Terms of Service

We rent Mercedes-Benz Sprinter vans, with or without a chauffeur, and we operate guided tours using the same fleet. Some vehicles in the fleet are owned by us and some are owned by host partners and managed by us. In either case your agreement is with Vava Van Holdings LLC, and we are responsible for the service you receive.

A reservation covers a named vehicle class for a stated period. If the exact vehicle you reserved becomes unavailable through damage, mechanical fault or a delayed return by a prior client, we will supply the closest equivalent or better at no additional charge. If no equivalent exists, we refund every amount you have paid for that reservation.

A reservation is confirmed when we have a signed rental agreement, a valid payment card on file and a deposit of twenty-five percent of the quoted total. The balance is charged forty-eight hours before the vehicle is delivered or collected.

We also place a refundable security hold of $1,500 on your card at handover, or $2,500 for camper builds and multi-day tours. The hold is released within five business days of return once the vehicle has been inspected. A hold is an authorisation, not a charge, though your bank may show it as pending.

Quoted rates are in US dollars and exclude tolls, parking, airport access fees, chauffeur gratuity and any state or local surcharge, all of which are itemised on your final invoice.

Cancel fourteen or more days before the start of the reservation and we refund everything you have paid, less a $150 administration fee. Cancel between seven and thirteen days out and we retain fifty percent of the reservation total. Cancel inside seventy-two hours and the reservation is non-refundable.

You may move a reservation to a new date once at no cost, provided you ask at least seven days ahead and the vehicle is free on the new date. Later changes are treated as a cancellation followed by a new booking.

If we cancel for any reason other than your breach of these terms, you receive a full refund and, where you have booked a tour, reasonable documented costs of rebooking travel to the departure point up to $500.

Every person who drives one of our vehicles must be at least twenty-five years old, hold a licence that has been valid for at least three years, and pass our motor vehicle record check. We decline any driver with a DUI, a reckless-driving conviction or more than two moving violations in the last seven years.

Additional drivers must be named on the rental agreement before they take the wheel. An unregistered driver voids the insurance on the vehicle for the whole of that trip and makes the named renter responsible for the full replacement value of the vehicle.

On chauffeured reservations the vehicle is driven only by the VavaVan chauffeur assigned to your booking. Chauffeur hours follow federal hours-of-service rules, and we will schedule a relief driver rather than let a shift run past the legal limit.

The vehicles may not be smoked or vaped in, used to carry more passengers than there are belted seats, driven while any occupant is consuming alcohol, used for rideshare or courier work, sublet or re-rented, towed with, loaded above the stated payload, or taken outside the United States.

Off-pavement driving is permitted only in camper and expedition builds, and only on maintained forest, park or beach access roads. Rock crawling, dune running, water crossings and closed-course driving are never permitted.

Pets travel only in camper builds, only with written approval and with a $250 pet cleaning fee added at booking. Trained service animals are welcome in any vehicle at no charge and are never treated as pets under this section.

Self-driven reservations include 150 miles per rented day, pooled across the whole reservation. Additional miles are billed at $0.85 per mile. Chauffeured reservations are priced by time and route, and mileage is included in the quote.

Return the vehicle at the fuel or charge level shown on the handover sheet. Anything short is refuelled at the local pump price plus a $75 service fee.

Tolls, congestion charges and parking incurred during your reservation are billed at cost plus a $15 processing fee per reservation, not per transaction.

We photograph every vehicle at handover and again at return, and both sets of photographs are attached to your invoice. Damage that is present at return and absent at handover is your responsibility up to the deductible of $2,500, or in full where the damage results from a breach of these terms.

A standard detail between trips is included and never charged to you. Cleaning beyond that standard is billed at cost: $250 for heavy soiling, $500 for smoke remediation, biohazard or upholstery damage requiring replacement.

Late returns carry a thirty-minute grace period, then $75 per hour, then a full additional day once you pass three hours. Tell us as soon as you know you will be late and we will extend the reservation instead where the vehicle is free.

Every vehicle carries primary commercial auto liability and a $2,000,000 umbrella policy. Physical damage coverage applies to the vehicle itself, subject to the deductible described above.

That coverage depends on you following these terms. Driving under the influence, allowing an unregistered driver to take the wheel, using the vehicle for a prohibited purpose or leaving the permitted operating area voids coverage for the trip in question and leaves you responsible for the full loss.

Your own auto policy, and any coverage your payment card provides, sits behind ours and applies only after our limits are exhausted. We do not insure personal belongings left in or taken from a vehicle.

We are responsible for delivering the vehicle and the service you booked. We are not responsible for indirect or consequential losses, including missed flights, missed events, lost business or lost profit, whatever the cause.

Our total liability for any reservation is capped at the amount you paid for that reservation, except where a court finds the loss was caused by our gross negligence or wilful misconduct, or where law does not permit the cap.

Where a vehicle fails in service, our remedy is roadside assistance, a substitute vehicle where one can be brought to you, and a pro-rated refund of the unused time. That remedy is offered in place of, not in addition to, any wider claim.

Neither party is in breach of these terms where performance is prevented by something outside its reasonable control: severe weather, wildfire, flood, road or airport closure, civil disorder, strike, epidemic, an act of government, or a failure of the public power or communications network.

If such an event stops a reservation from going ahead, you may reschedule to any date within twelve months at the original rate, or take a full refund of amounts paid for the affected days. We will tell you as early as we reasonably can.

These terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules. Where a matter is not covered by the arbitration agreement, the state and federal courts sitting in Dallas County, Texas have exclusive jurisdiction.

Disputes are resolved under our binding arbitration agreement, which you should read alongside these terms. It contains a class-action waiver and a thirty-day right to opt out.

We update these terms from time to time. The version that applies to your reservation is the one published on the day you booked, and we keep prior versions on file. Material changes are emailed to anyone with an active reservation at least thirty days before they take effect.

Questions about these terms go to [email protected], or by post to Vava Van Holdings LLC, 2001 Ross Avenue, Suite 700, Dallas, TX 75201.