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Guest Refund Policy


Last Updated: September 26, 2016

RVnGO Guest Refund Policy Terms

These terms and conditions govern the RVnGO Guest Refund Policy (the “Guest Refund Policy”) available to Guests who book and pay for an RV listed by a Host through the RVnGO platform (the "Site") and suffer a Travel Issue and the obligations of the Host associated with the Guest Refund Policy.

1. Travel Issue.
A “Travel Issue” means any one of the following:
(a) the Host of the RV
(i) cancels a reservation shortly before (less than 24 hours) the scheduled start of the reservation, or (ii) fails to provide the Guest with the reasonable ability to access the RV (e.g., by providing the keys and/or a security code).
(b) whether another party, including the Host, is staying at the RV during the reservation,
(c)the description of the RV in the listing on the Site is materially inaccurate with respect to:
(i) the size of the RV (e.g., length, number and size of the beds, bathroom and/or kitchen or other areas),
(ii) the RV is not generally as described (e.g. type of RV, extensions and expansions, interior features and areas)
(iii) special amenities or features represented in the listing description are not provided or do not function, such as appliances, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air condition systems, or
(iv) the physical location of the RV (proximity).
(v) at the start of the Guest’s reservation, the RV:
(a) is not generally clean and sanitary
(b) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay or use of the RV in RVnGO’s judgment,
(c) does not contain clean bedding and bathroom towels available for the Guest’s use, or
(d) has vermin or contains pets.

2. The Guest Refund Policy.
If you are a Guest and suffer a Travel Issue, we agree, to either
(i) reimburse you up to the amount paid by you through the Site, as determined by RVnGO in our discretion, depending on the nature of the Travel Issue suffered or
(ii) use our reasonable efforts to find and book you another RV for any unused nights left in your reservation which in our determination is reasonably comparable to the RV described in your original reservation in terms of size, rooms, features and quality. All determinations of RVnGO with respect to the Guest Refund Policy, including without limitation the size of any refund, shall be final and binding on the Guests and Hosts.

3. Conditions to Claim a Travel Issue.
Only a Guest may submit a claim for a Travel Issue. If you are a Guest, in order to submit a valid claim for a Travel Issue and receive the benefits with respect to your reservation, you are required to meet each of the following conditions:
(a) You must bring the Travel Issue to our attention in writing via the Site and provide us with information (including photographs or other evidence) about the RV and the circumstances of the Travel Issue within 24 hours after the start of your reservation, and must respond to any requests by us for additional information or cooperation on the Travel Issue.
(b) You must not have directly or indirectly caused the Travel Issue (through your action, omission, or negligence).
(c) You must have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.

4. Minimum Quality Standards, Host Responsibilities. and Reimbursement to Guest. If you are a Host, you are responsible for ensuring that the RVs you list on the Site meet minimum quality standards regarding access, adequacy of the description on the Site, safety, mechanical fitness, cleanliness, and will not present a Guest with Travel Issues. During the 24-hour period following the Guest’s check-in, Hosts should be available, or make a third party available, in order to try, in good faith, to resolve Guest issues.

If you are a Host, and if
(i) RVnGO determines that a Guest has suffered a Travel Issue related to an RV listed by you and (ii) RVnGO either reimburses that Guest any amount up to the amount paid by the Guest through the Site for the RV or provides an alternative RV to the Guest, you agree to reimburse RVnGO up to the amount paid by RVnGO within 30 days of RVnGO’s request. All determinations of RVnGO with respect to the Guest Refund Policy, including without limitation the size of any refund to the Guest, shall be final and binding on the Guests and Hosts. You also agree that in order for you to reimburse RVnGO up to the amount paid by RVnGO, RVnGO may off-set or reduce any amounts owed by RVnGO to you by this amount. If the Guest remains for part or all of the stay despite the Travel Issue, the Guest will receive a refund that will reduce the amount of the RV Fees ultimately paid to you. If the Guest is relocated to an alternate RV, you may lose part or all of the RV Fee payment for the booking and you may be responsible for reasonable additional costs incurred to relocate the Guest to the alternate RV.

The rights of the Guests under the Guest Refund Policy supersede the cancellation policy established by a Host. If you dispute the Travel Issue you may notify us in writing via theSite or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you must have used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim. You agree that all determinations of RVnGO with respect to the Travel Issue shall be final and binding on the Guests and Hosts regardless of your submission of a dispute against such Travel Issue. In the event of one or more Travel Issues, RVnGO, in its discretion, may elect to take additional actions. These actions include, but are not limited to, negatively affecting your listing ranking, automated reviews indicating Travel Issues, cancelling future bookings, suspending or removing the listing of the RV or imposing penalties or fees for the administrative burden associated with the Travel Issues.

5. General Provisions.
(a) No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.
(b) Modification or Termination. RVnGO reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion, and without prior notice. If RVnGO modifies this Guest Refund Policy, we will post the modification on the Site or provide you with notice of the modification and RVnGO will continue to process all claims for Travel Issues made prior to the effective date of the modification.
(c) Entire Agreement and Definitions. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between RVnGO and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between RVnGO and you regarding the Guest Refund Policy. Capitalized terms not otherwise defined herein shall have the meaning set forth in the RVnGO Terms of Service.
(d) Controlling Law. This Guest Refund Policy will be interpreted in accordance with the laws of the State of Arizona and the United States of America, without regard to its conflict-of-law provisions.
(e) Limitation of Liability. IN NO EVENT WILL RVnGO’S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THIS RVnGO POLICY TERMS, EXCEED THE AMOUNT OF THE ACCOMMODATION FEES COLLECTED BY RVnGO FROM THE GUEST. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.YOU ACKNOWLEDGE AND AGREE THAT, BY POSTING A LISTING OR BOOKING AN ACCOMMODATION OR OTHERWISE USING THE SITE, SERVICES AS A HOST OR GUEST, YOU ARE INDICATING THAT YOU HAVE READ, AND THAT YOU UNDERSTAND AND AGREE TO BE BOUND BY THESE POLICY TERMS.

6. Contacting RVnGO.
If you have any questions about the Guest Refund Policy, please contact RVnGO.

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Prior Guest Refund Policy: Not applicable