Please check our Frequently Asked Questions below for quick answers to any queries you may have before, during or after booking with us.
- What’s included in the rental price?
- Are the vans suitable for children?
- How do we pick up our van?
- What time can I pick up the van?
- What time does the van need to be back?
- What happens if I have an accident?
- What happens if I break down?
- What happens if something’s not working?
- Who can drive your campervans?
- How do I book?
- What happens if I need to cancel my booking?
- How do I pay?
- Do I have to pay the full amount up front?
- How long can I rent a van for?
- Will you take a security deposit?
- Will I need ID to pick up the van?
- Can I take the van abroad?
- Are there any mileage limits?
- What do I need to bring with me?
- Do you have bikes to hire?
- Do you have any exclusions?
- How many people could we get in a van?
- How easy are the vans to drive?
- What fuel do the vans take?
- How is the stove fuelled?
- Do we need to book campsites in advance?
- Can I bring pets?
- Can I smoke in the van?
- What are your Terms and Conditions?
- Can I reduce my insurance excess?
What’s included in the rental price?
The basic price includes rental of the van, gas for cooking and all standard kitchen and van equipment and fully comprehensive insurance for up to 3 named drivers between the ages of 23 and 75 years of age qualifying under the exclusions in our Hirer Driver Endorsements policy, We can usually arrange for drivers for which some of the exclusions apply to be covered, however our insurance company will usually levy a higher insurance excess for this.
Also included is AA Fleet membership/VW membership for your peace of mind. This includes Roadside assistance, Homestart & Nationwide Relay.
This basically means that in the event of your van breaking down the following will take place: A vehicle Rescue Operator will spend up to 1 hour trying to fix it. If it cannot be fixed roadside your campervan and passengers will be towed to the nearest approved repairer. If local repair is not possible the same day then you will all be returned to CCH HQ. If the breakdown is through no fault of the hirer we will refund you for lost nights.
Extra equipment as requested on the booking form will be subject to additional cost. The total cost of your rental will be confirmed with you before you are asked to finalise your booking and make your deposit payment.
Are the vans suitable for children?
Absolutely! Children love the excitement and adventure of a camper holiday. Our Campervans include front facing seats with 3-point seat belts to ensure that they are as safe as possible, and which will accommodate baby and child car seats (Groups 1-4).
How do we pick up our van?
On our find us page you will find details of how to get here via public transport or taxi. 2 weeks before your holiday, (4 weeks before from 2022 onwards) once your booking is paid for in full, we will send you detailed instructions on how to get here, including our address and postcode. If you are driving to us you will have access to free parking outside our home or the free car park next to us. Parking your car here is done so at your own risk.
What time can I pick up the van?
Both vans are available for collection between 4-6pm* on your day of departure.
*unless otherwise arranged.
What time does the van need to be back?
Both vans will need to be home by 4pm* on your final day.
*unless otherwise arranged.
If for reasons outwith your control you feel you may be late, please call us – we’d rather you were late than take any risks to yourselves or the van. However, if you are late for no acceptable reason or explanation you will be charged an additional days hire.
What happens if I have an accident?
Don’t admit to any fault in the first instance. Please call us on 08435 235723 as soon as it is safe and practical to do so and let us know what’s happened. We’ll advise you on what to do next.
What happens if I break down?
We make all reasonable endeavors to ensure that all our vans are roadworthy at the time of rental. However if there is a breakdown of any sort you call us first then call the number for The AA for Heather, the VW Roadside rescue for Ruby, please see the contact card in your roadside rescue package provided. If the vehicle may be fixed at the roadside then you should be back on your way in no time. If it cannot be fixed you will be relayed back to us or to the nearest garage (this must be confirmed with ourselves in each instance before making a decision). If irreparable instantly you will receive a partial refund.
As a hirer you are responsible for looking after your van. The costs incurred from any mechanical or other breakdown as a direct result of hirer neglect in this regard will be borne by the hirer. (See Terms and Conditions for details).
What happens if something’s not working?
Again, we make all reasonable endeavours to ensure that your van is in full working order when you pick it up, but occasionally things will go wrong. In the first instance, please refer to the Van Handbook. However, if you’re still stuck, please give us a call and we’ll help you fix the problem. If you end up out of pocket by purchasing replacement items (up to a maximum of £50), please keep the receipts and we’ll reimburse you. However, please call us to let us know before you buy anything.
Who can drive your campervans?
If you’re between the ages of 23* and 75, have had a drivers licence for at least 2 years, have not had any more than 6 penalty points on your licence in the last 3 years and have not been refused insurance in the past then you may almost certainly rent one of our vans under normal terms. The basic cost includes fully comprehensive insurance for up to 3 named drivers (refer to the FAQ “What’s included in the rental price?” for conditions).
*For drivers aged 23 & 24 or over 75 please be aware that your Insurance Excess will be increased from £500 to £800/£1000.
How do I book?
The easiest way to book your holiday is via our website. Simply see which dates are available, choose the dates to suit you and fill out the online booking form. You will be taken to the secure site Paypal to pay via Paypal account, Debit or Credit card. If you are having any problems we can help over the phone, however if we’re unable to take your call please leave a voice message or e-mail us letting us know when would be a good time to call you back. Please note that a reservation is only confirmed once we have received your Booking Deposit.
What happens if I need to cancel my booking?
Your 25% Booking Deposit is non-refundable.
If you cancel more than four weeks before the start of your holiday you will forfeit only your booking deposit. Between four weeks and two weeks, you will be charged 50% of the total cost of your holiday, less the booking deposit. If you cancel less than 2 weeks before your holiday, then you will be charged for the full cost of your holiday.
Voucher Purchases are non-refundable.
How do I pay?
If you book online, you will be immediately directed to a PayPal website where you will be instructed to pay a 25% Booking Deposit (or the full balance if under 4 weeks away) via Debit or Credit card or using your own Paypal account, whatever you prefer. This will secure your booking. You can pay by credit or debit card or via your PayPay account, if you have one. Atternatively we can take credit or debit card payment over the phone.
Please note that your rental is not guaranteed until we receive your Booking Deposit.
You will be sent an e-mail reminder to pay the remaining balance 4 weeks before your holiday is due to start. Follow the link on this e-mail to pay Please make payment at this point otherwise your booking will be cancelled and you will lose your deposit. Don’t hesitate to contact us if you are unable to make immediate payment.
Do I have to pay the full amount up front?
Only if you are purchasing a Gift Voucher or make the booking less than four weeks before the start of your holiday, otherwise you just pay a 25% deposit.
How long can I rent a van for?
There are no limits on how long you can rent one of our vans for. For bookings longer than 3 weeks please contact us for a tailored quote.
Will you take a security deposit?
When you arrive to pick up the van we will hold a security deposit of £800 on a credit/debit card via paypal authorisation. Once this has been done you will be sent an email with attachment showing this transaction. Your money will not be removed from your account, only held there until safe return of your van. Upon the return of the vehicle to us at the agreed time, in the condition it was let, relatively clean and with a full tank of fuel, this authorisation will be voided. No charges will occur from this authorisation. We also accept cash for the security deposit if you don’t have a card.
We do not expect you to thoroughly clean your van, but please clear out any and all rubbish, wipe down the interior surfaces and sweep the floor before you hand it back to us. We will charge £50 for any excessive cleaning that we need to undertake.
We will make a charge of £10, in addition to the fuel costs, for refuelling if you fail to return your van with a full tank.
The cost of any material damage will be directly deducted from the security deposit. Refer to our terms and conditions for details.
Will I need ID to pick up the van?
We will need to see all driver’s licences for the named driver(s) insured on your van, this includes your card part and the code you now have to obtain from www.viewdrivingrecord.service.gov.uk/driving-record/licence-number to allow us to check your driving history online. If you don’t have a photocard licence we will need to see a passport. We will also require 2 utility bills or other official letters (not more than 3 months old, these can be print-outs or can be saved from your online account and emailed over within the week prior to your hire) including the hirers name and address as proof of where you live. All ID must be registered to your current address. We will take copies of both the licence documents and bills/letters. All ID will be destroyed/deleted upon safe return of the vehicle.
Without these documents we will be unable to release the vehicle.
Can I take your campervans abroad?
Please note on the Booking Form if you are planning on travelling abroad and we’ll calculate the additional insurance and AA costs for you.
By the way, for a small extra cost you can take our vans to the Rupublic of Ireland.
Are there any mileage limits?
Yes, you are allowed to drive 150 miles per night/day of your hire, averaged out over the duration of your rental period, ie, 450 miles for a 3 night hire. You will be charged 40 pence per mile for every mile that you are over this limit. If not paid by cash on return this will be taken from your security deposit.
What do I need to bring with me?
Heather and Whisky are fully equipped with most of what you will need (crockery, cutlery, cooking utensils, etc.) Unless you rent it as an extra from us, you will need to bring your own bedding (sleeping bags work well as they are neater to store), pillows and towels, extra blankets in cold weather.
If you have hired an awning from us and intend to use it for sleeping in you will need to bring sleeping mats with you or you can hire blow-up mattresses from us. We do recommend that you travel light – the less you take with you, the more space the camper can give you! Remember to bring with you all paperwork as described in the ‘Will I need ID to pick up the van?’ section above.
Do you have bikes to hire?
We don’t hire bikes, however, there are several options for bike hire within easy reach of us. Just ask and we will guide you based on your itinerary. We have a Volkswagen bike rack which takes 4 bikes and can be hired for a small extra fee.
Do you have any exclusions?
Unfortunately we can not under any circumstances hire to anyone below the age of 23 due to insurance limitations.
How many people could we get in a van?
Heather seats 5 (3 up front and 2 in back)and Ruby seats 4 whilst on the road. Heather can sleep 3 adults OR 2 adults & 2 children in the van, Ruby can sleep up to 4 adults inside. Additional people can be accommodated in the tent awnings which can be hired as extras, or you can bring your own tent.
How easy are the vans to drive?
Our Campervans drive the same as driving any modern car, but are just a little bigger than some. As with driving any new vehicle, just take your time getting to know your van, then once you’re settled in you can relax and enjoy the ride!
What fuel do the vans take?
Our Campervans take Diesel.
How is the stove fueled?
The stove is butane gas fueled. Our Campervans are supplied with an installed gas bottle and a spare – this is included within the hire charge. We endeavor to ensure there is adequate gas supply for the length of your trip, but if you should run out please replace the bottle at a petrol station, camping shop or Calor Gas centre and we will reimburse you the cost on your return.
Do we need to book campsites in advance?
We would advise that you book your campsites in advance during the peak season and school holidays, particularly if you would like electric hook-up which will enable you to use all the camper facilities to their full advantage.
Take a look at our useful links page for campsite suggestions and campsite directories.
Can I bring pets?
We allow WELL BEHAVED pets (usually up to a maximum of 2). Please note pets do incur an additional cleaning charge of £25.
Can I smoke in the van?
Sorry, we do not allow smoking inside any of our vans.
What are your Terms and Conditions?
Most of what you need to know is listed here in the FAQs. However, you can find the fine print on our terms and conditions page.
Can I reduce my insurance excess?
You could decide to take out Collision and Damage Waiver option which will reduce the standard insurance excess from £500 to £0. This will cost an additional £20 per day. We cannot offer an Collision and Damage waiver for 23-24 year olds or anyone over 75.
Similarly if you have a higher excess applied due to any endorsements or licence restrictions, then an additional CDW is not available to you.