted 
4. The workshop calculates a final budget. 
5. The traveler must pay the corresponding fee. 

Until the franchise fee is paid:

• The insurance may not authorize the repair. 
• The workshop may not start work 

14. What is considered an independent loss

Each incident is calculated separately.

Example:

• Right side scraped → 1 accident 
• Window break another day → 2nd independent incident 

Each claim can generate:

• Your own franchise 
• Your own budget 
• Your own insurance file 

15. Normal wear and tear vs. responsible damage

It is considered normal wear and tear.

Exterior

• Small stone impacts 
• Superficial micro-scratches that can be polished out 
• Minor signs of use 
• Normal tire wear 

Interior

• Normal Use of Mattresses and Upholstery 
• Minor marks that can be removed with basic cleaning 
• Normal wear and tear 

Not considered normal wear and tear.

Exterior

• Blows 
• Deep scratches 
• Broken windows or mirrors 
• Damage from improper maneuver 
• Hit ceiling 
• Scratched tires 
• Damage from branches or incorrect height 

Interior

• Burns 
• Persistent bad odors 
• Deep stains 
• Furniture breaks 
• Pet damage 
• Arena or excessive dirt 
• Damage from smoking in the vehicle 

Mechanics

• Burnt clutch 
• Damages for negligent driving 
• Incorrect use of AdBlue or fuel 
• Overheating from ignoring warnings 
• Driving outside permitted lanes 

16. Indicative table of common damages

The amounts are estimates and may vary depending on the vehicle, parts availability, labor, and technical complexity.

17. Quick summary for travelers

If everything is correct:

• Vehicle with no damage 
• Correct Cleaning 
• Full deposit 

Mistervan cancels the pre-authorization.

If there is damage:

• It is documented 
• Please provide a quote 
• You can intervene, definitely/expertly 
• The traveler pays up to the limit of the corresponding allowance. 

Important to remember

• Bail does NOT eliminate financial responsibility. 
• Insurance does NOT cover wear and tear, negligence, or misuse. 
• It may take days or weeks for refunds to appear on debit cards. 
• Each claim is calculated individually. 
• Traveler collaboration greatly speeds up the case closure process.