DRIVER'S LICENSE AND AGE
A valid original national driver's license is required and must be presented for each driver (no photocopies). In addition we recommend that foreign customers have an international driver's license or an English translation of the license issued by their home country. All drivers must be at least 25 and not older than 79 years (21 to 24 years only with prior authorization).
CUSTOMER DEPOSIT AT PICK-UP
Authorized/blocked on credit card: US$ 1000
Based on credit card company rules we authorize the deposit amount for reservations up to 29 nights. For reservations 30 nights and longer the deposit amount is charged on the credit card. Additional deposits may be required or charged for special events such as a regional festival, “Coachella”, “Burning Man”, “Stagecoach, “Further Future”, “NASCAR”, “EDC, etc. when a surcharge applies or if no mileage has been pre-paid. Vehicle will not be handed out in case of insufficient funds; the reservation will be cancelled and prepaid funds are forfeit.
ADDITIONAL CUSTOMER DEPOSIT AFTER AN ACCIDENT
Regardless of the customer being at fault or not, before handing out a replacement unit we request from the customer an additional US$ 2,000 charged on the credit card. Such amount will be reimbursed at drop-off (minus any fees/charges).
VISA, Master/Euro, American Express cards are accepted.
Every reservation change needs to be made in writing and will be confirmed in writing. Any change results in a handling charge. Regardless when a change of name, date(s) or location(s) is requested, this will result in the recalculation of the amount due. The rates and discounts applicable at the time of the revision will apply. For a request to change date(s) or location(s) the cancellation terms in the next paragraph apply. No name change is accepted when a surcharge, e.g. Holiday Surcharge, or an extended minimal nightly rent rule applies. Such name change will be handled according to the cancellation terms in the next paragraph and results in a new booking.
REFUND FOR UNUSED PORTION
No refund on confirmed contract will be given for delayed pick-ups / early returns, unused mileage or for “no shows”.
TAXES & GOVERNMENTAL FEES
Local sales taxes are included for all pre-paid items. Local taxes apply to all pick up- & drop off charges and may change at any time. Newly assessed governmental fees (other than sales tax or DMV fees) not known at this time will be collected from the customer at pick-up.
HOURS OF OPERATION
Monday through Friday from 8.00 am to 5.00 pm, (NYC from NOV to FEB: 9:00 to 16:00) Saturday from 8.00 am to 1.00 pm (or during high season as required) (NYC from NOV to FEB: By appointment). All stations are closed on Sundays and on all statutory holidays.
Complimentary transfers are provided once a day to (but not from) the airports DEN/EWR/LAS/LAX/MCO/SEA/SFO (neither JFK nor La Guardia) and at all rental locations from/to named airport hotels.
Please note: Due to more and more hotels complaining respectively denying our mutual customers from being picked up when not staying in this hotel we can in the future only guarantee the pick from a hotel address when our mutual guest is actually stayed at such hotel. We cannot make exceptions to pickup at other locations than the ones listed in the transfer points documents.
The complimentary permitted amount of luggage is in accordance with the airline regulations for economy passengers (1 suitcase max. 50 lbs. / 23 kg plus 2 pieces of hand luggage per person). Excessive luggage is the customer’s responsibility.
The parents or guardians are responsible to provide for the transfer according to the applicable laws a child seat or booster. Road Bear RV cannot bring the child seat or booster from the branch to the transfer point. We advise the customer to bring it with them from home or having it shipped to the hotel.
Transfer to Branch
Clients cannot pick up the vehicle the day they arrive with an inter-continental flight or from South America. We recommend spending the first night at an airport hotel or motel. Priority shuttle service will be granted to customers who have made contact at least 72 hours in advance, via the customer or online check-in system with there transfer location and how they can be reached so we may inform them about the exact pick-up time for the transfer. If customers choose not to supply pick-up location 72 hours in advance, a complimentary shuttle service cannot be guaranteed.
The complimentary shuttle leaves the transfer location from Monday to Friday normally after 12:30. On Saturday based on appointment. Please note the limited Saturday hours. If the customer has provided us the transfer location and how we can reach them but not received the exact pick-up time for the transfer at 4:00 pm the day before vehicle pick-up, we advise the customer to call the pick-up rental station between 8:00 am and 9:00 am of the pick-up day.
Transfer from Branch
The complimentary airport (hotel) shuttle leaves at 11:00 am at all branches.
MOTORHOME PICK-UP AND DROP-OFF TIMES
At pick up the person under which the reservation has been made must be present with the physical credit card showing his/her name, if he/she wants to drive, also with the original driver's license. If he/she is not driving we need another government document to confirm the identity. We also require the original driver’s license for any additional drivers in order for them to be insured and legally allowed to drive the motorhome. We accept the original driver’s license in English, Dutch, German, Spanish, Portuguese, French, or Italian. If the driver’s license is in any language other than the above an international driver’s license or an official English translation must be presented at pick-up alongside the original.
We have the right, and legal obligation, to deny a renter the motorhome when the renter seems not capable to drive a motorhome, e.g. intoxicated, suspicion to be under drug influence, etc.
While it is possible that somebody else in the party drives the main renter will in such cases - no original driver license, not deemed to be fit to drive - not be listed on the rental agreement as driver and therefore not be covered by any insurance. Still the main renter remains fully responsible for the motorhome. If the main renter wants to be entered as driver he/she needs to return at a later time to one of our branches and obtain an updated rental agreement.
To avoid waiting times all customers are asked to check-in online and communicate with the branch to schedule the exact pick-up time. A very limited number of earlier and free of charge appointments may be available by calling the pick-up branch two or three business days prior to pick-up.
Vehicle pick up time is between 12.00 noon and 4.00 pm. To avoid waiting times all customers are asked to check-in online and communicate with the branch to schedule the exact pick-up time.
Vehicle drop-off time starts at 8.00 am has to be concluded at 10.30 am. Later drop-offs will not be entitled to get a complimentary transfer to the airport hotels or airport.
Note: In order to guarantee an early pick up or late drop off the customer has to extend, if availability allows, the reservation by one night prior respectively afterwards and pay for this extra night(s).
No refund will be made if the length of hire is shortened or for unused days. There is no refund for late pick up or early return of vehicle.
DELAYED ARRIVAL DUE TO EXTERNAL CIRCUMSTANCES
While we understand that external circumstances can result in travel plan changes, e.g. arrival times from a flight, we are working to our best to accommodate our mutual customers but such change does not give the right for a free cancellation or modification nor pick-up/drop-off service outside of our regular business hours.
The staff at all pick-up locations speaks German & English, Dutch, French, Spanish is spoken at some locations. After completing the paperwork the clients get a very thorough personal walk-thru of the motorhome. In addition every vehicle is equipped with an operation manual in English and German. In case of an emergency, accident or technical problems, clients may call the emergency toll free number 24-hours a day, 7 days a week.
If for any reason the booked vehicle should not be available, The rental company reserves the right to substitute a higher-rated vehicle at no additional cost. Should a lower-rated vehicle be substituted, the liability is limited to the refund of the gross rate difference of the two vehicles.
No vehicle substitution does entitle to any other compensation than the one mentioned above.
If a customer requires the exact measurements to make arrangements with a ferry or other service such customer needs to touch base directly with us so we are aware that the assigned vehicle cannot be substituted with a longer one!
Traveling into Mexico is not permitted. There is no insurance coverage in Mexico
Traveling into Death Valley is not permitted between June 15th and September 15th.
Traveling within Alaska, Yukon and/or Northwest Territories is permitted. Road Bear RV must be advised at the time of reservation.
Others: Traveling on any private, gravel, dirt or logging roads and other non-public roads, beaches, etc. and in the Inner city of New York, Montreal and Quebec City (Canada) is not permitted.
Road Bear RV will hold the customer fully responsible for accidents or mechanical breakdowns occurring in a travel restricted area. Insurance coverage will be void in case of violation.
In areas with temperatures below freezing the fresh and waste water systems will be drained and CANNOT be used! When dropping off at a branch with sub-freezing temperatures a US$ 100 re-winterization fee applies. Any freeze related damage will be charged to the rental customer.
Denver: From mid-October until mid-April
New York: From November 1 to March 31
Seattle: From October 1 to April 30
GASOLINE, OIL AND PROPANE
The cost of gasoline, oil and propane is not included and the rental company does not assume responsibility for estimates of consumption. All vehicles are delivered with full tanks and the customer is expected to return the vehicle with full tanks or will be charged accordingly.
The customer is responsible for checking engine oil and coolant levels at each refueling as well as reporting mechanical failures immediately. Coolant refills and authorized repairs will be reimbursed upon return of the vehicle and presentation of all receipts (see mechanical breakdown). It is the driver's responsibility to operate the vehicle in a safe manner and to exercise all caution possible.
Maintenance, Repairs and Reimbursement
For maintenance & repairs exceeding US$ 50 the customer must call the the Rental Company 24-hour toll free telephone assistance to get an authorization. Non-authorized invoices over US$ 50 will not be reimbursed. Receipts must be presented for reimbursement. Customer will be held responsible for mechanical damage due to negligence in operation and/or maintenance.
Technical Difficulties with the Vehicle and its Features
While our first and foremost priority is to provide our mutual customers an excellent and high quality vehicle and service, unexpected technical difficulties can arise. To ensure that our mutual customers can enjoy their motorhome experience we provide an extensive vehicle explanation and with every vehicle an operations manual and the phone number of our 24-hours/7-days help line which is free of charge from any landline in the USA.
Please note: We are not returning phone calls or accepting requests to call a customer back because customers may be hiking, visiting a museum, etc. and not at the vehicle when we call. The customers shall call when at or nearby the vehicle.
When we receive a phone call we differentiate between an inconvenience and an emergency:
* We define an Inconvenience as something that requires the customer to spend additional time, a workaround or a non-safety related feature is not available. Examples are purchasing ice because the refrigerator is not working, the DVD player not working or the slide-out is not extending and therefore the interior space not increased.
* We define as Emergency when the motorhome cannot be driven safely anymore. An example is when the engine stopped working. In this case the Vacation Interruption (VIP) Insurance applies (see next paragraph).
VACATION INTERRUPTION PROTECTION (VIP) INSURANCE
Should the renter’s motor home vacation be interrupted by an Emergency as defined above, (not accident or damages caused by the renter) for more than 12 working hours after reporting this to Road Bear RV, the renter will be reimbursed for the greater of the gross daily rental rate or expenses for hotel rooms up to US$ 25 per person per night and car rental up to US$ 50 per day per motorhome with a combined maximum of US$ 1,500 per rental agreement.
Such reimbursement is only possible when we had the chance to take care of the problem and the customer cooperated to do so.
Defects and repairs of WiFi, GPS, radio, TV, CD and DVD player, generator, AC, refrigerator, heater, water heater, slide-out room, awning, cruise control etc. are not considered mechanical breakdowns and are excluded from VIP reimbursement. Refund of expenses is in any case only possible against proper receipts.
IN THE EVENT OF AN ACCIDENT
Insurance coverage may be void if the above instructions are not followed. The customer must:
* Obtain from the police officer investigating the accident a local police report.
* Notify Road Bear RV as soon as possible but not later than 24 hours after the accident.
* Provide not later than the return of the vehicle the completed accident report form which is supplied to the customer and located in the vehicle along with the registration & insurance papers; such full-written report must contain the other party's name, address, phone number, driver's license number, date of accident, etc.
All documents relating to the accident must include a police report or identifying number.
PARKING AND TRAFFIC VIOLATIONS
It is the clients responsibility to report and pay for all parking/traffic violations at check-in. Failing to report these violations at drop off will cause a charge of an administrative fee of US$ 100 plus the fine (including all late charges) to the clients credit card.
TOLL ROAD SYSTEM IN THE FLORIDA KEYS
Since February 2011 the Florida Turnpike Enterprise has implemented an all-electronic open road tolling for the southern 47 miles stretch of the Turnpike, from US1 in Florida City to the Miami-Dade/Broward County line. The old tollbooths have been eliminated and the toll-fees cannot be paid in cash anymore.
There are the following options for payment to travel on the Turnpike:
1. Customers picking up in MCO may conveniently rent a Sun Pass transponder at the branch.
2. A SunPass Transponder can be obtained by calling 1-888-865-5352 or visiting www.SunPass.com. The transponder will allow traveling on toll roads by paying money into the personal SunPass account.
3. The "TOLL-BY-PLATE" program can be used as an alternative. This program captures an image of the vehicle license plate and bills the registered owner of the vehicle for the toll amount. The “TOLL-BY-PLATE” program allows the customer to call in to register for a “TOLL-BY-PLATE” account and to pay for tolls before an invoice will be issued. Payments can be made by cash, credit/debit card on-line or through new payment kiosks located at major retail stores.
Florida State Law (Statue 316.1001) requires payment of prescribed tolls for the usage of toll facilities. Failure to comply with this statute may result in the assessment of a US$ 100 or more civil penalty, assessment of court costs, and suspension of the vehicle registration and/or suspension of the driver's license. It will be important for the customer to inform the Road Bear RV drop-off location of the fact that they traveled on the Florida Turnpike regardless of what option they choose. In case that an invoice for toll fees will be sent to Road Bear RV as the registered owner of the vehicle, all fees due will be charged to the customer’s credit card on file and processed according to our rental provisions with regards to traffic citations (incl. administrative fees).
UNAUTHORIZED LATE RETURN (UNAUTHORIZED EXTENSION OF THE RENTAL PERIOD)
For an unauthorized late returns after 12:00 pm the sum of a) the actual gross rental rate night plus b) US$ 300 for administration and handling will be charged for each day late, or part thereof.
If the customer contacts Road Bear RV before the vehicle is due for drop-off and obtains the proper authorization to extend in writing the regular rental rate (gross) will apply.
SMOKE AND PET RESTRICTIONS, CLEANING FEE
No smoking allowed. No pets permitted. A US$ 250 minimum cleaning/deodorizing fee applies with either violation.
The clients are responsible to return the vehicle with the interior clean and holding tanks dumped. The vehicles exterior does not require cleaning by the customer. Cleaning and dumping charges apply as posted at the drop-off location.