Q: Where do we pick up/drop off the van ?

A: For the 2025 season our pick up will be in the East Lothian village of Ormiston. In previous seasons we have been very flexible on location pick ups.  However, we are a family run business and this year we are having a baby! Therefore, pick up will be at our home. This is the perfect location to start your trip. Ormiston is a direct bus ( number 113) from the centre of Edinburgh and takes under an hour. We are right beside the city bypass so you can get to the mountains in no time at all - with much less hassle than picking up in the city. Our quiet village also gives you space and time to practise driving on the other side of the road or manoeuvring our larger camper.  If you want to explore the stunning beaches of East Lothian they are 15mins away !

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Q: What time can we pick up/drop off the van?

A: This can be agreed upon at time of booking and we do offer flexibility in this area. We can do our best to fit around arriving flights etc. However, due to changeover of vehicles, particuarly in peak season a time must be agreed asap in advance of arrival - a change to your arrival can have a knock on affect on subsequent bookings later in day.

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Q: Do we need to clean the van on return? 

A: The van does not need professionally cleaned on return. All we ask is that you 

• empty the waste water/ 

• Empty the bins 

• strip the bed linen 

• empty and wipe the fridge and surfaces 

 

Q: Do you take a security deposit?

A: At Van Clan Campers, we take a refundable security deposit to cover the insurance excess in the unlikely event of an accident, as well as any internal damage or breakages during your trip. This deposit is not charged, but simply held on your card as a pre-authorisation, meaning no money leaves your account unless needed. You’ll see the word “pending” beside the amount on your banking statement. Once the van is returned safely and in good condition, the hold is automatically released. Please note that depending on your bank, especially with foreign accounts, it can take up to 2 business days for this change to show on your statement. On the occasion that we do require to deduct we operate with transparency, fairness and kindness. There may however, be a waiting period while we liase with the insurance company and further parties as to the particulars of the deduction.

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Q: What do we do in the event of breakdown or accident?

A:  Our vans are covered by the RAC breakdown service ( www.rac.co.uk) 24 hours a day 7 days a week. The RAC will come to you at the roadside and can fix on the spot or will take you to a nearby garage. In the event the van needs to be towed this is also included in the price. We will refund any nights lost to repairs that are not the fault of the driver. All of this is outlined in our terms and conditions upon booking and confirming insurance. In the event of dangerous accidents the first call would be to 999. In the UK we have a non emergency police number (101) which is also useful if you are unsure. We also ask that you send us a whatsapp message to keep us updated and see if there is anything that we can do in the first instance to get you back on the road. The RAC is a great service but can take a few hours to arrive so please be prepared for a short delay. 

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Q: What if I need to cancel? ​

We understand that plans can change. If you cancel more than 30 days before your trip, you’ll receive a full refund. Cancellations made between 14 and 30 days before the start date will receive a 50% refund, and unfortunately, no refund can be given for cancellations made within 14 days of your trip. If you need to change your booking dates, you can request this for a £25 admin fee, subject to availability. In the unlikely event that we have to cancel your booking (such as due to a mechanical issue), we’ll offer a full refund or do our best to arrange a replacement vehicle.

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