Campervan & Motorhome Hire FAQs

Have questions about your booking? Wondering what to bring when you collect your campervan? Or need to know what to do if you have a breakdown on the road?

Here, you’ll find answers to frequently asked questions from fellow roadsurfer customers:

Planning

roadsurfer hires include unlimited mileage, a free second driver, 24/7 roadside assistance, basic camping equipment, and flexible cancellation.

Our roadsurfer vehicles are technically inspected before every rental and ready for your adventure.

  • All safety-relevant components and functions are regularly checked and, of course, comply with applicable standards
  • All vehicles are rental vehicles that have already been in use and may therefore show normal signs of wear and tear, such as small scratches or interior wear
  • If you have any further questions, you’ll find helpful information in our Help Centre. There you can also use our chatbot at any time

Yes, all roadsurfer campervans come with basic camping equipment.

You can find roadsurfer discount codes in three places: your customer account, our Deals page, or by signing up to our newsletter.

  • Loyalty discount: If you’ve booked with roadsurfer before, you’ll receive a loyalty discount. You can find it in your roadsurfer customer account.
  • Offers page: You can always find our latest deals and discounts on our Deals page.
  • Newsletter & promotions: The latest deals and promo codes are sent to our newsletter subscribers first. Sign up today to be the first to hear about new offers.

roadsurfer has around 100 locations across the UK, Europe and North America. You can pick up your campervan from any of our locations and return it there at the end of your trip.

  • The easiest way to see our full and up-to-date list of locations is on our Locations page. You can also check availability and prices for your preferred travel dates there.
  • You’ll also find the address, directions and parking information for each location in our Help Centre.

Yes, you can bring your dog! Dogs and other pets are welcome in all roadsurfer models.

  • Simply add the one-off dog fee when making your booking
  • Alternatively, you can add the dog fee later via the extras section in your roadsurfer customer account
  • The price may vary depending on the season and country

Booking

You can book a campervan with roadsurfer directly online through the roadsurfer website.

  • Choose your pick-up location, travel dates, and preferred campervan model.
  • Add extras like camping gear or insurance if you like.
  • Create or log into your customer account to confirm and pay.
  • After booking, you’ll receive a confirmation email and you’re ready for your road trip.

You can change or cancel your booking in your customer account until shortly before pick-up.

  • With Flex option: Refund of the price difference when rebooking to a cheaper trip (≥14 days before departure; exception for shortening <21 days in advance) and refund of the rental price when cancelling (≥21 days before departure).
  • Without Flex option: Refund of the price difference when rebooking to a cheaper trip (≥60 days before departure; except when shortening a trip) but no refund of the rental price in case of cancellation.
  • The booking fee is generally non-refundable.
  • The Travel Fee is always refunded in case of cancellation, provided the cancellation is made at least 48 hours prior to the scheduled collection.
  • For more information, see our frequently asked questions about cancellation and rebooking

You can view and manage all payment details directly in your customer account.

  • There you’ll find your invoices, payment status, and upcoming due dates.
  • For step-by-step instructions, see how to manage your payments.

You can enter your discount code during the booking process in step 3, “Confirm & Pay”, in the field “Add voucher or promo code”. Simply click “Apply” afterwards, and the discount will be shown on the right-hand side of your booking summary.

  • Please note: Once your booking has been completed, discount codes can no longer be applied retrospectively.

You can log in to your customer account by visiting the roadsurfer login page and entering your details.

You can add extra camping equipment to your booking by logging into your customer account and selecting “Add equipment.”

Who can drive?

You need a valid regular driver’s license to rent most roadsurfer campervans under 3.5 tons.

  • Temporary or provisional licenses may be accepted with supporting documents
  • International Driving Permit (IDP) requirements vary depending on your nationality and destination
  • Additional license rules may apply for certain countries or older licenses
  • Check the full driver’s license requirements before booking

Whether you need an International Driving Permit depends on your driver’s license and where you pick up the vehicle.

  • Pickup in Europe: licenses issued in the EU/EFTA/UK are enough (category B). This also applies to Ukrainian licenses under the EU temporary protection scheme and to US military personnel stationed in Germany (special rule).
  • Pickup in North America: licenses issued in the USA, Canada, or the EU/EFTA/UK (category B/3) are enough – no IDP required. Licenses from other countries (e.g. Australia or Turkey) still need one.
  • An IDP is only valid together with your national license. Apply early – processing can take several weeks.
  • Important: if a required IDP is missing, the vehicle cannot be handed over, even with a valid booking.

The minimum age to hire a roadsurfer motorhome depends on where you collect your vehicle.

Preparation & pick-up

You’ll need a valid (international) driving licence, a government-issued ID or passport for all drivers, and a credit or debit card (VISA or Mastercard) with sufficient funds for the deposit.

Complete your online check-in before you arrive, activate your Pick-up Pass at the station, and bring all the required documents to complete the handover.

The roadsurfer camper tutorial walks you through all the important features of your motorhome, so you’ll feel confident setting up, using, and returning your vehicle.

You pay a refundable security deposit at pick-up to cover potential damages or extra costs.

  • The deposit amount depends on your pick-up location, booking date, and is always paid in the local currency by valid credit or debit card
  • Deposit amounts vary by region and may differ for bookings made before or after pricing updates
  • Your deposit status is tracked in your customer account and final release may take several business days or up to 30 days depending on inspection results
  • See the most common questions about our campervan rental security deposit

On the road

You can drive your rental campervan in other countries if you follow the approved cross-border travel rules.

  • USA: Travel is allowed across the United States and Canada, but not to Mexico; some areas like Death Valley have restrictions
  • Europe: Most EU and Schengen countries are allowed, including Monaco, while some non-EU destinations depend on insurance and pick-up location
  • Border-crossing requirements, insurance coverage, and permitted countries may vary depending on your route
  • See the most common questions about cross-border travel rules

An emissions sticker is required in many European cities to show your vehicle meets environmental standards.

  • Many cities and low-emission zones require emissions stickers, registrations, or environmental permits for entry
  • Your roadsurfer campervan includes a German green Euro 6 emissions sticker accepted in most European countries
  • Local low-emission zone rules, tolls, and city-specific restrictions can still vary depending on your route
  • Review the full environmental sticker and travel regulations for each destination before your trip

You can find all the motorhome and campervan instructions and how-to guides in your roadsurfer customer account and on our instructions page.

If your roadsurfer vehicle breaks down, is damaged, or you have an accident, be sure to document everything with photos and contact the 24/7 roadside assistance or roadsurfer support team.

The fastest help comes from Lea, our digital chatbot: she’s available around the clock and answers most questions straight away.

  • Ask Lea via the chat icon in the bottom right-hand corner of our homepage, 24/7 and with no waiting time
  • Find the answer yourself in our Help Centre, which covers the most frequently asked questions
  • If you need urgent help on the road, you’ll find our emergency hotline in your roadsurfer customer account under “On-trip support” once your journey has started

A security deposit is a temporarily held amount on your card to cover any potential damage to your motorhome or campervan rental.

With roadsurfer, there is no mileage limit.

  • You can drive as far as you like
  • There are no additional costs for the miles driven, and crossing borders is not charged separately

Returning your campervan or motorhome

To return your campervan, complete the digital return checklist in your customer account before drop-off and follow the required return steps.

  • Your personalized return checklist opens two days before drop-off and covers cleaning, tank emptying, fluid refills, and station preparation
  • Remove heavy dirt from the windshield and bumper, empty tanks, and refill required fuel and fluids before your return
  • On return day, complete digital check-in through your customer account before handing over your keys
  • Your return includes an initial check, followed by a detailed inspection and deposit or damage processing if necessary
  • Final return results, deposit updates, or damage invoices will be communicated through your customer account
  • See the most common questions about the campervan return process

You can refill your campervan with petrol and AdBlue (Diesel Exhaust Fluid) at petrol stations listed near each roadsurfer station.

You can empty your campervan’s grey water and black water tanks at most campsites.

You can check the status of your security deposit anytime in your roadsurfer customer account overview.

  • Your deposit status is updated throughout the return, inspection, and release process
  • After pick-up, you can track your deposit status in your account at any time
  • If damage is identified, status updates may continue during review, invoicing, or final release processing
  • Depending on the inspection outcome, final deposit release may take several business days or up to 30 days
  • See the most common questions about security deposits

Reimbursement requests are handled in the Claims Portal in your roadsurfer customer account.

  • Contact us via Lea while you are still on the road so we can open your Claims Portal — issues reported after your trip cannot be reviewed.
  • Once your access link is active, create a new issue, upload your receipts and enter your bank details. A claim can only be submitted once and cannot be edited afterwards.
  • The portal stays open for 7 days after your return, and refunds are usually processed within 6 to 8 weeks of approval.
  • See the most common questions about expense reimbursement

After your return, we inspect the damage and inform you transparently about the next steps.

  • Our damage team usually assesses the case within 14 working days
  • If costs arise that are not covered by your insurance package, you will receive an invoice including documentation
  • Your deposit is retained until the assessment is completed and is then either released or offset against any costs incurred
  • More information in the most frequently asked questions about camper damage camper damage FAQs

Have more questions?

Visit the Help Center