Preparation Fee
This mandatory one-time fee is charged per unit/rental and includes the following:
- Initial propane fill
- 2 rolls of biodegradable toilet paper
- Fresh water & sewer hoses
- 30amp electrical cable (from 1 January 2025)
- Levelling Blocks (from 1 January 2025)
- Rubber gloves and toilet chemicals
- Rubber gaskets (from 1 January 2025)
- Basic tool set, lighter, flash light (from 1 January 2025)
- Spare 15 Amp fuses
- First Aid Kit (from 1 January 2025)
- Entrance mat (from 1 January 2025)
Availability
Every effort is made to ensure that the vehicle reserved will be available. However, if due to unavoidable circumstances the reserved vehicle is not available, Fraserway RV Rentals reserves the right to substitute that vehicle with a vehicle of equal or greater value. Subsequent expenses (additional ferry costs, gasoline, etc.) are the sole responsibility of the renter.
NOTE: In a case where the reserved vehicle type is not available, Fraserway reserves the right to select a suitable alternative.
Changes
Booking are not transferrable to other customers. Customer name changes will be treated as a cancellation and a new booking, unless the customer who initially placed the booking will be present at the time of departure.
Consecutive rentals for one customer will be considered two separate rentals. A customer cannot book 2 consecutive rentals for the reason of benefitting from lower taxes or specials that would not otherwise apply.
In the event of a date change, the new travel dates must fall within the same calendar year. Moving the rental date to the following calendar year will be treated as a cancellation and will be subject to fees.
The cancellation fee applied will be based on the originally requested travel dates.
Fraserway shall assume no liability whatsoever in the event a booking or rental is cancelled, rescheduled, changed, postponed or interrupted due to a fortuitous event, act of God, unforeseen occurrence or any other event that renders performance of the rental impracticable, illegal or impossible.
Cleaning of Vehicles
All vehicles must be clean inside when returned. This includes kitchen, bathroom and living areas. A charge of $50 per hour for cleaning will be applied for those vehicles returned in an unsatisfactory state. Vehicle holding tanks requiring dumping by Fraserway staff will result in a $35 service charge.
Outside washing is not required, unless the check-in procedure cannot be performed due to dirt on the vehicle. We recommend that "Northern Travelers" wash the vehicle prior to returning it to the rental station to avoid potential delays upon check-in.
Smoking is not allowed in any of our vehicles. Fraserway reserves the right to charge an additional cleaning fee of $250 if a vehicle returns smelling of smoke.
Currency
All rates and quotes are in Canadian dollars.
Customer Care
For any urgent matters, such as problems experienced with the rental vehicle while on the road, customers must contact our OnRoad Support Service (onroadsupport@fraserway.com) in order to receive fastest possible assistance.
Driver’s license requirements
A valid driver’s license from the country of residence is mandatory. All Drivers must present their original license, copies are not permitted. Drivers must be 21 years or older, no maximum age limit. An international driver’s license (IDP) is recommended but is only valid in combination with the national driver’s license.
International Driving Permit
The IDP is a special license which allows motorists to drive internationally, which is valid only when accompanied by a valid driver’s license from their country. Fraserway does not require an IDP, but recommends renters having one in case they get stopped by the police. Driver’s licenses that are not printed in Latin alphabet require an international driving permit in English language, and Fraserway does not accept responsibility if law enforcement refuses to accept a license on the basis of not being accompanied by an IDP.
International Driving Permit
The IDP is a special license which allows motorists to drive internationally, when accompanied by a valid driver’s license from their country. Fraserway does not require an IDP, but recommends renters having one in case they get stopped by the police.
Drop Off
8:30am to 11:30am, inspection ready. Sufficient time should be allowed for packing suitcases and cleaning vehicles. Late returns are not allowed without Fraserway’s permission. If the vehicle is returned late without Fraserway’s permission, overtime hours are charged up to a maximum of 4 times the daily retail rate.
Early Return
Fraserway RV Rentals will not give any refunds for rentals returned prior to the arranged drop off date.
Fuel
The vehicles are provided to the renter with a full tank of gasoline (or diesel) and must be returned with a full tank. If the renter does not refuel, the renter agrees to pay for having the vehicle refueled at a rate of $3 per litre.
Mileage Charges
It is not possible to purchase kilometers packages at pick-up and not to add kilometers packages during the rental. Each rental must include at least one kilometers package.
Large Events
The use of rental units for any large outdoor event may be subject to an additional deposit or surcharge. Vehicles for festivals and events must be explicitly requested at time of reservation. Restriction: Attendance of the Burning Man Festival with our vehicles is not allowed. Failure to comply with this restriction will result in a penalty of a minimum of $5,000, void of CDR and CDW and renter’s responsibility for all costs involved (including, but not limited to, damage and cleaning)..
Northern Travel
Traveling to the Yukon, Northwest Territories, Nunavut, Labrador, Newfoundland or Alaska (U.S.) is permitted when disclosed in advance.
FRASERWAY will not deliver Van conversions, C-Large, C-XLarge motorhomes to the Yukon, Northwest Territories, Nunavut, Labrador, Newfoundland or Alaska in case of accidents or breakdowns. We do not recommend travel to these areas with C-XLarge motorhomes.
NORTHERN TRAVEL GUIDELINES
Prevent Windshield Damages on Gravel Roads
• Keep a safe distance to the vehicle in front of you
• Slow down or, if possible, pull over to the side when vehicles are approaching, which greatly reduces the chances of flying rocks hitting your windshield at high speeds
Prevent excessive Tire Wear on Gravel Roads
• Reduce your speed to maximum 60 km/h (37 mp/h)
• On rough gravel roads (such as the dempster Hwy), we recommend activating the 4-Wheel Drive (4 High) which can significantly reduce tire wear. See detailed 4x4 operation instructions below.
• Frequent swerving to avoid potholes is far more likely to damage your tires than slowly driving through them
Check Camper Tie-Downs
On rough gravel roads, there is an increased chance of the camper shifting inside the truck box as a result of road bumps and vibration. Frequently check the camper tie-downs for proper tension. Fasten any loose tie-downs immediately.
4x4 Operation Instructions
To engage 4x4, simply turn the 4WD dial from 2H to 4H. This can be performed while driving at speeds less than 70km/hr. A message will appear on the dash reavding “4x4 shift in process”. The shift itself will take a few moments to engage and you can proceed to drive as normal.
For better traction and to prevent excessive tire wear - Please consider using 4H in the following circumstances:
• Wet, slippery roads
• Icy, and snowy road conditions
• Loose gravel, shale, and dirt roads.
When returning to a dry, paved road, return the vehicle to 2H. While driving on dry, paved roads, the additional traction provided by the 4H setting can cause damage to the drive train and tires. Never drive in the 4L setting. This setting is meant to provide maximum traction and is only meant to be used at speeds of less than 5km/h. This setting can cause significant damage to the drive train if not used correctly.
Tire changes / Tools
In the event of a flat tire, we highly recommend having a professional service remove the damaged tire and replace it with the provided spare. However, we acknowledge that in isolated areas, particularly in Northern Canada, this may not always be an option.
In each Fraserway provided pickup truck, there is a full tire change set, located under or behind the rear seats of the cab. This set includes:
• 1x jack
• 1x tire iron
• 1x set of jack handles (3x individual bars connecting)
• 1x instruction sheet
• 1x full spare tire – located underneath the truck bed
When on rough, uneven, narrow gravel roads find an even, level spot. If you need to drive some distance, it is recommended to do so, even if that may damage the tire any further. It is better to change it in a safe, level spot.
Please follow the instructions closely and take reasonable precautions to ensure that your safety is not jeopardized.
General Recommendations
On rough roads, hold steering wheel loosely, steer gently, and avoid abrupt braking or acceleration
Pets
On request only. A charge of $200 per pet will apply.
Pick Up
Vehicles can be collected at our rental stations from Monday to Saturday between 8:30am and 3pm local time (on Sundays at selected stations until 1PM).
On Saturdays between 1 November and 31 March all rentals are on request only.
Whitehorse rental station is closed on Sundays.
Vancouver rental station is open on Sundays between 1 May to 30 September only.
Shuttle transfers are available until 1:00pm.
Please note that we do not allow departures on the same day when arriving on a flight where total flight time exceeds 6 hours (including connecting flights). It is required that the clients stay at a hotel for the first night.
Rentals from 1/1/2025
Whitehorse only: Same Day Departure Guarantee Available for $100.00 one-time fee. Adding this option guarantees pick-up on the same day of arrival on overseas flights in Whitehorse, even if the flight is delayed. Pick-up is guaranteed until 7 pm. This option needs to be booked in advance. For unexpected flight delays, please contact the station directly. Note: To ensure our customers are alert and safe on the road, we strongly recommend that customers who take advantage of the Same Day Departure Guarantee, spend the first night at a campground in the vicinity of Whitehorse.
Clients making their own way to the station are advised to inform the rental depot of their scheduled arrival time at least one business day in advance.
Staffing unfortunately is expected to remain a challenge in the tourism sector for the foreseeable future. We therefore ask for your understanding that wait times and response times may potentially be longer than usual.
The rental stations in Vancouver and Halifax are closed between 24 December to 1 January.
The rental stations in Calgary and Edmonton are closed between 16 December to 1 January.
The rental station in Whitehorse is closed between 16 December 2024 to 7 January 2025 & 16 December 2025 to 6 January 2026.
The rental station in Toronto is closed between 16 December 2024 to 14 January 2025 & 16 December 2025 to 20 January 2026.
Redistribution
If the renter returns the vehicle to any location other than the location indicated on the rental contract, the renter agrees to pay regular rates plus applicable redistribution charge or towing charge.
Reimbursements for Inconvenience and lost Vacation Time
Customers are advised to report any problems with a rental vehicle at the earliest opportunity. Reimbursements for inconvenience or lost vacation time will not be considered for unreported issues.
Refund/Repairs/ Loss of use
All replacement parts or repairs in excess of $50 require prior authorization from Fraserway RV.
Please note that refunds can only be made upon presentation of a proper receipt. Malfunctions of the air-conditioning systems, microwave ovens, radios and cruise controls are not considered breakdowns and no compensation for inconvenience will be given, however if repairs on such appliances are done on the road by a customer, the repair cost will be refunded.
No reimbursements will be given for loss of use due to lost time resulting from accidents, damages or breakdowns or for subsequent expenses as a result thereof (including but not limited to: pre-booked campsite fees, event fees, rebooking fees, ferry expenses etc.).
Renter's Responsibility
Renter agrees by renter’s signature on the front of this agreement that renter has read, is aware of, and accepts full responsibility for and is bound by the terms and conditions contained in this agreement, which also consists of optional documentation provided to renter in connection with this agreement.
Right to refuse service
Fraserway RV LP reserves the right to refuse service.
Seatbelts
The number of passengers may not exceed the number of seatbelts while the vehicle is in motion.
Security Deposit
In the event of an accident, FRASERWAY will retain the security deposit until the motor vehicle insurance company determines liability for the accident. If the motor vehicle insurance company notifies FRASERWAY that the renter is not at fault, FRASERWAY agrees to reimburse the security deposit immediately after receiving notification from the motor vehicle insurance company.
The renter must examine his or her personal insurance policies or coverage that may duplicate the protection offered through our CDR/CDW. In the event of a damage, the renter agrees to pay the deductible for all applicable damages per occurrence to the rented vehicles. It is the renter’s responsibility to file a claim with his or her insurance provider and seek reimbursement, if covered through a third party insurance.
A pre-authorization of a major credit card (Visa, MasterCard or American Express) is required while the vehicle is rented. This also applies to rentals which include CDW. Cash rentals are not allowed.
In cases where the CDR Insurance is not purchased, Fraserway reserves the right to block the full amount of the deductible ($ 7500 + tax) on the customer’s credit card. In case where the CDR/CDW Insurance was purchased the security deposit is $ 750 + tax.
Suitcase Storage
Fraserway RV Rentals offers free storage of luggage at owner’s risk.
Traffic Violations, Parking Fines and Toll Charges
The renter of the vehicle is fully responsible for all toll charges and fines or other consequences resulting from violation of traffic regulations, parking orders or prohibitions, or any other laws or regulations, during the rental. As a courtesy, Fraserway will ensure that tickets and fines are paid in timely fashion if the renter provides the ticket and payment. For any tickets, fines or tolls that are processed after completion of the rental agreement, Fraserway reserves the right to charge an administration fee of up to $25 in addition to the amount of the charges and/or fine and associated costs. All fees will be charged to the renter’s credit card and the renter will be notified by e-mail or mail. Customers are encouraged to inform Fraserway of any potential toll charges or fines upon drop off to avoid the administration fee.
Trucks and Campers
The camper may not be removed from the truck at any time. Insurance coverage is void for all damages incurred as a result of removing the camper from the truck.
OnRoad Support
Fraserway RV Rentals offers free OnRoad Support for all our customers.
If customers experience any issues with their vehicle during their RV trip, they may contact our Fraserway RV OnRoad Support Service at:
Phone: 1-604-636-3057
Toll-free (from a North American land line only): 1-866-535-6601
Email: onroadsupport@fraserway.com
OnRoad Support hours are: April 15 - October 15, 2023 Monday - Saturday 4:00 am - 9:00 pm; Sundays and Holidays 6:00 am - 6:00 pm. Time zone for above hours is of British Columbia and Yukon Territory.
Outside these hours or when all our OnRoad Support Agents are serving other customers, the customer's case will be handled by an external call centre and assigned to our OnRoad Support team. Our Agents will then contact the customer as soon as possible during above-indicated business hours.
For OnRoad Support Service outside of above-indicated dates, customers may contact their departure station.
Ford Roadside Assistance 24/4: For everything related to engine problems, towing, vehicle recovery, flat tires and lockout service:
Within Canada: 1-800-665-2006
Within the U.S.: 1-800-241-3673
Please note that these phone numbers are toll-free from a Canadian phone. Calls from a non-Canadian cell phone may be charged a fee by the provider.
In case of an Accident:
• Make sure that any involved parties are ok. Any injuries should be taken care of ASAP.
• Call the police and/or ambulance (if necessary), dial 911, and then inform Fraserway.
• Exchange information with the affected parties.
• Try to record everything on the scene using the accident report from your binder.
• Your notes should include name, address, phone number, insurance company, policy number, driver license number and license plate number for the driver and the owner of each vehicle. If the driver's name is different from the name of the insured, establish what the relationship is and take down the name and address for each individual. Also include a written description of each vehicle, including year, make, model and color - and the exact location of the collision and how it happened, and ideally the names and badge numbers of all emergency personnel.
• Take pictures if possible. Use your camera to document the damage to all the vehicles. Keep in mind that you want your photos to show the overall context of the accident. If there were witnesses, try to get their contact information; they may be able to help you if the other drivers dispute your version of what happened.
• File an accident report with the police, and report the claim to your own credit card company or insurance company.
Vehicle Recovery / Towing:
If you find yourself in a situation where your rental vehicle is stuck in mud, snow or in a ditch, please note that Roadside Assistance may partly or fully cover the cost of recovering and /or towing the vehicle. Costs for arranging a tow truck directly with a towing company can be enormous.
Any charges for towing or recovery of a vehicle not arranged through Roadside Assistance (Ford / Dodge / Chevrolet) are not covered by CDR or CDR Plus insurance unless the renter can prove that contact with Ford / Dodge / Chevrolet was established and service was declined.
Vehicle Breakdown and Appliances failure:
Our motorhomes are well maintained and kept in very good technical condition, however a technical problem may appear.
In the unlikely event of an accident or breakdown we would like to ask you to do the following:
Chassis / Engine related issues:
• For minor issues, e.g. keys locked inside the vehicle or a discharged engine battery, call (Ford, GMC or Dodge) Roadside Assistance. They will send a contractor who will be able to unlock or jump start the vehicle for you.
• In case of an engine failure, contact Fraserway first. Depending on your location and the time of the breakdown, we will decide whether the vehicle should be towed to a dealer for repair or if we will send a replacement vehicle before towing the broken down vehicle.
Coach related issues:
• If you encounter any problems with the coach itself, e.g. problems with the fridge, furnace, stove, air conditioner, water supply, waste water tanks etc. please contact either your nearest Fraserway location during office hours, or call the toll free emergency number after hours.
Flat Tires:
• Roadside assistance unfortunately does not always offer to replace a damaged tire, they might only offer to tow the vehicle to the closest dealer. If this is the case, please contact your nearest Fraserway location during office hours or call the toll free emergency number after hours, as we are often able to arrange a service call trough a tire company directly. You can also call the KalTire emergency line.
When calling Roadside Assistance:
1. You will first be asked to provide the vehicle’s VIN number (Vehicle Identification Number). The VIN number can be found either on your contract, on the vehicle registration papers or on the dash-board of your vehicle close to the windshield (driver side).
2. You will be asked to provide the odometer reading of your vehicle.
3. You will be asked to provide the exact location of your vehicle, street name, crossroad; provide as many details as possible.
4. It will be important that you mention to them that you are driving a motorhome. If you are renting a truckcamper, make sure you mention that there is a camper loaded onto the truck. The approximate length of the vehicle may also be important.
5. You will be asked to leave a contact number. If you have no access to a public phone and no cell phone reception, it is especially important that you describe as clearly as possible where the vehicle is located.
6. Roadside Assistance will then send a tow truck to your location as soon as possible. In remote locations this may take up to a few hours, however Roadside Assistance will usually provide you with an Estimated Time of Arrival.
7. Notify Fraserway; depending on the nature of the problem it will be decided whether a replacement vehicle will be dispatched or not.
Shuttle Transfers
Fraserway RV Rentals offers free transfers to/from international airports, hotels in the vicinity of the airports, as well as hotels downtown (Except Toronto & Edmonton downtown).
Shuttle transfers are provided between 8:30 am and 1:00 p.m and may vary and depend on traffic conditions. Customers must contact their departure rental location directly to schedule the shuttle transfer (ideally 3-5 days before departure date). Shuttle transfers will be prioritized on a first come first serve basis. To schedule a pick up, customers may use the contact details under the following link:
http://www.fraserway.com/rentals/contact#locations.
Shuttle Transfer at Return
Shuttle transfer for returning customers operates on a first-come, first-serve basis after the return process is completed. Customers cannot schedule shuttle in advance. Shuttle service is available until 1pm.
Please note that shuttle transfer requests will only aswered during office hours.
Travel Restrictions
- Travel into Mexico is prohibited;
- Travel in Death Valley, California, is prohibited between June 1 and August 31;
- Non-public roads and off-road driving is prohibited at all times;
- Fraserway does not allow the vehicle to be left unattended by renter in the city of Montreal, Quebec,
Ottawa and New York. Failure to do so will void the insurance coverage and make the renter liable in case of theft and/or damages.
- Travel to Newfoundland and Labrador is not recommended with C-XLarge or A30 motorhomes.
- Restrictions are in place for the following Northern roads:
British Colombia:
* Hwy 20 between Anahim Lake and Bella Coola – not allowed with C-XLarge Motorhome
* Telegraph Creek Road between Dease Lake and Telegraph Creek – allowed with 4x4 trucks only
Yukon:
* Canol Road (Hwy 6), North of Ross River - not covered by CDR or CDW
* Aishihik Lake Road - Canyon Creek to the north end of Aishihik Lake - not covered by CDR or CDW
* Nahanni Range Road (Highway 10) - Between Robert Campbell Highway and Tungsten, NT - not covered by CDR or CDW
Alaska:
* Dalton Highway (Hwy 11) - Restriction in place between Coldfoot and Prudhoe Bay (allowed with 4x4 trucks only between June 15th and Sep 15th)
* McCarthy Road, between Chitina and McCarthy - not covered by CDR or CDW
* Nabesna Road - Between Slana and Nabesna Mine - not covered by CDR or CDW
Fraserway reserves the right to limit travel on any roads or road sections based on changing conditions.
Terms regarding vehicle replacement in case of breakdowns or accidents which are outlined in our insurance conditions on page 34 do not apply to the above mentioned roads.
Winter Rentals
The following information is provided to all renters who are travelling during a time of the year where freezing temperatures are a risk. We kindly ask you to read these directions carefully and sign the document in acceptance.
Winterized Vehicles:
Please note that all vehicles departing between October 01 – April 30 may be subject to winterization. The decision will be based on the temperatures and the Please note that all our vehicles are winterized as long as the temperatures are constantly below freezing. Therefore the vehicle will have NO water on board. You will have to supply external water jugs and the shower will not be usable. If you wish to use the toilet you will need to carry plumbing anti-freeze (not to be confused with motor vehicle anti-freeze) with you to ensure the liquids will not freeze in the tank. The same goes for the sinks (grey water). If you are planning on draining any liquids down the grey water tank please note: a cup of antifreeze will be required after each use to ensure no water is freezing in the p-trap and the tanks cannot be more than 50% full (leaving enough air for expansion in the event the contents freeze after all). As all public dump stations will be closed, a dumping fee of $25 will be levied upon return if the grey- or black water tank have been used.
Batteries:
Please be aware that batteries drain much faster in cold weather. The camper batteries are connected to several appliances and electrical systems in your camper and therefore have to be kept charged up at all times. In order to keep your batteries at a working level the vehicle needs to be plugged in to an electrical power outlet each night. Therefore please plan your trip accordingly and ensure that 110V plug-ins are available at your destination for the night.
Furnace:
One of the most important features in your camper during the winter months is your furnace. Your furnace is running on propane but the automatically connected ventilator for distributing the heat inside the camper is drawing its power from your batteries (a night without being plugged in while your furnace is running might drain your batteries enough to prevent them from functioning properly. Once batteries are depleted they will no longer accept charges and need to be connected to a special external charger for 5-6 days before they are able to hold any charge).
Propane:
Several appliances are running off your propane supply:
Stove top, oven (if applicable), refrigerator and as mentioned above – the furnace.
Supplied propane on board varies from 32l – 87l depending on the vehicle type and will likely not last for your entire trip (especially because the furnace will be drawing a lot of propane). Therefore another important point to implement into your planning stage for winter camping is possible locations to refill your propane supply along your planned route.
IMPORTANT: Propane transforms to a liquid state at approximately -42°C (-44°F), which will render all propane-operated appliances inoperative. It is important to note that while driving, the wind chill may cause propane to cool down further below the actual outside temperature, and may therefore liquefy faster than expected.
Engine Block Heater:
Once temperatures drop below -20°C, starting the engine may become more difficult. As these winter temperatures are common in several regions of Canada, all our vehicles are equipped with an engine block heater. A block heater warms the engine to increase the chances for the engine to start as well as warm up your vehicle faster than it normally would in extremely cold weather.
We will supply you with an extension cord at time of pick up to plug in your engine block heater whenever temperatures are falling below -20°C, particularly when parked for a longer time period (i.e. overnight). Your block heater is connected to a power cord routed through the vehicle's grill and needs four hours to warm up the engine before it is started.
Generator:
If your vehicle is equipped with a built-in generator, please bear in mind that generators may not start in cold temperatures and are therefore not a safe back up to rely on for producing 110V and recharging your camper batteries.
Attention:
If forecasted temperatures are below -35°C we keep the right to cancel the booking for safety reasons (with a full refund of your rental cost). Extreme temperatures may cause a lack of pressure in the propane tank and may prevent your furnace and other appliances from working properly.
By signing this form the Renter acknowledges full responsibility for any damage to the domestic water system that is caused by freezing to the rented vehicle.
Upon return of the vehicle, the domestic water system will be thoroughly tested for leaks. The water test cannot be performed if any part of the water system is frozen. In this case the Renter’s security deposit will be held until the water test can be performed and damages assessed. The Renter will be required to pay any such damage prior to receiving a refund of the security deposit.
This is an appendix to our Terms and Conditions and as such is part of the Rental Agreement. All of our other terms and conditions apply.
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