Cancellation Policy

Last Revised: May 2021

These terms and conditions govern Ruckify RV’s Cancellation Policy (the “Cancellation Policy”) available to Guests and Owners (collectively, the “Users”) through Ruckify RVs platform (the "Site").

Ruckify RV enforces individual trailer listing Cancellation Policies to protect Users. Before Membership on the Site is activated, Users must read and agree to all of Ruckify RVs policies, including the Cancellation Policy and Guest Refund Policy. Guests may cancel and review any penalties by viewing their travel plans and then clicking 'Cancel' on the appropriate Rental.

Your use of Ruckify RVs Services is at all times subject to the Terms of Service, which incorporates this Cancellation Policy. Any terms we use in this Cancellation Policy without defining them have the definitions given to them in the Terms of Service.

Ruckify RV allows trailer owners to have total control with four standardized cancellation policies, flexible, moderate, strict and super strict. We will uphold the cancellation policies to protect both guest and owners. Each listing and reservation on our site will clearly state the cancellation policy.

In addition to the cancellation policies below, trailer owners have the right to cancel a confirmed booking at any time, including up to the moment of trailer pick-up if they feel uncomfortable about releasing their trailer into the care of the guest. Some examples are as follows, but are not limited too, guest shows up without proper documentation (valid drivers license, valid tow vehicle insurance, capable tow vehicle), guest misrepresented themselves and/or trailer knowledge/towing abilites, guest does not appear to be of sound mind(under the influence of drugs/alcohol or other)guest has sent someone other than themselves that booked the trailer to pick it up that was not previously discussed, guest is not a verified member of Ruckify RV. If you deny a pickup due to the guest being impaired in any way in your judgement and/or your safety is threatened, your first call should be to the police and then Ruckify RV (Ruckify RV will have the final say in payouts/refunds/cancellations in these circumstances).

If a cancellation happens due to any of the above or like-kind scenarios, trailer owners must contact Ruckify RV immediately at rvsupport@ruckify.com to report the situation. Ruckify RV reserves the right to have the final decision in any guest refunds and/or upholding owner cancellations.  

Flexible: Guests receive a full refund 24 hrs prior to trailer pick-up, except Ruckify RV service fees

• The Ruckify RV service fee is non-refundable.
• If there is a complaint from either member, notice must be given to Ruckify RV within 48 hours of trailer being picked up.
• Ruckify RV will arbitrate when necessary, and has the final say in all disputes.
• If the Guest arrives and decides to return the Trailer before the Scheduled End Time without any known Trailer Issue or Accommodation issues, unused days of the Rental are not refunded, pursuant to the Guest Refund Policy.
• Cleaning fees are always refunded if the guest did not pick-up the trailer.
• Generator Fuel Fees are always refunded if the Guest did not pick-up the Trailer at the Scheduled Start Time or after.
• Owner Delivery and Set-up Fee is always refunded if the Guest did not pick up the Trailer at the Scheduled Start Time or after.

A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Inbox > Your Reservations > Change or Cancel.

• Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
• Applicable taxes will be retained and remitted.

Moderate: Guests receive a full refund 7 days prior to trailer pick-up, except Ruckify RV service fees

• The Ruckify RV service fee is non-refundable.
• If there is a complaint from either member, notice must be given to Ruckify RV within 48 hours of trailer being picked up.
• Ruckify RV will arbitrate when necessary, and has the final say in all disputes.
• If the Guest arrives and decides to return the Trailer before the Scheduled End Time without any known Trailer Issue or Accommodation issues, unused days of the Rental are not refunded, pursuant to the Guest Refund Policy.
• Cleaning fees are always refunded if the guest did not pick-up the trailer.
• Generator Fuel Fees are always refunded if the Guest did not pick-up the Trailer at the Scheduled Start Time or after.
• Owner Delivery and Set-up Fee is always refunded if the Guest did not pick up the Trailer at the Scheduled Start Time or after.

A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Inbox > Your Reservations > Change or Cancel.

• Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
• Applicable taxes will be retained and remitted.

Strict: Guests receive a full refund 14 days prior to trailer pick-up, except Ruckify RV service fees

• The Ruckify RV service fee is non-refundable.
• If there is a complaint from either member, notice must be given to Ruckify RV within 48 hours of trailer being picked up.
• Ruckify RV will arbitrate when necessary, and has the final say in all disputes.
• If the Guest arrives and decides to return the Trailer before the Scheduled End Time without any known Trailer Issue or Accommodation issues, unused days of the Rental are not refunded, pursuant to the Guest Refund Policy.
• Cleaning fees are always refunded if the guest did not pick-up the trailer.
• Generator Fuel Fees are always refunded if the Guest did not pick-up the Trailer at the Scheduled Start Time or after.
• Owner Delivery and Set-up Fee is always refunded if the Guest did not pick up the Trailer at the Scheduled Start Time or after.

A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Inbox > Your Reservations > Change or Cancel.

• Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
• Applicable taxes will be retained and remitted.

Strict 30 Days: Guests receive a full refund 30 days prior to trailer pick-up, except Ruckify RV service fees

• The Ruckify RV service fee is non-refundable.
• If there is a complaint from either member, notice must be given to Ruckify RV within 48 hours of trailer being picked up.
• Ruckify RV will arbitrate when necessary, and has the final say in all disputes.
• If the Guest arrives and decides to return the Trailer before the Scheduled End Time without any known Trailer Issue or Accommodation issues, unused days of the Rental are not refunded, pursuant to the Guest Refund Policy.
• Cleaning fees are always refunded if the guest did not pick-up the trailer.
• Generator Fuel Fees are always refunded if the Guest did not pick-up the Trailer at the Scheduled Start Time or after.
• Owner Delivery and Set-up Fee is always refunded if the Guest did not pick up the Trailer at the Scheduled Start Time or after.

A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Inbox > Your Reservations > Change or Cancel.

• Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
• Applicable taxes will be retained and remitted.

Super Strict: Guests will receive no refund prior to trailer pick-up, including Ruckify RV service fees

• The Ruckify RV service fee is non-refundable.
• If there is a complaint from either member, notice must be given to Ruckify RV within 48 hours of trailer being picked up.
• Ruckify RV will arbitrate when necessary, and has the final say in all disputes.
• If the Guest arrives and decides to return the Trailer before the Scheduled End Time without any known Trailer Issue or Accommodation issues, unused days of the Rental are not refunded, pursuant to the Guest Refund Policy.
• Cleaning fees are always refunded if the guest did not pick-up the trailer.
• Generator Fuel Fees are always refunded if the Guest did not pick-up the Trailer at the Scheduled Start Time or after.
• Owner Delivery and Set-up Fee is always refunded if the Guest did not pick up the Trailer at the Scheduled Start Time or after.

A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Inbox > Your Reservations > Change or Cancel.

• Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
• Applicable taxes will be retained and remitted.

Extenuating Circumstances

Ruckify RV reserves the right to supersede the Cancellation Policy and Guest Refund Policy rules/fees if certain extenuating circumstances can be shown (the “Extenuation Circumstances”).

For the following Extenuating Circumstances, the Guest will receive a refund of the Total Fees, and the Trailer Owner will not receive payment.

Either User is able to cancel a reservation as a result of Extenuation Circumstances provided that the appropriate documentation to support the cancellation/refund is submitted to Ruckify RV. Approval of the cancellation due to Extenuation Circumstances is at Ruckify RV’s sole discretion.

Extenuating Circumstances include, but are not limited to:

• Coronavirus Policy (Covid-19)
• Death in the family
• Natural disaster (conditions apply)
• Political Unrest
• Jury duty or other similar civil obligations
• An issue with the Trailer that causes the Guest’s Rental to end prematurely that is deemed to be the responsibility of the Owner.
• Owner cancellation, no-show, or no access to the Trailer. In this case, the Trailer Owner may be subject to Fees as outlined in the Fees and Fines Policy.
• A problem arises during the Rental period that causes the Guest to end the Rental, and is determined to be due to negligence or omissions by the Owner. In this case, the Trailer Owner may be subject to Fees.
• Listing inaccuracies. If the description of the Trailer in the Listing on the Site is materially inaccurate or not as advertised. Some examples are as follows: (For full details see Guest Refund Policy)

1. Misrepresentation of the size of the Trailer (e.g., year, length, make, or model, sleeping capacity etc);

2. Special features represented in the listing description are not provided or do not function, such as bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air condition systems; or

3. Misrepresentation of the physical location of the Trailer (proximity).

Governing Law and Forum for Disputes

This Cancellation Policy shall be construed, interpreted and enforced in accordance with, and shall be governed by, the laws of the Province of Alberta.

Any matters relating to insurance pursuant to the Ruckify RV Insurance Policy shall be construed, interpreted and enforced in accordance with, and shall be governed by, the laws of the Province of Alberta.

All disputes arising out of this Cancellation Policy shall be referred to binding arbitration in the Province of Alberta as outlined in the “Dispute Resolution” section of the Terms of Service, except where such disputes relate to Insurance pursuant to the Ruckify RV Insurance Policy, in which case the jurisdiction will revert to the courts of the Province of Alberta and where the claim relates to the actual or threatened infringement, misappropriation or violation of the party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights, in which case the jurisdiction of the courts of the Province of Alberta shall prevail.

Contacting Ruckify RV

If you have any questions about the Cancellation Policy, please contact Ruckify RV at rvsupport@ruckify.com