I read an interesting article in Saturday's Money Guardian where a customer of 'MotorHolme' was really dissatisfied with the small print in this (fairly large) motorhome rental company's terms & conditions... to the point where they tried (unsuccessfully) to get their money back. After reading the article I sat back and realised just how good our own approach to the 'fine print' is, and how we hope we've made it easy for Big Tree Campervans customers to see and understand what they are getting when they book with us.
For example, according to the article, MotorHolme take a £1,250 security deposit up front... Big Tree Campervans ask for a £750 security deposit and all we do is take the customer's card details when they pick up their campervan - we don't take any money unless the campervan gets damaged; Motorholme have a clause whereby they charge £3,000 if the campervan is stolen (!!!) - we have no such ridiculous clause; MotorHolme ask for a deposit before they confirm the booking, whereas we ask for the deposit to be paid 7 days after we've confirmed the booking, because although we technically don't have to do this (as the distance selling regulations which would normally apply to buying somehting online don't apply to 'transport services on a named date'), we believe this really is the fairest way to treat our customers when they've just bought something as fab as a Big Tree Campervan adventure!
Of course we make sure that our customers understand the important parts of our Terms & Conditions (things like cancellation policy) when they book, and go through all the key T&Cs with them when they pick the campervan up at the start of their adventure.
So, whilst the small things like T&Cs aren't the most exciting part of a campervan trip... we believe that being fair, upfront and transparent about them is an important ingredient in giving our customers a safe, professionally delivered, and worry-free Big Tree Campervan adventure!ll
For example, according to the article, MotorHolme take a £1,250 security deposit up front... Big Tree Campervans ask for a £750 security deposit and all we do is take the customer's card details when they pick up their campervan - we don't take any money unless the campervan gets damaged; Motorholme have a clause whereby they charge £3,000 if the campervan is stolen (!!!) - we have no such ridiculous clause; MotorHolme ask for a deposit before they confirm the booking, whereas we ask for the deposit to be paid 7 days after we've confirmed the booking, because although we technically don't have to do this (as the distance selling regulations which would normally apply to buying somehting online don't apply to 'transport services on a named date'), we believe this really is the fairest way to treat our customers when they've just bought something as fab as a Big Tree Campervan adventure!
Of course we make sure that our customers understand the important parts of our Terms & Conditions (things like cancellation policy) when they book, and go through all the key T&Cs with them when they pick the campervan up at the start of their adventure.
So, whilst the small things like T&Cs aren't the most exciting part of a campervan trip... we believe that being fair, upfront and transparent about them is an important ingredient in giving our customers a safe, professionally delivered, and worry-free Big Tree Campervan adventure!ll
