Purchase and Return Policy

Purpose of this policy

This Purchase and Return Policy governs the conditions applicable to all reservations, purchases of services, and payments made through the website. www.mistervan.es y www.mistervan.es/camper-rental/, managed by Mistervan Camper LLC., hereinafter “MrVan”.

Include:

  • Camper and motorhome rental reservations.

  • Additional services linked to the reservation.

  • Digital products or materials associated with the user experience.

2. Purchase Process and Reservation Confirmation

2.1. Availability and Pricing

  • All prices are shown in euros (€), VAT included.

  • Availabilities are updated in real-time through the management platform (MyBooking).

  • The final price may vary depending on the season, duration, selected extras, or promotions.

2.2. Reservation Confirmation

A reservation is formalized when:

  1. The user completes the online payment process or accepts a quote sent by Mistervan.

  2. Mistervan sends a confirmation email, acting as proof of purchase.

2.3. User Modifications

Modifications (dates, extras, additional driver, etc.) are subject to availability and may incur an additional cost.

3. Payments and deposit

3.1. Payments

Mistervan accepts payment by card, bank transfer, or methods offered by the booking platform.
 To confirm any reservation, the following is required:

  • Partial or total payment (depending on vehicle conditions or applicable promotion).

3.2. Bond

  • Always one is retained bond Before the start of the rental.

  • This deposit is used to cover damages, extraordinary cleaning, fines, or misuse as per the Damage Policy from Mistervan.

  • The refund is issued between 3 and 10 days after delivery, once the vehicle inspection is completed.

4. Cancellation and Refund Policy (updated per contract)

4.1. Customer-Requested Cancellations

Cancellations will be strictly governed by the same criteria as the Mistervan Rental Agreement:

Moment of cancellation

Refund

More than 15 days before the start of the rental

100% of the amount paid

Between 15 and 7 days before the start of the rental

50% of the amount paid

Less than 7 days until the rental begins

0% — Non-refundable

Operational Notes:

  • If the booking was made through an external platform (Yescapa, Camplify, etc.), their own conditions regarding management fees or commissions will also apply.

  • Modifying the dates within those timeframes is considered a cancellation for refund purposes, unless Mistervan can offer a no-cost alternative (subject to availability).

4.2. Free cancellation due to force majeure

The user may cancel free of charge when there are justified and unavoidable causes according to applicable legislation (serious illness, official restrictions, etc.), always with supporting documentation.

4.3. Cancellations by Mistervan

Can a reservation be canceled due to:

  • Serious vehicle breakdown.
  • Force majeure events that prevent service provision.
  • Objective safety risks (extreme weather, etc.).

In these cases, Mistervan will offer the client:

  1. Switch to another available vehicle at no extra cost; or

  2. Refund of amounts paid under 100%.

No additional compensation is assumed unless legally required.

5. Right of withdrawal (14 days)

In accordance with European regulations, the right of withdrawal does not apply a:

  • Vehicle rental services with specific use dates.
  • Services already performed or in progress.

Therefore, the confirmed reserves they cannot be freely withdrawn; The cancellation rules from point 4 apply.

6. Vehicle Delivery and Return

6.1. Delivery

The client must present themselves with:

  • DNI/NIE/Passport.
  • Original driver's license.
  • Bail bond payment card.

6.2. Return

  • It must take place on the agreed-upon date, time, and location.

  • Return the vehicle in the same condition as received, with the same fuel level, clean, and undamaged.

6.3. Delays

Delays exceeding 1 hour may incur additional charges according to current rates.

7. Damage, Cleaning, and Misuse Policy

The reservation implies acceptance of the Damage Policy, whose basic principles are:

  • Any damage detected will be charged to the customer through the security deposit.

  • If the damage exceeds the security deposit, the platform's insurance procedure will be initiated.

  • Extraordinary cleaning (insects, sand, excessive mud, odors, unemptied toilet, etc.) incurs additional charges.

  • The misuse of the vehicle (dangerous off-roading, negligent driving, prohibited events, etc.) voids insurance coverage and creates direct liability for the user.

8. Service Guarantees and Responsibilities

8.1 Service Guarantee

Mistervan guarantees that the vehicles:

  • They receive periodic maintenance.

  • They are delivered, inspected, and in safe condition.

  • They deliver on the advertised services.

8.2. User Responsibility

The client is responsible for:

  • The correct use of the vehicle.

  • The safekeeping and return of keys, documentation, and accessories.

  • Comply with traffic and parking regulations.

  • Report any incidents immediately.

9. Refunds: Procedure and Deadlines

  • Refunds are issued to the original form of payment.

  • The standard timeframe is 5 to 14 business days.

  • Mistervan may retain part of the amount if there are damages, outstanding fines, or extraordinary cleaning costs.

10. Contact for cancellation management

To request refunds, exchanges, or cancellations:

📧 Email: contacto@mistervan.es
 ☎️ Phone: +34 682858836
 📍 Company: Mistervan Camper S.L., Barcelona (Spain)

Business hours: Monday to Friday, 9:00 AM - 6:00 PM.

11. Acceptance of this Policy

Making a payment or finalizing a reservation implies full acceptance of this Purchase and Return Policy, as well as the Rental Agreement and the website's Legal Notice.