Renter – Frequently Asked Questions

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Yes. Even the best-planned trips can be impacted by an unexpected event or unplanned interruption, illness, road closures, traffic accidents, medical emergency, adverse weather, natural disasters, or more. Trip insurance allows you to recoup the investment you made in your trip if you meet the terms and conditions outlined in the plan.

Say it’s the day before your big trip and your daughter comes down with a nasty case of stomach flu. You had booked a non-refundable trip, and now you’re out hundreds – or even thousands – of dollars. Or are you?

By selecting the trip insurance, you could be reimbursed 100% of your prepaid rental booking cost in the event you had to cancel due to a covered event, rather than $0 as you would if you selected a vehicle with a strict cancellation policy.

Some trip insurance coverages include: Trip Cancellation, Trip Interruption and Emergency Assistance and Transportation.

Trip Cancellation / Interruption

Some covered events that apply to Trip Cancellation and Trip Interruption (please note that terms and conditions apply):

-Traffic accident en route to pick up your Sprinter
-Onset of pre-existing medical conditions while on your trip (if certain requirements are met at the time of purchase)
-Sickness, accidental injury, or loss of life of you or a travel companion while on your trip
-Mandatory evacuations, road closures, or inability to access destination due to adverse weather

24/7 Emergency Assistance and Transportation

Much like stumbling upon a bear in the wild, you never know when a medical emergency will present itself. Covered expenses include:

-Emergency transportation to the nearest suitable medical facility
-Help to return home, if medically necessary
-Expenses for one person of your choice to visit you if you are traveling alone and hospitalized for more than 7 days
-Injury that first occurs during your trip

Free 10-day review period for a full refund

Trip insurance from Generali Global Assistance can help provide coverage for you and your travel party in the event of an unforeseen covered circumstance adversely impacting your travel arrangements. Your travel insurance plan also comes with:

-Take 10 days to review your plan and decide if it’s right for you
-If you wish to cancel your plan within 10 days of purchase and have not yet left on your trip or filed a claim, you can do so and receive a full refund of your plan cost

Anticipating the unexpected and covering it with travel insurance can help protect you and your traveling companions from surprise expenses.

Once you pick up the rental, you’re responsible for any damage that occurs during the rental period. Through our program, you are provided with both $1,000,0000 liability insurance and up to $250,000 comprehensive and collision coverage to protect you during the rental. But this doesn’t cover certain things like interior damage NOT caused by a collision. (Make sure you are aware of what your insurance covers and what you’re responsible for on the road).

If the minor damage is less than the insurance deductible of $1,500 and your security deposit doesn’t cover the full amount of the damage, then you as the renter are responsible for the payment and will be charged by payment processing. If the damage is less than the security deposit, then the owner may withhold a portion of it and return the rest to you.

When you return the Sprinter, talk honestly to the owner about the damage. The return form you fill out with the owner will confirm the condition of the Sprinter when you picked it up and when you returned it.

Owners choose among three standardized cancellation policies (Flexible, Moderate and Strict) that we enforce to protect both owners and renters.


-Reservation deposit (25% of full trip cost) is refundable if canceled more than five days prior to booking start date
-If the renter has paid in full and the booking is canceled more than five days prior to booking start date, a full refund (minus fees) is issued
-If canceled less than five days prior to booking start date, a partial refund of 75 percent of the full rental amount (minus fees) is issued, but the reservation deposit is non-refundable.


-Reservation deposit (25% of full trip cost) is non-refundable
-If the renter has paid in full and the booking is canceled more than seven days prior to booking start date, a partial refund of 75 percent of the full rental amount (minus fees) is issued
-If canceled less than seven days prior to booking start date, a partial refund of 50% of the total rental amount (minus fees) is issued


-Reservation deposit (50% of full trip cost) is non-refundable
-If the renter has paid in full and the booking is canceled more than 14 days prior to booking start date, a partial refund of 50% of the full rental amount (minus fees) is issued
-If canceled and the renter has only paid the reservation deposit, no refund is issued
-If canceled less than 14 days prior to booking start date, no refund is issued

Renters must agree to the owner’s cancellation policy before booking.

Typically, rentals will include a base amount of miles and hours for free, and then charge for additional usage. Please refer to individual listings to see how mileage and generator (if applicable) fees are handled for your booking. If it’s not listed or you have questions, reach out to owners directly for clarification.

Each owner sets their own terms for mileage. Some miles may be included in base rental rates and can be dependent on the season. All this information is clearly set out in the description of each vehicle, so you’ll know exactly what’s included before you make the booking.

It’s up to the discretion of the owner. You can find this info at the bottom of each listing, but feel free to message the owner directly if you want to share your constraints with them.

If you cancel a reservation, your refund amount is determined by your owner’s cancellation policy and how close to your trip you are at the time of your cancellation.

If you’d like to request a bigger refund from your owner, you can send a request. Any additional refund will be at your owner’s discretion.

In rare cases, you may be eligible for a full refund if you had to cancel because of extenuating circumstances.

While one-way rentals are definitely a possibility, it comes down to each individual owner and their policies. An owner may opt to allow a one-way rental for an additional return fee and pick the rental up themselves.

A lot of our owners are pet lovers, but may have restrictions on pets in their vehicles. Check the rules section of each listing to see if they’re “Pet Friendly”.

No. Sprinters are easy and fun to drive - comparable to a large SUV or pick up truck. Plus all of our Sprinters are equipped with the best safety features available to ensure even someone with no experience can feel comfortable behind the wheel.

Yes, but both parties have to agree. If the owner is open to it, send a short note to them through our website or call directly to confirm the change. Then contact the support team with your booking ID and let them know the new dates.

Once the owner also confirms the changes, the support team will edit the booking and change fees as necessary to extend your reservation.

Yes, however refunds are determined by the owner, so please contact them directly. We can’t process any refund without the authorization of the owner, unless it’s due to extenuating circumstances (e.g. a vehicle not being in rentable condition, intentionally misleading information, etc.).

Yes! Not only that, but international travelers are covered under our $1,000,000 insurance program. Many of our international travelers love this, since it allows them to rent more high-end vehicles for their travels instead of the typical cookie-cutter RV rental or transportation companies. All qualified renters, domestic and international, are covered for rentals in the U.S. and Canada. Mexico is NOT covered.

To qualify for coverage, all international renters are required to complete a DMV check, for which an international driver’s permit (IDP) and a valid passport are required. In most European countries an IDP can be obtained in less than a day.

Turn-around time for an international DMV check can range from one day to a couple of days. After requesting a booking, we will communicate the status of the verification process and driving record check to both the renter and owner.

There is a foreign transaction fee of 3% added to both the rental total and security deposit when using a payment card issued outside of the country in which you’re renting.

No company is allowed by U.S. government regulations to insure any renter from a country where the U.S. government precludes business relationships. These countries include North Korea, Syria and any country that sponsors or supports terrorism or terrorist activities.

The $1,000,000 insurance doesn’t cover travel to Mexico, but all other location restrictions are up individual owners within the U.S. and Canada. Some owners, for example, stipulate that their vehicles can’t be rented for festivals. And if these specific terms are broken by the renter, that person is fully responsible for any penalty set, and all repairs, cleaning and additional charges that may apply. is owned and operated by Ultimate Toys, Inc. In a joint-venture with Outdoorsy, an international RV rental company, both companies aggressively market the listings to ensure that both Owners and Customers have a unique and memorable experience. Outdoorsy will facilitate and handle all financial transactions, customer support, insurance, rental agreements and other services. At no time is Ultimate Toys a participant or party to any actual rental.