FAQ

Ocean Trail Ltd is the sister company of  Avensys Ltd. Born from a love and passion for all things outdoors and camping.  

The cancellation fees are based on a percentage of the total rental amount, including any extras.

The cancellation percentage will be applied as below:

- more than 8 weeks prior to departure 10% retained,
- less than 8 weeks and more than 4 weeks prior to departure 30% retained,
- less than 4 weeks and more than 2 weeks prior to departure 75% retained,
- less than 2 weeks prior to departure 100% retained. 

All drivers must be between the age of 25 and 75, have at least 2 years driving experience, have no current traffic convictions or endorsements except minor ones, have no more than 6 points (as two separate 3 point penalties) on the driving licence and have not been involved in more than one accident in 3 years.
All of our vehicles can be driven on a standard car licence.

Yes, additional Drivers are charged from £5 per day each, subject to insurance approval.

Unfortunately we cannot meet you at Gatwick, however there are regular buses or we are only a short taxi journey away.

Collections 1:00pm - 5:00pm
Return 9:30am - 11:00am  

Yes, a standard insurance excess applies of £1000.
You may wish to protect yourself in the event of a 3rd party Road Traffic Collision by taking the optional Collision Damage Waiver or CDW which reduces the excess to £350.

This also covers windscreen and tyre damage but excludes any accidental damage (ie ripped seats or reversing into a post) where the £1000 excess will still apply. You can add this additional cover during the booking process. 

Campervans and Motorhomes can be rented for a minimum of 3 nights

If you are expecting to stay in your campervan without driving for more than 36 hours then we recommend you book an electric hook up to charge and maintain the leisure batteries. Connecting the hook up lead is very simple and full explanation of the electrical systems is provided before you leave.

We accept all major credit/debit cards except American Express. You will need a credit card for your pre authorised security deposit (this is a standard practice used by hotels etc, no money is physically taken from your card, subject to the safe return of your campervan).

Yes, but please contact us for up to date information.

A booking deposit of 30% of your hire total is required to reserve your campervan.
This can be paid by most major credit and debit cards. Unfortunately deposits are non refundable.
Please note that bookings made within a month of travel must be paid in full.

A damages deposit of £1,000 (Up to £1,500 for non UK Licence holders) will be required when you collect your vehicle. We will make a pre authorisation on your credit for the value of £1,000 (Up to £1500 for non UK Licence holders) to cover any potential damage to the vehicle and/or equipment as outlined in our terms and conditions, charges apply to each occurrence.

A minimum handling fee of £25 (Plus VAT) may be charged for events such as having to administer repairs, refuelling and forwarding traffic and parking penalties.

The primary driver will need to provide one piece of photo ID such as your driving licence and plus two forms of identification which must be two of the following - utility bill, bank statement, credit card statement, mortgage statement or council tax bill that matches the driving license address and is dated within the three months of the hire commencement.

It is vital that we perform a DVLA check for any endorsements for UK licence holders.
If you are adding an additional driver we also need to see their full licence and perform a DVLA check.
You must provide the requested ID before a vehicle can be released to you. If you are unsure what to bring please check with us.

YOU MUST bring the above documentation as failure to do so may invalidate your hire.

If you have not used the DVLA check system before you can access through the DVLA website: https://www.gov.uk/check-driving-information

When you come to collect your campervan we will give you a full induction. Each campervan & motorhome has an information manual written by us with all the basics and a full manufacturer’s handbook with more details. If you are stuck on something you can call us on our 24 hour support line.

Please allow at least 45 minutes when you collect your campervan so that we can give you a full guided tour of your campervan and complete all the paperwork necessary.

Pets are allowed in our VW Ocean Trail Campervans.
Dogs can be added to your hire in the booking process.
We charge an additional cleaning fee £35 per dog with a maximum of two dogs allowed.  

Smoking or Vaping of any kind is banned in or near our vehicles/awnings.
There will be a deduction from your security deposit should there be evidence of smoking having taken place within the vehicle upon its return to us.

Yes, customers can leave one vehicle with us for the duration of the Campervan / Motorhome hire.
Vehicles are left an the owners risk. 

The closest stations are Three Bridges, Gatwick Airport or Crawley. 

Yes!

Isofix child seats can be used in the VW California Oceans and seatbelt child seats in the Ocean Trail Campervans and Motorhomes.

All campervans have full breakdown cover both in the UK and Europe. Full instructions of what to do in the event of a breakdown and terms and conditions are provided in the vehicle handbook for you.

Fees may apply for call outs for human error, eg. Lockout or lights left on, use outside of contracted area of use, or damage caused by negligence. Fees for excess towing and recovery may also apply at our discretion. We will endeavour to get you back on the road with the minimum of inconvenience, however delays from appointed service providers may occur during peak periods.

We will not be liable for consequential losses or expenditure as a result of failure to provide a vehicle due to unforeseen events, such as delays, repairs, accidents, roadside assistance, third party damage or effects of weather. Our agents VW and the AA are designated to provide assistance and support in such circumstances as per the terms and conditions of the vehicle handbook. It is therefore essential that you also take your own private insurance to cover any additional expenses such as hotels and/or vehicle hire should this go beyond the terms of the AA and VW customer services.

All vehicles will be supplied with a full tank of fuel.
Customers are required to return vehicles with a full tank of fuel.  
If vehicles are returned without a full tank of fuel a £30 service charged along with the cost of fuel will be applied. 

We aim to resolve complaints within 21 days of receipt. Complaints must be made by either emailing info@oceantrail.co.uk or writing to: Ocean Trail, Avensys House, Fleming Way, Crawley, RH10 9JY.  Complaints will only be handled if received within 28 days of the hire period ending. In the event of a unsatisfactory response to your complaint you may contact the BVRLA (British Vehicle Rental and Leasing Association) of which Ocean Trail is a member. The BVRLA will only investigate a complaint once the above procedure has been followed, they will then provide you with an independent free conciliation service.