Being a Partner with VCH

By partnering with VCH, you’re helping bring people together through the simple and affordable joy of the great outdoors. Our role is to connect caravan owners like you with hirers, managing the entire rental process while delivering exceptional service and support to both our partners and the hirers. Plus, you’ll always have the freedom to use your caravan whenever it’s not booked out.

What sets us apart is our commitment to making every customer experience exceptional. We’ve developed streamlined procedures to ensure all caravans are prepared to a consistently high standard. This consistency and attention to detail is what keeps hirers coming back and drives our success.

As a Partner, we’re here to support you every step of the way. In return, you are required to maintain the same high standards that make Victorian Caravan Hire a trusted name. Together, we’ll continue to create unforgettable holidays and grow this incredible community.

This guide will help you prepare your caravan for hire and ensure a smooth process for both you and your renters. Following these steps will guarantee your caravan meets our standards and exceeds renter expectations.

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1. Preparing Your Caravan

As a Partner, it’s essential to ensure your caravan is stocked with the required inclusions and they are clean, functional, and ready for each hire.   The link below to Partner Supplied Inclusions has a full list of items you are required to put in your caravan.  All inclusion items need to be obtained by the Partner (at their expense) before the first hire.  VCH has recommended retailers and wholesalers for each item, so contact us if you would like assistance.  It’s important that all other personal items are removed.

www.victoriancaravanhire.com.au/partner-supplied-inclusions/

See the section below on Pre-Hire Cleaning & Checking Process to see how the caravan is checked and cleaned before each hire.

2. Insurance Requirements

All caravans must have hire-specific insurance. We recommend CIL, but feel free to use another provider that offers comparable coverage. If you need help setting up insurance, we’re happy to guide you.  We will require a copy of your current insurance certificate.

3. Photos for Marketing

Great photos help showcase the best features of your caravan and attract more renters. To give your caravan the best chance of being booked, upload high-quality images to your portal that VCH can use for advertising.

General Photo Guidelines

• Use landscape mode (hold your phone sideways) and set your camera to the highest quality available.
• Choose a clean, appealing background—scenic spots or open spaces work best. Avoid clutter such as rubbish bins, parked cars, or personal items that aren’t included in the hire (e.g., BBQs).

Interior Photos

• Keep it neat and inviting—use plain bedding and pillows, and smooth out any wrinkles.
• Be mindful of reflections—avoid accidentally capturing yourself in mirrors or windows.
• Adjust lighting—close blinds if there’s anything unsightly outside.
• Use the right angle—hold the camera at chest height to get a natural, well-balanced perspective.

Required Photos

5. Maintenance and Servicing

To keep your caravan in top shape, regular maintenance is a must: 

Servicing: Service your caravan at least every 12 months or after every 10,000 km, whichever comes first.  We work with a number of caravan servicing companies who will provide discounted servicing to our partners.  Contact us for details.

Repairs: Address any issues promptly to ensure your caravan remains safe and appealing to Hirers.  Our support team may be able to travel to your caravan to help rectify minor issues.  We can discuss the costs of this at the time. 

6. Communication

Stay in touch with us! It’s important to:

• Block Out Dates: Notify us of any dates when your caravan is unavailable.   Do this by sending an email with your dates to (use this link)
• Respond Promptly: Answer any questions from our team within 24 hours to ensure smooth operations.

7. Support from Victorian Caravan Hire

We’re here to make your experience as a Partner seamless. Here’s what we provide:

• Bookings and Payments: We handle everything from advertising to securing payments.
• 24/7 Customer Support: hirers contact us directly for any questions or issues.
• Marketing: Your caravan will be featured on our platform, paid ads, and social media.
• Resources: You’ll have access to online checklists, preparation guides, and automated instructional videos.
• On the ground support: Our support team can assist you with preparing your caravan for hire and carrying out handovers to customers. (*subject to availability, location and a fee)

8. Roadside Assistance

All partners benefit from national roadside breakdown and towing cover on their caravans, included in your annual membership fee. This ensures peace of mind for both you and the Hirer.  Policy limits apply and Partners are responsible for paying any extras beyond the limits.

Partners should familiarise themselves with the “CAR + CARAVAN” cover we place on their caravan (details below).  Note that cover for towing is limited to the lesser of a KM limit and a $$$ value.  The Partner will need to pay for excess towing fees before a tow will be arranged.

https://247roadservices.com.au/roadside-assistance-caravans

https://247roadservices.com.au/wp-content/uploads/2024/11/T__Cs_Caravans_V3.pdf

9. Damage vs Wear and Tear

All “damage” is measured against an industry standard “wear and tear vs damage guide” (standard in the car rental industry).  We have adapted this to be relevant to the caravan hire industry.  If a change in condition during hire is classified as damage, then the cost to rectify will be covered by the Renter’s bond and, if necessary, the Partner’s insurance.  If the change in condition is classified as wear and tear, then no claim can be made against the hirer.

Refer to the guide here: VCH Wear and Tear Guide 

10. Pre-Hire Cleaning & Checking Process

The Pre-Hire Cleaning & Checking Process ensures that each caravan is safe, clean, and fully equipped before the hirer collects it. The Partner must complete the online checklists in their caravan portal to confirm that all required checks have been carried out.  The Pre-Hire Checklist contains approximately 100 items to be checked or cleaned, covering the following areas:

• Safety Checks: Inspect tyres for correct pressure and tread condition, check suspension for broken springs or damage, test stabiliser legs and awning operation, and verify all other critical safety components.
• Cleaning & Presentation: Thoroughly clean the interior and exterior, including the fridge, microwave, air conditioning filters, and all surfaces.
• Inclusions Check: Verify that all items listed on the VCH Inclusions List are present and in working order.

The checklists are found on your Portal (Trello) under the Caravan tab.  See the section below called Portal (Trello) dashboard for more details.  When all checks are complete, VCH will confirm the caravan is ready for hire. Failure to complete these checks may impact future bookings. If you’re busy or unavailable, we also offer an option for one of our team members to prepare the caravan on your behalf too.  NOTE: a fee applies to this option and it is location dependent.

 

11. Condition Report

A Condition Report must be completed at the start and end of every hire using the VCH Condition Report Template. This ensures a consistent and thorough record of the caravan’s condition, helping to prevent disputes regarding damage or missing items.  VCH will prepare and upload the condition report template to the Booking card in your Portal prior to the handover.

Handover Process

The Partner (or VCH, if managing the handover) must complete the VCH Condition Report with the hirer at pickup.  The report must include:

• Photos of the caravan – minimum 8 exterior and 6 interior.  Upload these to the Booking card in the Portal.
• Notes on any existing damage.
• Confirmation that all included items from the VCH Inclusions List are present and in working order.
• The hirer’s signature acknowledging the caravan’s condition at pickup

Return Process

Within 1 business day of the caravan being returned, the Partner (or VCH, if managing the handover) must review the VCH Condition Report completed at the start of the hire.  Any new damage, missing items, or excessive cleaning requirements must be recorded with supporting photos.  Failure to complete a signed VCH Condition Report may impact bond claims. If a claim is made, VCH will only process deductions supported by a completed report showing the caravan was undamaged at pickup.

12. Handover Process

The handover process is essential for ensuring the hirer understands how to correctly and safely use the caravan during their hire. We offer 3 handover options to suit your preferences:

1. In-Person DIY Handover: You meet the Hirer at your home and explain the caravan’s setup, features, and operation. This personal touch can improve satisfaction.
2. In-Person Supported Handover: A representative from VCH travels to your caravan and completes the handover on your behalf, without your involvement. NOTE: a fee applies to this option and it is location dependent.
3. Contactless Handover: Use our automated instructional videos to guide hirers through the process without anyone needing to be present (*scheduled to be available from 1st April 2025)

For an In-Person DIY Handover, the Partner must follow the process and checklists provided by VCH to deliver consistent operational instructions and guidance.  These cover:

• Operational Instructions: Provide a detailed walk through, ensuring the hirer understands how to:
  • Hitch and tow the caravan safely.
  • Operate appliances, gas, water, and electrical systems.
  • Use stabilisers, awnings, and other key features.
• Condition Report: Complete the VCH Condition Report, including the hirer’s signature.
• Identification Check: Confirm the hirer’s identity and licence.
• Final Confirmation: Answer any questions, provide the necessary documentation, and confirm the hirer understands their responsibilities.

13. Bond Claim Process

All bond payments are collected and held by VCH.  Bond deductions may apply for:

• Damage that meets the definitions within the guide VCH Wear and Tear Guide (see above)
• Excessive cleaning if the caravan is returned in an unreasonably dirty condition.
• Missing or Broken Items: Any lost or damaged equipment supplied with the caravan.
• Late Return Fees: If the caravan is returned past the agreed time without approval.
• Unauthorised Use or Breach of Terms: Includes smoking inside, pet violations, or off-road use where not permitted.

Partner completes handover directly with hirer

Upon return, the Partner must inspect the caravan and notify VCH within 24 hours if any deductions are required. Bond claims must be supported by a completed and signed condition report from the start of the hire, confirming that the damage was not preexisting.

VCH will assess the claim within 2 business days and, if accepted, notify the hirer. The hirer then has 3 business days to dispute the claim. If no dispute is raised, the bond deductions will be released to the Partner, and any remaining balance refunded to the hirer.

VCH completes handover to hirer on behalf of Partner 

If VCH handles the handover, VCH will inspect the caravan upon return and notify the Partner within 1 business day if any deductions are required.  The Partner has 48 hours to respond after which VCH will notify the hirer. The hirer then has 3 business days to dispute the claim. If no dispute is raised, the bond deductions will be released to the Partner, and any remaining balance refunded to the hirer.

14. Payments to Partners

The Hire Fee and Bond are collected by VCH prior to the handover.

• The Hire Fee is paid out to the Partner within 2 business days of VCH receiving the fully completed handover documentation.
• The Bond is held by VCH and released according to the steps outlined in the Bond Claim Process above.

Urgent Repairs & Replacements

VCH is authorised to arrange urgent repairs or replacements on behalf of Partners, up to a set limit per item or issue (currently $500), to minimise disruption for hirers.

Partners are required to provide a credit or debit card, which will be held on file to cover repair costs. VCH will attempt to contact the Partner to discuss urgent repairs. If the Partner cannot be reached, VCH will proceed with the necessary repairs or replacements, and the cost will be charged to the provided card.

Towing fees are an exception to the $500 limit and are unlimited. VCH is authorised to charge the full towing cost to the Partner’s card to ensure timely assistance and reduce additional costs that may otherwise be passed on to the Partner if the caravan is unavailable, such as alternate accommodation expenses or hire fee refunds.

15. Portal (Trello) dashboard

A Trello board is used as a Portal for sharing and managing details relating to the Partner’s caravan and all bookings.  Each Partner receives a cut-down version of the full management Trello board used by the VCH office for their fleet of caravans. Below is a screenshot of an example Portal Homepage.

Caravan tab: Details relating to the caravan. Importantly, all preparation checklists are within this tab.  These checklists are completed by the Partner when checking for damage after a hire and preparing the caravan for the next hire.  They are then checked by VCH prior to the handover, and then reset by VCH after the caravan goes out on hire.

Future & Current Bookings tab: one card for each upcoming booking.  VCH will add a new card for each new booking, and add necessary details to these.

Documents tab: A place to store documents (such as insurance) and photos.

 

Uploading documents

Click on the card matching the document type to upload (eg: Marketing photos, etc) and then click either Attachment or Add.

 

16. Fees

Annual membership fee, which includes national roadside breakdown and towing cover (your car’s normal policy will not cover the caravan when hirers use it)	$250 per year
Our standard fee for managing the booking and providing support	25% of hire fee
Optional Extra – Checking a caravan after a hire and preparing for the next hire.  We recommend partners check their caravan themselves and avoid this fee.	$150 – extra fees may apply based on distance and condition of caravan (*Extra fees for a particularly dirty caravan will usually be passed on to the hirer)
Optional Extra – Carry out a handover on your behalf.  We recommend partners either do the handover themselves or choose a contactless handover with video instructions provided by us and avoid this fee.	$150 (extra fees may apply based on distance)
Minor repairs to caravans	Varies based on repairs and location. Send your requirements and we’ll let you know.

17. Partner Cancellation Policy

Partners may withdraw their caravan from future availability by providing 14 days’ written notice to VCH. This will prevent new bookings, but the partner remains responsible for fulfilling all existing confirmed bookings.

If a partner wishes to remove their caravan while future bookings exist, VCH will attempt to reassign affected bookings to other caravans in its fleet. If a suitable replacement is found, the partner will be charged a delisting fee equal to 10% of the value of all future bookings, plus any shortfall if the substitute caravan’s hire fee is higher.

If no suitable replacement is available, the partner must either honour their existing bookings or compensate affected hirers directly for any additional costs incurred, such as higher rental fees or cancellation expenses.

VCH reserves the right to terminate the Service Agreement immediately if a caravan fails to meet safety standards, lacks appropriate insurance, or if the Partner’s Satisfaction Rating falls below the required level and they do not follow VCH’s recommendations for improvement.

18. Partner Satisfaction Guarantee

At Victorian Caravan Hire (VCH), we are committed to maintaining exceptional service standards for our hirers. The Partner Satisfaction Guarantee helps recognise areas where Caravan Partners excel and identifies where additional support may be needed to meet expectations.

How It Works

Hirers are asked to provide feedback by rating their experience with the Partner across several key areas. These ratings are private and shared only with VCH. Partners receive a summary of their feedback, without identifying details of the hirer.

Hirers rate their satisfaction in each of the following categories on a scale of 0 to 5:

• Cleanliness
• State of Repair
• Condition and Completeness of Inclusions
• Accuracy of the Condition Report
• Ease of Accessing the Pickup and Return Location
• Quality of Handover Explanation
• Overall Experience with the Caravan Partner

If a Partner’s overall satisfaction score falls below 90%, or the rating in any individual category drops below 80%, VCH will work closely with the Partner to identify areas for improvement and provide recommendations and support to meet the required service standards.

If the necessary improvements are not achieved within a reasonable time frame, the Partner’s listing may be removed from the platform, and any future bookings may be transferred to other Caravan Partners.

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Updated 10 February 2025