Introduction
This policy explains how cancellation and rearrangement requests are handled for Camper Hire and Campervan Furniture. It forms part of the relevant customer contract alongside the accepted booking, order or quote. Statutory rights continue to apply. Because the commercial cancellation scales are not yet approved, this page remains a private draft.
Camper Hire Cancellation by Customer
A customer who wishes to cancel must contact Camper Junkies promptly using the booking contact route. The effective cancellation date is when Camper Junkies receives a clear request that identifies the booking.
We understand that plans can change. However, once a campervan is reserved, we may have turned away other bookings for those dates. Our cancellation policy is therefore as follows:
Cancellation by You More than 28 days before your hire start date If you cancel your booking more than 28 days before your scheduled hire start date, your deposit will be retained and is non-refundable. Any additional balance payments already made will be refunded.
28 days or less before your hire start date If you cancel your booking 28 days or less before your scheduled hire start date, the full hire amount is payable and no refund will be provided.
Changing Your Booking If you need to change your booking dates, please contact us as soon as possible. We will try to accommodate changes where availability allows, but changes are not guaranteed and may be subject to additional charges.
Changing your dates cannot be used to avoid the cancellation terms above.
Early Returns & No-Shows No refund will be given for unused hire days if you collect the campervan late, return it early or choose not to travel.
If you fail to collect your campervan without contacting us, your booking will be treated as a cancellation and the full hire amount will remain payable.
Travel Insurance We strongly recommend that all customers take out appropriate travel insurance with cancellation cover. This may provide protection if you need to cancel due to illness, injury or other unforeseen circumstances.
Camper Hire Cancellation by Camper Junkies
Cancellation by Camper Junkies In the unlikely event that Camper Junkies has to cancel your booking and we are unable to provide a suitable alternative campervan, you will receive a full refund of all hire payments made to us for the affected booking.
This does not affect your statutory rights.
Date Changes / Rearrangements
If you need to change your booking dates, please contact us as soon as possible. We will try to accommodate changes where availability allows, but changes are not guaranteed and may be subject to additional charges.
Changing your dates cannot be used to avoid the cancellation terms above.
Failure to Collect
Early Returns & No-Shows No refund will be given for unused hire days if you collect the campervan late, return it early or choose not to travel.
Late Cancellation
The campervan must be collected at the date and time agreed at the time of booking. Customers are responsible for allowing sufficient time for travel and for the vehicle handover, including the completion of documentation, vehicle checks and safety briefing. This can take up to 1 hour.
If you are delayed, you must contact us as soon as possible. A grace period of 30 minutes will be allowed. Collections more than 30 minutes after the agreed collection time may incur a charge of £25 per hour or part hour.
Late collection does not entitle the hirer to an extension of the hire period or a refund for any hire time lost as a result of arriving late.
Where a customer arrives so late that it is not reasonably possible to complete the required handover and safety checks, we reserve the right to refuse collection or rearrange collection for another time, subject to availability.
If the hirer fails to arrive for collection and we are unable to contact them, the booking may be treated as a no-show and cancelled without refund.
Collections outside our normal collection hours are only available by prior agreement and may be subject to an additional out-of-hours charge.
Force Majeure
Camper Junkies Essex Ltd will not be responsible for any failure or delay in performing our obligations under this agreement where that failure or delay is caused by circumstances beyond our reasonable control.
Such circumstances may include, but are not limited to, severe or extreme weather, flooding, fire, natural disasters, epidemics or pandemics, war, terrorism, civil unrest, government restrictions or actions, road closures, fuel shortages, strikes or industrial action, failure of essential utilities or transport networks, or other events which could not reasonably have been foreseen or avoided.
Where an event outside our reasonable control affects your booking, we will contact you as soon as reasonably possible and will take reasonable steps to minimise the impact.
Where possible, we may offer alternative hire dates or a suitable alternative vehicle.
If Camper Junkies is unable to provide the booked campervan or a suitable alternative and the hire cannot reasonably go ahead as a result of an event outside our control, any refund, credit or alternative arrangement will be considered in accordance with applicable consumer law and the circumstances of the cancellation.
Events Affecting the Customer If an event outside your control prevents you from travelling or using the campervan but Camper Junkies remains able to provide the vehicle and fulfil the booking, our standard Cancellation Policy will apply.
We strongly recommend that customers obtain appropriate travel insurance, including cancellation and disruption cover, to protect against unexpected circumstances that may prevent them from travelling.
Breakdown Before Hire
If the booked camper develops a fault before collection, Camper Junkies will assess whether it can be repaired safely in time and whether a suitable alternative is available.
In the unlikely event that Camper Junkies has to cancel your booking and we are unable to provide a suitable alternative campervan, you will receive a full refund of all hire payments made to us for the affected booking.
This does not affect your statutory rights.
Refund Method
An approved refund is returned to the original funding source where the payment architecture supports it. Stripe-funded amounts are refunded through Stripe; voucher-funded value is restored to the voucher where applicable. A discount is not money paid and is never refunded as cash.
Refund Timing
Camper Junkies must first review and approve any refund before initiating it through the relevant payment workflow.
Once a refund has been approved and processed by Camper Junkies, the refund will be passed to the relevant bank or payment provider for processing. The time taken for the funds to appear in the customer’s account is outside Camper Junkies’ control and may vary depending on the payment method and provider.
We will confirm to the customer once their refund has been approved and initiated.
Campervan Furniture Order Cancellation
- Scope
This policy applies to orders for goods supplied by Camper Junkies, including standard goods, configured goods and bespoke or personalised goods.
Nothing in this policy limits or excludes any statutory rights that consumers have under applicable UK consumer law.
- When an Order Is Confirmed
A direct order is created using the applicable authoritative configuration and price snapshot.
An order is not confirmed until payment has been successfully verified by Camper Junkies.
Once an order has been confirmed, Camper Junkies may begin procurement, preparation, configuration, manufacture or fulfilment.
- Cancellation Before Fulfilment
If you wish to cancel an order, please contact Camper Junkies as soon as possible.
Where we receive a cancellation request before the order has entered fulfilment, we will assess whether the order can be cancelled.
If the order can be cancelled, we will stop fulfilment where reasonably practicable and process any refund due through the relevant payment workflow.
The fact that work has not yet been completed does not, by itself, determine whether a cancellation right exists. Your statutory rights depend on the type of goods, how the contract was made and the circumstances of the order.
- Standard Goods and Configured Goods
Where you select a product from Camper Junkies' standard range and choose from options, colours, finishes, sizes, accessories or other configurations that we ordinarily offer, the product will not automatically be treated as bespoke or personalised.
For qualifying distance contracts, statutory cancellation rights may therefore apply even where the product has been configured by you from our standard options. Government guidance confirms that a product assembled or produced following a customer's order is not necessarily bespoke where it is made from components or options offered from a standard range.
Where statutory cancellation rights apply, we will handle cancellation, return and refunds in accordance with those rights.
- Bespoke and Personalised Goods
Bespoke or clearly personalised goods may not be eligible for return or cancellation for change of mind where an applicable statutory exception applies.
This may include goods that have been:
- manufactured specifically to dimensions or specifications supplied by the customer;
- uniquely modified at the customer's request;
- made using non-standard materials or components specifically sourced for the customer; or
- otherwise genuinely made to the customer's specifications or clearly personalised.
Customers may request cancellation before production begins. Camper Junkies will confirm whether the cancellation can be accepted and, where appropriate, any refund due.
Once production has commenced, cancellations or returns will only be accepted at Camper Junkies’ discretion.
Bespoke goods remain covered by the customer's statutory rights where they are faulty, defective, not as described, not of satisfactory quality or otherwise fail to conform to the contract.
- Work Already Started
If you request cancellation after Camper Junkies has begun work on a bespoke or non-standard item, we will assess the order and the applicable contractual and statutory rights.
We will not use this provision to remove a statutory cancellation right that applies to you.
Where a cancellation charge is permitted, any amount retained or charged will be limited to what is reasonably and lawfully recoverable. Cancellation charges must not operate as a disproportionate penalty.
- Cancellation After Dispatch or Delivery
You will be required to deal with this under the return policy rules.
- Faulty, Incorrect or Misdescribed Goods
This cancellation policy does not affect your statutory rights where goods are:
faulty or defective; not as described; not of satisfactory quality; not fit for their intended purpose; or otherwise fail to comply with the contract.
In such circumstances, you may have rights to a repair, replacement, price reduction, refund or other remedy depending on the circumstances.
- Refunds
Where a refund is due, Camper Junkies will approve and initiate the refund through the relevant payment workflow.
Once initiated, the payment provider or bank may require additional processing before the funds appear in your account. Camper Junkies cannot guarantee the time taken by a bank or payment provider to complete that processing.
We will confirm when the refund has been approved and initiated.
- How to Request Cancellation
To request cancellation, contact Camper Junkies using the contact details provided with your order or on our website.
Please provide:
your order number; your name; the date of the order; and a clear statement that you wish to cancel.
Where you have a statutory right to cancel, you do not have to use a particular form or provide a reason unless the applicable legislation requires otherwise. The statutory model cancellation form may be used where applicable, but its use is not mandatory.
- Statutory Consumer Rights
Where you purchase as a consumer under a qualifying distance contract, UK consumer law may provide a 14-day cancellation period, subject to applicable exceptions.
Certain goods, including goods genuinely made to the consumer's specifications or clearly personalised, can fall outside the ordinary change-of-mind cancellation right. Whether the exception applies depends on the nature of the goods and the circumstances of the order.
Nothing in these terms is intended to restrict any statutory consumer right.
- Business Customers
If you are purchasing goods wholly or mainly for business purposes, different contractual and statutory rules may apply. Any cancellation rights for business customers will be determined by the applicable order and contract terms.
- Legal Compliance
Camper Junkies will provide consumers with the cancellation information required by applicable UK legislation for qualifying distance contracts, including information about the right to cancel, the procedure for exercising that right and any applicable exceptions.
Where required, the applicable model cancellation form will be provided.
This policy should be read together with Camper Junkies' Terms and Conditions and any product-specific terms supplied before the customer places an order.
This section should be read with the Campervan Furniture Terms and Returns, Warranty and Delivery.
Direct Orders
A direct order uses an authoritative configuration and price snapshot and is confirmed only after verified payment. Standard Goods and Configured Goods
Where you select a product from Camper Junkies' standard range and choose from options, colours, finishes, sizes, accessories or other configurations that we ordinarily offer, the product will not automatically be treated as bespoke or personalised.
For qualifying distance contracts, statutory cancellation rights may therefore apply even where the product has been configured by you from our standard options.
Government guidance confirms that a product assembled or produced following a customer's order is not necessarily bespoke where it is made from components or options offered from a standard range.
Where statutory cancellation rights apply, we will handle cancellation, return and refunds in accordance with those rights.
Bespoke / Made-to-Order Goods
Bespoke or clearly personalised goods may not be eligible for return or cancellation for change of mind where an applicable statutory exception applies.
This may include goods that have been:
- manufactured specifically to dimensions or specifications supplied by the customer;
- uniquely modified at the customer's request;
- made using non-standard materials or components specifically sourced for the customer; or
- otherwise genuinely made to the customer's specifications or clearly personalised.
Customers may request cancellation before production begins. Camper Junkies will confirm whether the cancellation can be accepted and, where appropriate, any refund due.
Once production has commenced, cancellations or returns will only be accepted at Camper Junkies’ discretion.
Bespoke goods remain covered by the customer's statutory rights where they are faulty, defective, not as described, not of satisfactory quality or otherwise fail to conform to the contract.
Accepted Quotes
An accepted quote fixes its quoted scope and pricing snapshot. A later promotional code does not silently change it. Cancellation of accepted quoted work depends on the agreed scope and work completed. See 'Campervan Furniture Order Cancellation' T&C above for guidance.
Work Already Started
If a customer asks for services or production to begin during a cancellation period, any charge for work already supplied must comply with the customer’s express request and applicable law. Campervan Furniture Order Cancellation
Customer-Supplied Incorrect Information
Customers must provide accurate vehicle, dimensions and configuration information. Incorrect information may prevent fulfilment or require a revised quote; it does not automatically remove statutory rights.
Camper Junkies will not be responsible for compatibility issues resulting from incorrect information supplied by the customer or modifications made to the vehicle which we were not made aware of.
Delivery / Fitting Cancellation
Appointments, Installation and Collection
Where an order requires an appointment for measuring, installation, fitting, collection or delivery, Camper Junkies will agree an appointment date and time with the customer.Changing or Cancelling an Appointment
Customers must provide at least 48 hours' notice if they need to cancel or rearrange an agreed appointment.
We will make reasonable efforts to accommodate requests made with less than 48 hours' notice, subject to availability. Additional costs may apply where we have already incurred costs in preparing for or travelling to the appointment.
Missed Appointments
If a customer fails to attend an agreed appointment, or fails to make the vehicle, premises or installation area available at the agreed time, the appointment may be treated as a missed appointment.
Camper Junkies may require the customer to arrange a new appointment, subject to availability.
Where a missed or rearranged appointment results in additional costs to Camper Junkies, we reserve the right to recover reasonable costs incurred in connection with the additional attendance, travel, delivery or other arrangements.
Delivery and Rebooking
Where delivery, collection or installation needs to be rearranged due to circumstances attributable to the customer, Camper Junkies may charge or recover any reasonable additional costs incurred by us in making the new arrangements.
This may include additional delivery, travel, labour or other reasonable costs associated with the rearranged appointment.
Any applicable additional costs will be communicated to the customer where reasonably practicable before the revised appointment or delivery takes place.
Vehicle or Installation Area Not Ready
Customers are responsible for ensuring that the vehicle, installation area or premises is reasonably accessible and ready for the agreed work.
If Camper Junkies is unable to complete the agreed work because the vehicle, premises or installation area is inaccessible, unavailable or not reasonably ready, the appointment may need to be rearranged and reasonable additional costs incurred by Camper Junkies may be recoverable.
Camper Junkies Unable to Complete the Work
If Camper Junkies is unable to attend or complete an agreed installation, delivery or collection for reasons within our control, we will contact the customer as soon as reasonably practicable and arrange an alternative appointment.
If goods or an installation are found to be unsuitable or cannot reasonably be completed as agreed, Camper Junkies will discuss the available options with the customer before proceeding.
Nothing in this policy limits or excludes any statutory consumer rights.
Statutory Rights
Nothing in this policy limits rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other rights that cannot lawfully be excluded. The application of those rights depends on the transaction and facts.
Contact
Use the Camper Junkies Contact page and provide the booking, quote or order reference. Do not send card details. Camper Junkies will record the request against the relevant transaction history.