{"id":2430,"date":"2026-05-20T08:02:57","date_gmt":"2026-05-20T08:02:57","guid":{"rendered":"https:\/\/mistervan.es\/?page_id=2430"},"modified":"2026-05-21T12:33:38","modified_gmt":"2026-05-21T12:33:38","slug":"politica-de-gestion-de-dan%cc%83os-y-reparacion","status":"publish","type":"page","link":"https:\/\/mistervan.es\/en\/politica-de-gestion-de-dan%cc%83os-y-reparacion\/","title":{"rendered":"Politica de Gestio\u0301n de dan\u0303os y reparacion"},"content":{"rendered":"
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Damage, Breakdown, and Deductible Management Guide<\/b><\/h1>

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.<\/span><\/p>

It also explains how the bank pre.<\/span><\/p>

  1. General Principles<\/b><\/h2><\/li><\/ol>

    All Mistervan vehicles are insured and inspected before each rental.<\/span><\/p>

    However:<\/span><\/p>

    • The insurance has an associated deductible.\u00a0<\/span><\/li>
    • 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.\u00a0<\/span><\/li>
    • The deposit serves as a provisional guarantee to cover potential damages, cleaning, fuel, or contractual breaches.\u00a0<\/span><\/li><\/ul>
      1. Insurance deductibles by vehicle<\/b><\/li><\/ol>

        Depending on the rented vehicle, the insurance excess can be:<\/span><\/p>

        Vehicle Type<\/b><\/p><\/th>

        Franchise<\/b><\/p><\/th><\/tr><\/thead>

        Managed Private Vehicles<\/span><\/p><\/td>

        600 \u20ac<\/span><\/p><\/td><\/tr>

        Vehicles Mistervan Investment S.L.<\/span><\/p><\/td>

        900 \u20ac<\/span><\/p><\/td><\/tr>

        Mistervan Camper Vehicles S.L.<\/span><\/p><\/td>

        1.200 \u20ac<\/span><\/p><\/td><\/tr><\/tbody><\/table>

        The franchise represents the maximum amount the traveler may have to bear for each responsible claim.<\/span><\/p>

        1. Security Deposit<\/b><\/li><\/ol>

          To collect the vehicle, the traveler must provide a security deposit of \u20ac800 by bank card.<\/span><\/p>

          This deposit covers:<\/span><\/p>

          • Damage or Accidents\u00a0<\/span><\/li>
          • Non-conforming cleaning\u00a0<\/span><\/li>
          • Missing fuel\u00a0<\/span><\/li>
          • Loss of keys or accessories\u00a0<\/span><\/li>
          • Fines or administrative expenses\u00a0<\/span><\/li>
          • Breaches of Contract\u00a0<\/span><\/li><\/ul>

            Important:<\/span><\/p>

            • The deposit is normally made by bank pre-authorization.\u00a0<\/span><\/li>
            • A pre-authorization is NOT a final charge.\u00a0<\/span><\/li>
            • It's a temporary block on bank availability.\u00a0<\/span><\/li><\/ul>
              1. How a bank pre-authorization works<\/b><\/li><\/ol>

                Credit cards<\/b><\/p>

                On credit cards:<\/span><\/p>

                • The amount is blocked as collateral.\u00a0<\/span><\/li>
                • It doesn't appear as a real charge on the account.\u00a0<\/span><\/li>
                • If Mistervan cancels the pre-authorization, the release is usually immediate.\u00a0<\/span><\/li>
                • If an amount is partially confirmed, only the confirmed amount will be charged.\u00a0<\/span><\/li><\/ul>

                  Example:<\/span><\/p>

                  • Pre-authorization: \u20ac800\u00a0<\/span><\/li>
                  • Final damage: \u20ac150\u00a0<\/span><\/li>
                  • Mistervan confirms only \u20ac150\u00a0<\/span><\/li>
                  • The other \u20ac650 are never actually collected.\u00a0<\/span><\/li><\/ul>

                    Many customers expect to see a \u201crefund,\u201d but with credit cards, there is usually no refund because the money never actually left the account.<\/span><\/p>

                    Debit cards<\/b><\/p>

                    On debit cards, the functionality depends on the customer's bank.<\/span><\/p>

                    In many cases:<\/span><\/p>

                    • The customer's bank actually holds the money.\u00a0<\/span><\/li>
                    • The customer may see a temporary charge on their account.\u00a0<\/span><\/li>
                    • Even if Mistervan cancels the pre-authorization, the refund depends on the customer's bank.\u00a0<\/span><\/li><\/ul>

                      For this reason<\/span><\/p>

                      • Some returns are immediate.\u00a0<\/span><\/li>
                      • Others can take several days or even weeks.\u00a0<\/span><\/li><\/ul>

                        Mistervan does not control the internal bank times of the client.<\/span><\/p>

                        1. Preauthorization duration<\/b><\/li><\/ol>

                          Bank pre-authorizations typically have a validity of approximately 30 days.<\/span><\/p>

                          During that period, Mistervan can:<\/span><\/p>

                          • Cancel it completely\u00a0<\/span><\/li>
                          • Confirm partial payment\u00a0<\/span><\/li>
                          • Confirm the total charge\u00a0<\/span><\/li><\/ul>

                            After that period:<\/span><\/p>

                            • The pre-authorization disappears automatically\u00a0<\/span><\/li>
                            • Mistervan loses access to the retained amount\u00a0<\/span><\/li><\/ul>

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

                              1. Vehicle delivery<\/b><\/li><\/ol>

                                At the time of departure, the following is performed:<\/span><\/p>

                                • Full vehicle inspection\u00a0<\/span><\/li>
                                • Photos and videos of the state\u00a0<\/span><\/li>
                                • Delivery form signature\u00a0<\/span><\/li>
                                • Operating explanation\u00a0<\/span><\/li>
                                • Security deposit activation\u00a0<\/span><\/li><\/ul>

                                  Images taken at checkout will be used as official reference in case of discrepancies during the return.<\/span><\/p>

                                  1. What to do during the trip<\/b><\/li><\/ol>

                                    Malfunction or incident<\/b><\/p>

                                    In case of any problem, the traveler must:<\/span><\/p>

                                    1. Contact Mistervan immediately\u00a0<\/span><\/li>
                                    2. Do not continue circulating if there is mechanical risk\u00a0<\/span><\/li>
                                    3. Follow the support team's instructions\u00a0<\/span><\/li><\/ol>

                                      Major repairs must never be authorized without prior approval from Mistervan.<\/span><\/p>

                                      Accident with another vehicle<\/b><\/p>

                                      Travelers must:<\/span><\/p>

                                      1. Fill out the friendly statement\u00a0<\/span><\/li>
                                      2. Take photographs\u00a0<\/span><\/li>
                                      3. Correctly identify the third party\u00a0<\/span><\/li>
                                      4. Notify Mistervan immediately\u00a0<\/span><\/li><\/ol>

                                        If the third party does not cooperate:<\/span><\/p>

                                        • 112 must be called\u00a0<\/span><\/li>
                                        • Request police intervention if necessary\u00a0<\/span><\/li><\/ul>
                                          1. Vehicle immobilized<\/b><\/li><\/ol>

                                            If a breakdown or accident prevents you from continuing your journey:<\/span><\/p>

                                            • Mistervan will activate roadside assistance\u00a0<\/span><\/li>
                                            • The insurance will send a tow truck\u00a0<\/span><\/li>
                                            • The vehicle will be moved to the nearest workshop.\u00a0<\/span><\/li><\/ul>

                                              When possible, Mistervan will try to facilitate a return solution for the traveler.<\/span><\/p>

                                              1. Traveler's economic responsibility<\/b><\/li><\/ol>

                                                Damage below the deductible<\/b><\/p>

                                                If the repair costs less than the deductible:<\/span><\/p>

                                                • The traveler pays the full amount of the damage.\u00a0<\/span><\/li><\/ul>

                                                  Example:<\/span><\/p>

                                                  • Franchise fee: \u20ac900\u00a0<\/span><\/li>
                                                  • Repair: \u20ac600\u00a0<\/span><\/li>
                                                  • Customer pays: 600 \u20ac\u00a0<\/span><\/li><\/ul>

                                                    Damage exceeding the deductible<\/b><\/p>

                                                    If the damage exceeds the deductible:<\/span><\/p>

                                                    • The traveler only pays the corresponding deductible.\u00a0<\/span><\/li>
                                                    • The insurance covers the rest.\u00a0<\/span><\/li><\/ul>

                                                      Example:<\/span><\/p>

                                                      • Franchise fee: \u20ac900\u00a0<\/span><\/li>
                                                      • Repair: \u20ac3,000\u00a0<\/span><\/li>
                                                      • Customer pays: 900 \u20ac\u00a0<\/span><\/li>
                                                      • Coverage includes: \u20ac2,100\u00a0<\/span><\/li><\/ul>
                                                        1. Difference between deposit and franchise<\/b><\/li><\/ol>

                                                          It is important to understand that:<\/span><\/p>

                                                          • The standard deposit is \u20ac800.\u00a0<\/span><\/li>
                                                          • Some franchises are superior (\u20ac900 or \u20ac1,200)\u00a0<\/span><\/li><\/ul>

                                                            Therefore, if the damage exceeds the \u20ac800 deposit:<\/span><\/p>

                                                            Franchise<\/b><\/p><\/th>

                                                            Retained bond<\/b><\/p><\/th>

                                                            Slope difference<\/b><\/p><\/th><\/tr><\/thead>

                                                            900 \u20ac<\/span><\/p><\/td>

                                                            800 \u20ac<\/span><\/p><\/td>

                                                            100 \u20ac<\/span><\/p><\/td><\/tr>

                                                            1.200 \u20ac<\/span><\/p><\/td>

                                                            800 \u20ac<\/span><\/p><\/td>

                                                            400 \u20ac<\/span><\/p><\/td><\/tr><\/tbody><\/table>

                                                            The traveler will have to pay the outstanding balance to allow for the repair and activation of the insurance.<\/span><\/p>

                                                            1. Return control<\/b><\/li><\/ol>

                                                              During return:<\/span><\/p>

                                                              • The general condition is reviewed\u00a0<\/span><\/li>
                                                              • Photos and output videos are compared\u00a0<\/span><\/li>
                                                              • Possible damages are being documented\u00a0<\/span><\/li>
                                                              • Cleanliness and fuel are checked\u00a0<\/span><\/li><\/ul>

                                                                If there are no incidents:<\/span><\/p>

                                                                • Mistervan cancels the preauthorization\u00a0<\/span><\/li><\/ul>
                                                                  1. Management of detected damages in return<\/b><\/li><\/ol>

                                                                    Minor damage<\/b><\/p>

                                                                    If the damage seems minor:<\/span><\/p>

                                                                    • Pre-authorization may be temporarily maintained\u00a0<\/span><\/li>
                                                                    • A quote will be requested from the workshop\u00a0<\/span><\/li>
                                                                    • Only the corresponding amount will be charged\u00a0<\/span><\/li><\/ul>

                                                                      Severe damage<\/b><\/p>

                                                                      If the damage is significant:<\/span><\/p>

                                                                      • Mistervan can immediately confirm the collection of \u20ac800\u00a0<\/span><\/li>
                                                                      • The vehicle is immobilized for inspection.\u00a0<\/span><\/li>
                                                                      • A file is opened with insurance.\u00a0<\/span><\/li><\/ul>

                                                                        This is necessary because:<\/span><\/p>

                                                                        • Appraisals can take weeks or months.\u00a0<\/span><\/li>
                                                                        • The bank pre-authorization expires in approximately 30 days.\u00a0<\/span><\/li><\/ul>
                                                                          1. Expert Evaluation Process<\/b><\/li><\/ol>

                                                                            When damage exceeds the deductible or requires insurance:<\/span><\/p>

                                                                            1. The vehicle is being taken to a partner workshop.\u00a0<\/span><\/li>
                                                                            2. The insurance company sends an appraiser.\u00a0<\/span><\/li>
                                                                            3. An official assessment is being conducted\u00a0<\/span><\/li>
                                                                            4. The workshop calculates a final budget.\u00a0<\/span><\/li>
                                                                            5. The traveler must pay the corresponding fee.\u00a0<\/span><\/li><\/ol>

                                                                              Until the franchise fee is paid:<\/span><\/p>

                                                                              • The insurance may not authorize the repair.\u00a0<\/span><\/li>
                                                                              • The workshop may not start work\u00a0<\/span><\/li><\/ul>
                                                                                1. What is considered an independent loss<\/b><\/li><\/ol>

                                                                                  Each incident is calculated separately.<\/span><\/p>

                                                                                  Example:<\/span><\/p>

                                                                                  • Right side scraped \u2192 1 accident\u00a0<\/span><\/li>
                                                                                  • Window break another day \u2192 2nd independent incident\u00a0<\/span><\/li><\/ul>

                                                                                    Each claim can generate:<\/span><\/p>

                                                                                    • Your own franchise\u00a0<\/span><\/li>
                                                                                    • Your own budget\u00a0<\/span><\/li>
                                                                                    • Your own insurance file\u00a0<\/span><\/li><\/ul>
                                                                                      1. Normal wear and tear vs. responsible damage<\/b><\/li><\/ol>

                                                                                        It is considered normal wear and tear.<\/b><\/p>

                                                                                        Exterior<\/b><\/p>

                                                                                        • Small stone impacts\u00a0<\/span><\/li>
                                                                                        • Superficial micro-scratches that can be polished out\u00a0<\/span><\/li>
                                                                                        • Minor signs of use\u00a0<\/span><\/li>
                                                                                        • Normal tire wear\u00a0<\/span><\/li><\/ul>

                                                                                          Interior<\/b><\/p>

                                                                                          • Normal Use of Mattresses and Upholstery\u00a0<\/span><\/li>
                                                                                          • Minor marks that can be removed with basic cleaning\u00a0<\/span><\/li>
                                                                                          • Normal wear and tear\u00a0<\/span><\/li><\/ul>

                                                                                            Not considered normal wear and tear.<\/b><\/p>

                                                                                            Exterior<\/b><\/p>

                                                                                            • Blows\u00a0<\/span><\/li>
                                                                                            • Deep scratches\u00a0<\/span><\/li>
                                                                                            • Broken windows or mirrors\u00a0<\/span><\/li>
                                                                                            • Damage from improper maneuver\u00a0<\/span><\/li>
                                                                                            • Hit ceiling\u00a0<\/span><\/li>
                                                                                            • Scratched tires\u00a0<\/span><\/li>
                                                                                            • Damage from branches or incorrect height\u00a0<\/span><\/li><\/ul>

                                                                                              Interior<\/b><\/p>

                                                                                              • Burns\u00a0<\/span><\/li>
                                                                                              • Persistent bad odors\u00a0<\/span><\/li>
                                                                                              • Deep stains\u00a0<\/span><\/li>
                                                                                              • Furniture breaks\u00a0<\/span><\/li>
                                                                                              • Pet damage\u00a0<\/span><\/li>
                                                                                              • Arena or excessive dirt\u00a0<\/span><\/li>
                                                                                              • Damage from smoking in the vehicle\u00a0<\/span><\/li><\/ul>

                                                                                                Mechanics<\/b><\/p>

                                                                                                • Burnt clutch\u00a0<\/span><\/li>
                                                                                                • Damages for negligent driving\u00a0<\/span><\/li>
                                                                                                • Incorrect use of AdBlue or fuel\u00a0<\/span><\/li>
                                                                                                • Overheating from ignoring warnings\u00a0<\/span><\/li>
                                                                                                • Driving outside permitted lanes\u00a0<\/span><\/li><\/ul>
                                                                                                  1. Indicative table of common damages<\/b><\/li><\/ol>

                                                                                                    Damage<\/b><\/p><\/th>

                                                                                                    Estimated cost<\/b><\/p><\/th><\/tr><\/thead>

                                                                                                    Extraordinary cleaning<\/span><\/p><\/td>

                                                                                                    80\u2013250 EUR<\/span><\/p><\/td><\/tr>

                                                                                                    Smell of tobacco<\/span><\/p><\/td>

                                                                                                    250\u2013600 EUR<\/span><\/p><\/td><\/tr>

                                                                                                    Incorrect emptying of chemical toilet<\/span><\/p><\/td>

                                                                                                    $100\u2013$250<\/span><\/p><\/td><\/tr>

                                                                                                    Incorrect refueling<\/span><\/p><\/td>

                                                                                                    300 - 2,500 \u20ac<\/span><\/p><\/td><\/tr>

                                                                                                    Surface-ground panel<\/span><\/p><\/td>

                                                                                                    150\u2013600 \u20ac<\/span><\/p><\/td><\/tr>

                                                                                                    Major side blow<\/span><\/p><\/td>

                                                                                                    $1,000\u2013$6,000<\/span><\/p><\/td><\/tr>

                                                                                                    Skylight break<\/span><\/p><\/td>

                                                                                                    250\u20131,200 \u20ac<\/span><\/p><\/td><\/tr>

                                                                                                    Broken rearview mirror<\/span><\/p><\/td>

                                                                                                    180\u2013900 euros<\/span><\/p><\/td><\/tr>

                                                                                                    Damaged tires<\/span><\/p><\/td>

                                                                                                    150\u2013700 EUR<\/span><\/p><\/td><\/tr>

                                                                                                    Window\/acrylic break<\/span><\/p><\/td>

                                                                                                    300 - 2,500 \u20ac<\/span><\/p><\/td><\/tr>

                                                                                                    Damage to outdoor awning<\/span><\/p><\/td>

                                                                                                    400\u20133,500 \u20ac<\/span><\/p><\/td><\/tr>

                                                                                                    Lost key<\/span><\/p><\/td>

                                                                                                    150\u2013800 \u20ac<\/span><\/p><\/td><\/tr>

                                                                                                    Interior furniture damage<\/span><\/p><\/td>

                                                                                                    \u20ac100\u2013\u20ac2,000<\/span><\/p><\/td><\/tr>

                                                                                                    Tire damage<\/span><\/p><\/td>

                                                                                                    \u20ac120\u2013450<\/span><\/p><\/td><\/tr>

                                                                                                    Ceiling damage due to height<\/span><\/p><\/td>

                                                                                                    \u20ac2,000\u2013\u20ac15,000<\/span><\/p><\/td><\/tr>

                                                                                                    Burnt clutch<\/span><\/p><\/td>

                                                                                                    800\u20132,500 \u20ac<\/span><\/p><\/td><\/tr><\/tbody><\/table>

                                                                                                    The amounts are estimates and may vary depending on the vehicle, parts availability, labor, and technical complexity.<\/span><\/p>

                                                                                                    1. Quick summary for travelers<\/b><\/li><\/ol>

                                                                                                      If everything is correct:<\/b><\/p>

                                                                                                      • Vehicle with no damage\u00a0<\/span><\/li>
                                                                                                      • Correct Cleaning\u00a0<\/span><\/li>
                                                                                                      • Full deposit\u00a0<\/span><\/li><\/ul>

                                                                                                        Mistervan cancels the pre-authorization.<\/span><\/p>

                                                                                                        If there is damage:<\/b><\/p>

                                                                                                        • It is documented\u00a0<\/span><\/li>
                                                                                                        • Please provide a quote\u00a0<\/span><\/li>
                                                                                                        • You can intervene, definitely\/expertly\u00a0<\/span><\/li>
                                                                                                        • The traveler pays up to the limit of the corresponding allowance.\u00a0<\/span><\/li><\/ul>

                                                                                                          Important to remember<\/b><\/p>

                                                                                                          • Bail does NOT eliminate financial responsibility.\u00a0<\/span><\/li>
                                                                                                          • Insurance does NOT cover wear and tear, negligence, or misuse.\u00a0<\/span><\/li>
                                                                                                          • It may take days or weeks for refunds to appear on debit cards.\u00a0<\/span><\/li>
                                                                                                          • Each claim is calculated individually.\u00a0<\/span><\/li>
                                                                                                          • Traveler collaboration greatly speeds up the case closure process.<\/span><\/li><\/ul>

                                                                                                            \u00a0<\/h1>

                                                                                                            <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                                                                                                            Gu\u00eda de Gesti\u00f3n de Da\u00f1os, Aver\u00edas y Franquicias Esta gu\u00eda tiene como objetivo explicar de forma clara y transparente c\u00f3mo se gestionan los da\u00f1os, aver\u00edas, accidentes, franquicias y dep\u00f3sitos de garant\u00eda durante un alquiler de camper o autocaravana con Mistervan. Tambi\u00e9n explica c\u00f3mo funciona el sistema de preautorizaci\u00f3n bancaria con tarjetas de cr\u00e9dito y d\u00e9bito, […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2430","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nPolitica de Gestio\u0301n de dan\u0303os y reparacion - Mistervan<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mistervan.es\/en\/wp-json\/wp\/v2\/pages\/2430\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Politica de Gestio\u0301n de dan\u0303os y reparacion - Mistervan\" \/>\n<meta property=\"og:description\" content=\"Gu\u00eda de Gesti\u00f3n de Da\u00f1os, Aver\u00edas y Franquicias Esta gu\u00eda tiene como objetivo explicar de forma clara y transparente c\u00f3mo se gestionan los da\u00f1os, aver\u00edas, accidentes, franquicias y dep\u00f3sitos de garant\u00eda durante un alquiler de camper o autocaravana con Mistervan. 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