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Master Terms and Conditions of Hire — 2026 Edition
Contracting Party. This Hire Agreement is entered into between Onward 2 Upward Ltd (Company No. 12707392) trading as Why Knott Hire (“Why Knott Hire”, “the Company”, “we”, “us” or “our”) and the Hirer named on the booking confirmation (“the Hirer”, “you” or “your”).
These Terms and Conditions govern every booking and hire of a vehicle supplied by Why Knott Hire and form part of the legally binding agreement between the Company and the Hirer.
By paying a deposit, making a booking, signing a hire agreement, collecting a vehicle, permitting an authorised driver to operate a vehicle, or otherwise accepting possession of a vehicle supplied by Why Knott Hire, you agree to be bound by these Terms and Conditions.
For the purposes of this Agreement:
2.1 A booking is secured only when the required booking deposit has been received.
2.2 The booking deposit is 20% of the total hire cost and is non-refundable except where otherwise stated within these Terms.
2.3 The balance of the hire charge must be paid no later than four weeks before the commencement of the Hire Period. For bookings made within four weeks of the commencement of the Hire Period, the full hire charge is payable at the time of booking.
2.4 Failure to pay the balance by the due date may result in cancellation of the booking without further notice.
2.5 Why Knott Hire reserves the right to refuse any booking at its absolute discretion.
2.6 All published prices are subject to correction in the event of genuine administrative or pricing errors.
2.7 Additional services including but not limited to European travel, festival attendance, additional drivers, winter equipment, awnings and other optional extras may incur additional charges.
2.8 The maximum hire period is 28 days. A booking may not exceed 28 days unless a longer period has been agreed with Why Knott Hire in writing.
2.9 Where a change to a confirmed booking is agreed after the balance of the hire charge has been paid in full and that change increases the total hire charge, the additional amount is payable within 48 hours of Why Knott Hire confirming the change, or by 24 hours before the Collection time, whichever is sooner. If it is not paid in time, Why Knott Hire may cancel the change and revert the booking to the dates, times and details previously confirmed. Where those previously confirmed dates are no longer available, Why Knott Hire will contact the Hirer to agree an alternative. Any amount shown in the customer portal before a change is approved is an estimate; the amount payable is the amount confirmed by Why Knott Hire on approval. This clause does not affect the Hirer’s statutory rights.
2A.1 Where offered, the Hirer may choose to pay the balance of the hire charge (clause 2.3) in equal monthly instalments of between 2 and 10 payments, determined by how far ahead of collection the booking is made (“a Plan”) instead of in a single payment. A Plan carries no fees, interest or additional charge of any kind — the total amount payable under a Plan is exactly the same as paying the balance in full.
2A.2 To start a Plan, the Hirer must give explicit consent and pay the first instalment (or, where the Plan is set up at the time of booking, the booking deposit) by card online. By giving this consent, the Hirer authorises Why Knott Hire to charge the same card automatically, without further reference to the Hirer, for each instalment shown in the payment schedule (a “Continuous Payment Authority”). The full schedule of instalment dates and amounts is shown to the Hirer before the Plan is confirmed, and is set out again in the Plan confirmation email sent when the Plan starts.
2A.3 The Hirer may cancel this Continuous Payment Authority at any time, either by cancelling the Plan in their customer portal (clause 2A.5) or by contacting their card issuer or bank directly. The Hirer has this right under UK banking rules, and Why Knott Hire will always honour a cancellation instruction given directly to the bank. Cancelling the authority with the bank does not cancel the underlying obligation to pay the balance of the hire charge, which remains due in accordance with clause 2.3 and this clause; the Hirer is encouraged to also tell Why Knott Hire if they cancel with their bank, so the balance can be chased in the normal way rather than through the Plan.
2A.4 If an instalment payment is declined, Why Knott Hire will normally retry it once, approximately 3 days later. If the retry also fails, the Plan is paused and Why Knott Hire will email the Hirer a secure payment link for the missed instalment. The full balance of the hire charge remains due no later than 28 days before the Collection date (clause 2.3) regardless of the state of any Plan; if a Plan has not cleared the balance by that date, the ordinary balance-payment and cancellation provisions of these Terms (clauses 2.3, 2.4 and 27) apply in full.
2A.5 The Hirer may cancel a Plan, or pay the remaining balance in full, at any time through their customer portal, free of charge. Cancelling a Plan does not cancel the booking — it returns the Hirer to paying the remaining balance as a single payment, due in accordance with clause 2.3.
2A.6 If the Hirer cancels the booking itself, the cancellation charges in clause 27 apply as normal, calculated on the total hire charge. Instalments already paid under a Plan are treated the same as any other payment already made towards the booking, and are applied towards, or refunded from, the amount due under clause 27 in the same way.
2A.7 Why Knott Hire may withdraw or amend the availability of Plans for future bookings at any time; this does not affect any Plan already running on an existing booking.
3.1 A Security Deposit of £1,200 (or £1,500 where European travel has been approved) shall be payable prior to or at collection. Why Knott Hire may agree in writing, before collection, to reduce or waive the Security Deposit for a particular booking. Any such agreement applies to that booking only, and does not reduce or waive the Hirer’s liability under this Agreement for any sum that would otherwise have been recoverable, which remains payable on demand in accordance with clauses 3.11 and 31.2.
3.2 Purpose of the Security Deposit, and the Hirer’s responsibility for the Vehicle. The Vehicle is in the care, custody and control of the Hirer for the whole of the Hire Period. The Security Deposit is held as security for, and may be applied towards, the cost of putting right any damage to, or loss of, the Vehicle, its equipment, contents or accessories occurring during the Hire Period, together with the other sums listed at clause 3.3. Subject to clauses 3.4 and 3.5, the Hirer is responsible for such damage or loss whether or not it was caused by the fault, act or omission of the Hirer or of any driver, and whether or not any other person was responsible for it. By way of example and without limitation, this includes: a mirror, panel, bodywork or window damaged in collision with, or by contact from, another vehicle, structure or object while the Vehicle is being driven; a rooflight, skylight or roof vent torn off, lifted or otherwise damaged by wind, whether the Vehicle is in motion, parked or otherwise stationary; damage sustained while the Vehicle is parked, unattended or in the custody of a third party; damage caused by an unidentified or untraced third party; and damage arising from an incident in respect of which no other party accepts or can be shown to bear responsibility.
3.3 The Security Deposit shall be held against:
3.4 Matters for which the Hirer is not responsible. Clause 3.2 does not make the Hirer responsible for:
Nothing in clause 3.2 or this clause 3.4 affects the Hirer’s statutory rights.
3.5 Insurance claims, and recovery from third parties. Where damage occurring during the Hire Period is of a type insured under Why Knott Hire’s insurance policy and the cost of putting it right exceeds the applicable policy excess, the Hirer’s liability for that damage is limited to that excess together with any uninsured, excluded or unrecovered loss (including loss of hire under clause 24). That limit applies whether or not Why Knott Hire in fact makes a claim: whether to claim is a matter for Why Knott Hire alone, and its decision not to claim does not increase the Hirer’s liability. Where the damage is not of a type insured under the policy, or the cost of putting it right does not exceed the excess, the Hirer’s liability is the cost of repair or replacement determined in accordance with clauses 3.6 and 31. Where a claim is made under the Company’s insurance policy in respect of the damage, the Security Deposit will be applied in full towards the applicable policy excess. Where that excess exceeds the Security Deposit held, the balance of the excess is payable by the Hirer on demand in accordance with clauses 3.11 and 31.2. Where the applicable excess is less than the Security Deposit held, the difference shall be refunded to the Hirer. Where another person may be responsible for the damage, the Hirer shall provide Why Knott Hire with all information, evidence, names, addresses, insurance details and assistance reasonably required to pursue recovery from that person, and the Hirer’s responsibility under clause 3.2 is not suspended, reduced or postponed pending any such recovery. Any sum actually recovered from a third party or under insurance in respect of the same damage shall be credited against the Hirer’s liability, and any resulting over-recovery shall be refunded to the Hirer.
3.6 Standard of repair, and replacement parts. In order to protect the condition, safety, warranty status, habitation integrity and value of the Vehicle, Why Knott Hire arranges all repairs itself and the choice of repairer is a matter for Why Knott Hire. Major repairs, and any repair to the structure, bodywork, roof, habitation shell, windows, rooflights or habitation systems of the Vehicle, shall be carried out by a workshop of Why Knott Hire’s choosing, being wherever reasonably available an NCC-approved workshop, a manufacturer-approved repairer or another suitably qualified specialist. Damaged parts shall be replaced on a like-for-like basis with new parts of the same or equivalent specification, sourced from the manufacturer of the Vehicle or of the part, or from another supplier of Why Knott Hire’s choosing. The Hirer shall be charged the actual, or where the work is not yet complete the reasonably estimated, cost of that repair or replacement, including parts, labour, paint and materials, VAT, and any delivery, collection, recovery or storage cost reasonably incurred. Why Knott Hire shall notify the Hirer in writing of the amount charged, itemised, in accordance with clause 31.6. The Hirer is not entitled to require Why Knott Hire to use a different or cheaper repairer, to use non-approved, second-hand, reconditioned or pattern parts, or to accept a partial, temporary or cosmetic repair in place of a full repair.
3.7 Authority to proceed with repairs, and to take payment. By paying or authorising the Security Deposit, the Hirer authorises Why Knott Hire (a) to arrange and proceed with any repair falling within clause 3.2 without seeking further approval from the Hirer, and (b) to apply the Security Deposit, and to take payment using the payment card or other payment method held on file, towards the cost of that repair and any other sum due under this Agreement. Because the Vehicle is let to other hirers on a continuous basis, and the interval between one hire and the next is often as little as 24 hours, repairs must be instructed and paid for promptly so that the Vehicle is returned to service in time and subsequent bookings are not disrupted or cancelled. The Hirer accordingly agrees that Why Knott Hire is not required to delay a repair, or the taking of payment for it, pending any query, discussion or dispute. Any query raised by the Hirer will be considered in accordance with clause 3.8, and any amount subsequently found not to have been properly due will be refunded to the Hirer promptly. Where the cost exceeds the Security Deposit, the balance is payable by the Hirer on demand in accordance with clauses 3.11 and 31.2. Any delay on the part of the Hirer that prevents or postpones a repair does not relieve the Hirer of liability for it, and any additional loss of hire arising from such delay is recoverable under clause 24. This clause does not affect the Hirer’s statutory rights, or any right to dispute a charge with their card issuer.
3.8 Queries and disputes about a charge. Where the Hirer wishes to query a charge, the Hirer should do so in writing within 5 working days of the itemised notice given under clause 31.6, identifying the specific item queried and the reasons for querying it. Why Knott Hire will consider the query once, fairly and in good faith, and will respond in writing within 5 working days of receiving it. Any amount found not to have been properly due will be refunded to the Hirer within 5 working days of that finding. Raising a query does not delay, suspend or reverse the repair or the taking of payment for it (clause 3.7). Why Knott Hire will provide the repairer’s invoice — or, where the work is not yet complete, the written estimate on which the charge is based — together with the itemised notice given under clause 31.6, and will provide the relevant condition records and photographs on request. Why Knott Hire is not required to provide component serial numbers, part-matching evidence or engineering justification (clause 31.6). If the Hirer remains dissatisfied, the complaint procedure at clause 33 applies, and the Hirer may take the matter to their card issuer or to court. Nothing in this clause operates as a time bar on the Hirer’s statutory rights: a query raised after 5 working days will still be considered, though Why Knott Hire is not obliged to enter into repeated or disproportionate correspondence about a charge (clause 26.5).
3.9 Retention while a matter is ongoing. Where an investigation, insurance claim, dispute, repair quotation or damage assessment remains ongoing at the end of the period in clause 3.10, the Company may retain the Security Deposit for so long as is reasonably required to conclude it — provided that the Company has, within that period, notified the Hirer in writing of the matter concerned and of the reason for the retention, and thereafter keeps the Hirer informed of progress at reasonable intervals.
3.10 Release of the Security Deposit, and the 14-day backstop. The Security Deposit shall normally be released within 14 days of the Vehicle’s return. If the Company has not notified the Hirer in writing of any chargeable matter within 14 days of the agreed return time, the Security Deposit shall be released in full and the Company shall make no further deduction from, or charge against, it. This does not prevent the Company from pursuing as a debt any damage, defect or loss falling within the final part of clause 18.9 (matters not reasonably discoverable within the inspection period, including latent or concealed damage); any such claim shall be notified to the Hirer in writing and itemised in accordance with clause 31.6, and is subject to the query procedure at clause 3.8.
3.11 The Security Deposit shall not limit the Hirer’s liability. The Hirer remains liable for any losses exceeding the Security Deposit amount.
4.1 Drivers must:
4.2 Why Knott Hire reserves the right to refuse any driver who does not satisfy insurer requirements or whom the Company reasonably considers unsuitable. The standard age band of 25 to 70, and the requirement for prior approval in the 71 to 75 band, are the Company’s own acceptance criteria and are applied at its discretion; they are not a representation about the terms of any insurance policy. The upper limit in clause 4.1(a) is different in kind: it reflects the limits of the Company’s motor insurance, applies absolutely, and cannot be waived by the Company or by agreement between the parties.
4.3 Additional drivers are charged at £10 per day per driver.
4.4 Only authorised drivers may operate the Vehicle.
4.5 Any unauthorised use may invalidate insurance and render the Hirer fully liable for all losses.
4.6 Before collection, each driver must provide: a valid photocard driving licence (front and back); two proofs of address from two different sources, each dated within the last 90 days (an annual council tax bill aside), with the name and address matching the driving licence; and their driving licence number (the sixteen characters shown in section 5 of the photocard), together with their consent for the Company to verify that licence directly with the DVLA. No separate check code or share code is required. The Company will not release the Vehicle until all required documents have been provided and verified.
5.1 The Vehicle is insured through the Company’s motorhome hire insurance policy, subject to the terms, conditions, exclusions and limitations imposed by the insurer.
5.2 When cover starts and ends — the Hirer is insured only during the Hire Period. Insurance cover under the Company’s policy applies only from the agreed collection time until the agreed return time (the Hire Period), and only:
5.2.1 No cover before collection or after return. There is no cover under the Company’s policy at any time before the agreed collection time or at any time after the agreed return time. Neither the Hirer nor any driver may drive or otherwise use the Vehicle outside the Hire Period. The Vehicle will not be released before the agreed collection time, nor before the handover has been completed and all required documents, driver approvals and the Security Deposit are in place (clauses 4.6 and 18.1). Where the Hirer has booked and paid for an early collection or a late return, the agreed collection or return time is the earlier or later time so booked, and the Hire Period and the cover run accordingly.
5.2.2 If the Hirer is going to be late back (important). If the Hirer cannot return the Vehicle by the agreed return time, the Hirer must contact Why Knott Hire before that time so that the hire, and the insurance cover, can be extended where possible. Why Knott Hire will always try to accommodate a genuine delay where it is told in time. Driving the Vehicle after the agreed return time without an extension agreed by the Company means the Vehicle is being driven without insurance — which is a criminal offence on the part of the driver as well as a breach of this Agreement — and the Hirer shall be liable for all resulting losses, penalties and costs, in addition to the late-return charges set out in Schedule 1.
5.3 The Hirer shall be responsible for any insurance excess applicable at the time of any claim. Where a claim is made, the Security Deposit is applied in full towards that excess, and any shortfall is payable by the Hirer, in accordance with clause 3.5.
5.4 Where an insurance claim arises for any reason during the Hire Period, the full Security Deposit may be retained pending settlement of the claim.
5.5 The Hirer shall remain liable for:
5.6 The Company strongly recommends the purchase of independent motorhome excess insurance and travel insurance.
6.1 The Vehicle must not be:
6.2 Roof access is strictly prohibited unless expressly authorised by the Company.
6.3 Any damage resulting from roof access shall be entirely the Hirer’s responsibility.
6.4 A mileage allowance of 1,500 miles per week (applied pro-rata to the Hire Period) applies to all hires.
6.5 Mileage exceeding this allowance shall be charged at £0.32 per mile, reflecting accelerated depreciation and maintenance costs.
6.6 Towing. Towing is permitted only where all of the following apply: (a) the Vehicle is one which the Company has fitted with a towbar and offers for towing; (b) the Towing add-on has been paid for and the Company has confirmed the towing hire in writing; (c) the Hirer holds the correct licence category for the towing combination; and (d) the maximum towing weight and nose weight notified by the Company at collection are not exceeded. The trailer or other item towed, and its load, remain the Hirer’s responsibility at all times and are not insured by the Company. Towing without the Company’s written authorisation, or otherwise than in accordance with this clause, is a breach of this Agreement and clause 6.1(i) applies.
7.1 European travel is permitted only with prior written approval.
7.2 Additional charges apply in accordance with the Company’s published pricing.
7.3 The Company reserves the right to refuse European travel requests.
7.4 The Hirer is responsible for complying with all local laws and requirements within the countries visited.
7.5 Any fines, penalties, tolls, administrative charges or enforcement notices arising abroad remain the Hirer’s responsibility.
8.1 Attendance at festivals, sporting events, concerts or similar gatherings requires prior approval.
8.2 The festival surcharge, and what it is for. Festival and event hire attracts an additional surcharge. Vehicles taken to festivals, concerts and similar gatherings carry a materially higher risk of damage than ordinary leisure use — to bodywork, awnings, upholstery and habitation fittings, and from mud, spillage, site conditions, crowding and confined pitching — and such hires typically require additional cleaning and rectification on return. The surcharge reflects that increased risk and that additional work. It is a charge for the type of hire, not a penalty, and it is payable whether or not damage in fact occurs.
8.3 The Company may require an increased Security Deposit for festival and event hires, reflecting the same increased risk.
8.4 Non-disclosure. Taking the Vehicle to a festival, sporting event, concert or similar gathering without having disclosed it and obtained approval under clause 8.1 is a breach of these Terms. Where non-disclosure comes to light, Why Knott Hire may charge the surcharge and any increased Security Deposit that would have applied had the hire been declared, may decline to release the Vehicle, and may end the hire. Non-disclosure also deprives the Company of the opportunity to prepare the Vehicle appropriately for that use, and may be taken into account when assessing any damage arising from it.
9.1 Pets are permitted subject to prior declaration.
9.2 The Hirer shall ensure that pets:
9.3 Any cleaning, repair or deodorisation costs arising from pets shall be charged to the Hirer.
9.4 The Company recommends the use of protective covers on soft furnishings.
10.1 Smoking, vaping, e-cigarettes and the use of any similar products are strictly prohibited within all Vehicles.
10.2 Evidence of smoking or vaping may include but is not limited to:
10.3 A minimum charge of £300 shall apply where smoking or vaping is detected.
10.4 Additional cleaning or rectification costs exceeding £300 shall remain payable by the Hirer.
11.1 Awnings are available only on selected Vehicles.
11.2 The Hirer accepts full responsibility for:
11.3 How awning damage is handled. Damage to an awning is dealt with as a repair cost under clause 3, rather than through an insurance claim. Awning repairs are ordinarily well below the insurance excess, so claiming would not reduce the amount payable. This is the Company’s decision about how it handles such damage, and is not a statement about the terms of any insurance policy. Where the Company does make a claim in respect of awning damage, clause 3.5 applies and the Hirer’s liability is limited to the excess together with any uninsured or unrecovered loss.
11.4 Subject to clause 3.4, the cost of repairing or replacing an awning damaged during the Hire Period shall be borne by the Hirer. The Hirer is not responsible for awning damage arising from fair wear and tear, from the age or condition of the awning or its mechanism rather than from how it was used, from a defect in the awning as supplied, or from any act or omission of Why Knott Hire, its staff or its contractors.
12.1 Bike racks are supplied on selected Vehicles.
12.2 The Hirer is responsible for ensuring:
12.3 Bicycles and other items carried on a bike rack are carried at the Hirer’s risk. Subject to clause 23.1 and to clause 12.5, the Company shall not be liable for:
12.4 Damage caused to the Vehicle or bike rack by incorrectly secured bicycles shall be the responsibility of the Hirer.
12.5 Clause 12.3 does not exclude the Company’s liability for loss or damage caused by its own negligence, or by a defect in a bike rack or other equipment supplied by the Company.
13.0 Transparency and lawful basis. Vehicles in the fleet are fitted with tracking and monitoring equipment as described below. The Company processes the resulting data on the basis of its legitimate interests in the security of its vehicles, the recovery of a stolen vehicle, compliance with the requirements of its insurer, and the investigation of accidents and incidents — and, where applicable, to comply with a legal obligation. Location data is not used to monitor the Hirer’s movements for any other purpose, is not sold or shared for marketing, and is handled in accordance with clause 34 and the Company’s Privacy Policy, which sets out how long it is kept and the Hirer’s rights in relation to it.
13.1 Vehicles are fitted with, or may be fitted with:
13.2 Such systems are used for:
13.3 Tampering with, disabling, obstructing or interfering with any tracking or monitoring equipment is prohibited.
13.4 Any costs arising from interference with tracking systems shall be recoverable from the Hirer.
13.5 Information recorded by vehicle systems may be used as evidence in relation to:
14.1 The Hirer shall:
14.2 The Hirer must familiarise themselves with:
14.3 The Company shall not be liable for losses arising from failure to follow supplied instructions.
14.4 One private vehicle may be left at the Company’s premises during the Hire Period free of charge, entirely at the owner’s risk. Additional vehicles may be left subject to a charge of £30 per vehicle.
14.5 Vehicles and their contents are left at the Company’s premises at the owner’s risk, and the Company shall not be liable for loss or damage to them. This does not exclude the Company’s liability for loss or damage caused by its own negligence, and nothing in this clause limits liability which cannot lawfully be excluded (clause 23.1).
15.1 All Vehicles are inspected, maintained and prepared prior to hire. However, as motorhomes are complex vehicles incorporating both automotive and habitation systems, faults may occasionally arise.
15.2 In the event of any fault, malfunction, warning light, breakdown, damage, cleanliness concern, infestation concern or operational issue, the Hirer must notify Why Knott Hire as soon as reasonably possible. Where the fault affects the safety of the Vehicle or of any person, the Hirer must stop using the Vehicle and notify the Company immediately.
15.3 The Hirer must not authorise repairs without the prior approval of Why Knott Hire, except where emergency repairs are necessary to prevent immediate danger to persons or property.
15.4 The Company may authorise repairs at its discretion and may specify approved repairers.
15.5 Receipts must be retained for all authorised expenditure.
15.6 Reporting a fault during the Hire Period gives the Company the opportunity to put it right, and is the best way to have it resolved. Where a fault is not reported at the time, that may prejudice a subsequent complaint or claim about it — because the Company will not have had the chance to investigate the fault while it was occurring, or to remedy it. This does not affect the Hirer’s statutory rights.
15.7 The Company shall not be liable for losses arising from delays caused by third-party repairers, parts suppliers, recovery operators, roadside assistance providers or manufacturers.
16.1 The Hirer agrees to take reasonable steps to minimise losses arising from any issue encountered during the Hire Period.
16.2 The Hirer must allow Why Knott Hire a reasonable opportunity to:
16.3 The Hirer shall not incur significant expenditure, including but not limited to:
without obtaining prior written approval from Why Knott Hire.
16.4 Costs incurred without prior written authorisation may not be recoverable from the Company.
16.5 Clause 16.3 does not apply where the Hirer has tried to contact Why Knott Hire and the Company cannot reasonably be reached within a reasonable time in the circumstances. In that case the Hirer may incur reasonable and proportionate costs to deal with the immediate situation, and must notify the Company as soon as reasonably possible afterwards and provide receipts. Nothing in clauses 16.3 to 16.5 requires the Hirer to remain in a Vehicle that is unsafe or uninhabitable.
17.1 The Hirer must immediately notify:
17.2 The Hirer must:
17.3 The Hirer must not admit liability or negotiate settlements.
17.4 Failure to comply with accident reporting requirements may invalidate insurance cover and result in personal liability.
18.1 The condition of the Vehicle shall be recorded at handover, including by dated photographs taken by the Company (together, “the Handover Condition Record”).
18.2 By accepting possession of the Vehicle, the Hirer acknowledges that the Vehicle is in satisfactory condition except where noted on the handover documentation or the Handover Condition Record.
18.3 The Hirer is encouraged to inspect the Vehicle at collection. Any concerns regarding cleanliness, damage or missing equipment identified at collection should be raised before departure.
18.4 Reporting of pre-existing damage (the 24-hour Reporting Window). If, after departure, the Hirer identifies any pre-existing damage, mark, defect or missing equipment that was present at collection but is not recorded in the Handover Condition Record, the Hirer must report it to Why Knott Hire within the Reporting Window, with dated photographs or video wherever reasonably possible. Any item reported within the Reporting Window and supported by reasonable evidence shall not be treated as damage caused by the Hirer.
18.4.1 When the Reporting Window runs. The Reporting Window is the period of 24 hours beginning at the later of (a) the agreed collection time and (b) the time at which the Handover Condition Record was completed. The Company will notify the Hirer in writing at collection of the date and time by which a report must be made, and will make the Handover Condition Record available to the Hirer at the same time.
18.4.2 How to report (the app or customer portal). A report under clause 18.4 must be made through the Why Knott Hire app or customer portal. That is the required route: it records the report, its content and the time at which it was received, and gives the Hirer an immediate written acknowledgement. A report made by any other means — including by email, WhatsApp or telephone — is nonetheless valid if it is made within the Reporting Window; where a report is received by another route the Company will record it in the app or portal on the Hirer’s behalf and confirm receipt to the Hirer in writing. Nothing in this clause restricts the evidence on which the Hirer may rely.
18.5 Any damage, mark, defect or missing equipment that is neither recorded in the Handover Condition Record nor reported in accordance with clause 18.4 within the Reporting Window shall be presumed to have arisen during the Hire Period and shall be chargeable to the Hirer in accordance with clause 31 and Schedule 1. This presumption reflects the recorded condition of the Vehicle at handover and does not affect the Hirer’s statutory rights.
18.5.1 When the presumption applies. The presumption in clause 18.5 applies only where a Handover Condition Record was made and was made available to the Hirer — whether provided at collection, sent to the Hirer, or made available in the customer portal — and where the Hirer was notified of the Reporting Window in accordance with clause 18.4.1. Where no Handover Condition Record was made, or it was not made available to the Hirer, the presumption does not apply and the question whether the damage arose during the Hire Period falls to be determined on the evidence in the ordinary way.
18.6 The Vehicle must be returned by the agreed return time — insurance cover ends at that time and does not extend beyond it (clauses 5.2 to 5.2.2) — and must be returned:
18.7 The following charges may apply:
18.8 High-level, concealed and non-photographed areas. For reasons of safety and access, certain areas of the Vehicle — including the roof, rooflights and skylights, roof vents, roof-mounted equipment, aerials, the underside and undercarriage, and other high-level or concealed areas — are not, and cannot reasonably be, individually photographed as part of the Handover Condition Record. The Vehicle is supplied to the Hirer in sound, roadworthy condition with all such areas undamaged and fully functional except where expressly noted at handover. The absence of a handover photograph of any such area does not imply that damage to it pre-existed the Hire Period. Any such damage identified on return that is not recorded in the Handover Condition Record and was not reported in accordance with clause 18.4 shall be presumed, in accordance with clause 18.5, to have arisen during the Hire Period and shall be chargeable to the Hirer. Damage to high-level areas such as rooflights and skylights commonly results from contact with overhanging branches, height barriers, car-park structures or other obstacles, or from a rooflight or skylight being left open or unsecured — including where wind catches it while the Vehicle is in motion, parked or otherwise stationary. The Hirer must keep rooflights, skylights and roof vents closed and secured whenever the Vehicle is in motion and in windy conditions, and remains responsible for damage to them. The presumption in this clause is subject to clause 18.5.1, and does not affect the Hirer’s statutory rights.
18.9 Inspection following return (72-hour window). The Vehicle is inspected by the Company following its return. Because Vehicles are frequently returned outside working hours, in poor light or weather conditions, or immediately before a turnaround, a full and reliable inspection is not always possible at the point of return. Any check carried out at the point of return, and any hand-back record made at that time, is preliminary only. The Company shall have up to 72 hours from the agreed return time to complete its inspection of the Vehicle and to notify the Hirer in writing of any damage, missing equipment, cleaning requirement or other chargeable matter identified. Acceptance of the keys or of the Vehicle at return, and the absence of any comment at that time, shall not constitute acceptance by the Company that the Vehicle was returned in satisfactory condition, and shall not prevent the Company from raising any matter within that period. This clause does not prevent the Company from raising, after that period, any damage, defect or loss that was not reasonably discoverable within it — including latent or concealed damage, damage to mechanical or habitation systems that only becomes apparent in use, and damage identified at the next handover. Any such matter remains subject to clauses 18.5 and 18.8. The Hirer’s statutory rights are not affected.
18.10 Reporting damage or an incident during the Hire Period. Any damage to the Vehicle, and any accident or incident affecting it, occurring during the Hire Period must be reported to Why Knott Hire as soon as reasonably possible and in any event before the Vehicle is returned. Such a report must be made through the Why Knott Hire app or customer portal, with photographs wherever reasonably possible, so that the report, its content and the time at which it was received form part of the record of the hire. A report made by any other means is nonetheless valid, and the Company will record it in the app or portal on the Hirer’s behalf. This clause is in addition to the Hirer’s obligations under clauses 15.2 and 17.1, and nothing in it delays or replaces the requirement under clause 17 to notify the emergency services, the Company or the Company’s insurer immediately where that clause applies.
19.1 Why Knott Hire does not supply bedding unless expressly stated.
19.2 Customers are responsible for providing their own bedding and mattress protection.
19.3 Mattresses are inspected regularly and maintained to a reasonable standard.
19.4 Mattress firmness, comfort, sleeping preference or personal comfort expectations shall not constitute defects.
19.5 Subject to clause 23.5, claims relating to comfort, sleeping arrangements or personal preference do not give rise to compensation, as these are matters of individual preference rather than defects in the Vehicle.
20.1 Why Knott Hire takes reasonable steps to inspect and prepare Vehicles before hire.
20.2 Any allegation relating to:
must be reported to Why Knott Hire as soon as reasonably possible, and in any event during the Hire Period.
20.3 Claims must be supported by contemporaneous evidence including photographs and videos wherever reasonably possible.
20.4 Why Knott Hire shall not be responsible for bites, allergic reactions or environmental conditions encountered during travel unless it is demonstrated on the balance of probabilities that a pre-existing infestation was present within the Vehicle at the commencement of hire.
20.5 Failure to report alleged infestations promptly may affect the assessment of any complaint.
21.1 The Hirer agrees to provide all evidence reasonably requested by the Company.
21.2 Evidence may include:
21.3 Where reasonable requests for supporting evidence are not complied with, the Company will reach its decision on the information available to it, and a claim may be reduced or rejected to the extent that it cannot be established on that information. This does not affect the Hirer’s statutory rights.
21.4 Evidence should be supplied promptly and in unaltered form.
22.1 The Hirer acknowledges that motorhomes differ from passenger cars.
22.2 The following may occur and shall not automatically constitute defects:
22.3 Such characteristics are normal operational features of leisure vehicles.
23.1 Nothing within this Agreement excludes liability which cannot legally be excluded under applicable law.
23.2 Subject to clauses 23.1 and 23.5, Why Knott Hire’s maximum liability arising from any hire shall not exceed the greater of (a) the total hire charges paid by the Hirer in respect of that hire and (b) £2,500.
23.3 Subject to clauses 23.1 and 23.5, Why Knott Hire shall not be liable for:
23.4 This clause shall apply to the fullest extent permitted by law.
23.5 Loss of enjoyment of the hire. Where the Company is in breach of this Agreement and that breach has spoiled or substantially diminished the Hirer’s use and enjoyment of the Vehicle, the Company may be liable to the Hirer for that loss of enjoyment. Any such liability is assessed reasonably, having regard to the nature and duration of the breach, the steps the Company took to put it right, and the extent to which the Hirer reported the matter and allowed the Company a reasonable opportunity to investigate and resolve it under clauses 15, 16 and 33. Dissatisfaction that does not amount to a breach of this Agreement — including the matters described at clauses 19 (bedding and comfort), 20 (pests and infestation) and 22 (normal motorhome characteristics), and matters arising from weather, traffic, campsite choice or personal circumstances — does not give rise to a liability under this clause. This exception does not apply where the matter is so severe, persistent or unusual that the Vehicle is not of satisfactory quality or is not reasonably fit for the purpose for which it was hired; the Hirer’s rights in that event are unaffected.
24.1 Where damage caused during the Hire Period renders the Vehicle unavailable for future hire, Why Knott Hire reserves the right to recover reasonable loss of hire in addition to repair costs.
24.2 Loss of hire shall be calculated by reference to actual lost bookings or reasonable anticipated rental income.
25.1 The Hirer shall be responsible for all:
25.2 A £25 administration charge may be applied for each notice requiring Company administration.
26.1 The Hirer agrees to raise any complaint directly with Why Knott Hire before initiating any chargeback or payment dispute.
26.2 Nothing in this Agreement prevents a consumer exercising statutory rights.
26.3 The parties agree to attempt to resolve disputes reasonably and in good faith before commencing legal proceedings.
26.4 Where a chargeback or payment dispute is pursued in bad faith, or is found to be wholly without merit, Why Knott Hire reserves the right to recover its reasonable costs where legally permitted. Nothing in this clause restricts or discourages the Hirer from raising a genuine dispute with their card issuer, which is the Hirer’s right.
26.5 The Company will consider any query about a damage charge once, fairly and in good faith, allowing the Hirer a reasonable opportunity to respond. The Company is not obliged to enter into repeated or protracted correspondence, or to respond to requests that are unreasonable, disproportionate or repetitive. This does not limit the Hirer’s statutory rights or any right to refer a genuine dispute to their payment provider or the courts.
27.1 All cancellation requests must be submitted in writing by email to Why Knott Hire.
27.2 Cancellation charges are applied to compensate the Company for lost booking opportunities and administration costs.
27.3 The following cancellation terms apply:
27.4 No refunds shall be provided for:
27.5 The Company strongly recommends that all Hirers obtain appropriate travel insurance including cancellation cover.
27.6 If Why Knott Hire has to cancel the booking for any reason (including, without limitation, where the Vehicle becomes unavailable and no suitable alternative Vehicle can be offered — see clause 28), the Company shall refund in full all monies paid by the Hirer in respect of the booking.
27.7 Subject to clause 23.1, the refund under clause 27.6 shall be the Company’s sole liability and the Hirer’s sole remedy in respect of such cancellation, and the Company shall not be liable for any additional costs, losses or expenses incurred by the Hirer in connection with the cancellation, including (without limitation) campsite or pitch booking fees, ferry, flight, rail or other travel bookings, event or attraction tickets, alternative accommodation or vehicle hire, or any other fees, charges or consequential or indirect losses. This does not affect the Hirer’s statutory rights.
27.8 Credit where the dates are re-let. Because the cancellation charges in clause 27.3 exist to compensate the Company for the lost booking opportunity (clause 27.2), where the Company succeeds in re-letting all or part of the cancelled dates to another hirer, the net hire charge actually received for those dates shall be credited against the sum payable by the Hirer under clause 27.3, and any resulting over-recovery shall be refunded to the Hirer. The Company will take reasonable steps to re-let cancelled dates but does not guarantee that it will be able to do so, particularly where the cancellation is made close to the start of the Hire Period. Within 14 days of the end of the cancelled hire dates, the Company will notify the Hirer in writing whether those dates were re-let and of any credit or refund due under this clause, and will pay any refund due within 14 days of that notification.
28.1 Whilst every effort shall be made to provide the booked Vehicle, Why Knott Hire reserves the right to substitute an alternative Vehicle where circumstances reasonably require.
28.2 Alternative Vehicles may differ in:
28.3 Any substitute Vehicle shall be of a broadly comparable standard wherever reasonably possible.
28.4 If, for any reason — including without limitation breakdown, mechanical failure, accident damage, damage caused by a previous hirer, theft, or events beyond the Company’s reasonable control — the booked Vehicle becomes unavailable for the Hire Period and no suitable alternative Vehicle is available, the Company may cancel the booking by written notice to the Hirer.
28.5 Where the Company cancels a booking under clause 28.4, the Company shall refund in full all monies paid by the Hirer in respect of the booking. Subject to clause 23.1, this refund shall be the Company’s sole liability and the Hirer’s sole remedy in respect of the cancellation.
28.6 Subject to clause 23.1, the Company shall not be liable for any other costs, losses or expenses incurred by the Hirer arising from vehicle unavailability or cancellation under clause 28.4, including (without limitation):
28.7 The Hirer is strongly advised to obtain travel insurance including cover for cancellation and consequential costs (see clause 27.5).
29.1 Winter travel may be permitted only with prior approval.
29.2 Additional charges may apply for:
29.3 The Company reserves the right to refuse winter travel where road, weather or safety conditions create unacceptable risks.
29.4 Why Knott Hire shall not be liable for losses arising from:
30.1 The Hirer is solely responsible for the security of the Vehicle throughout the Hire Period.
30.2 The Vehicle must be:
30.3 Keys must never be left inside an unattended Vehicle.
30.4 Theft arising from negligence may result in the Hirer becoming liable for uninsured losses.
30.5 Lost keys, damaged keys, replacement locks and associated recovery costs shall be chargeable to the Hirer.
31.1 The Security Deposit may be used towards any sums due under this Agreement.
31.2 Where losses exceed the Security Deposit, the Hirer shall remain liable for the balance.
31.3 Recoverable losses include but are not limited to:
31.4 The Company may obtain repair quotations, specialist reports or independent assessments where necessary.
31.5 The Company assesses damage reasonably, having regard to the recorded condition of the Vehicle (including photographs taken by the Company) and the findings of its repairer. The choice of repairer is a matter for the Company; use of a VAT-registered and/or manufacturer- or industry-approved repairer (for example an NCC-approved workshop) is evidence that the repair is appropriate, and the repairer’s invoice is evidence of the cost. Major repairs are carried out, and damaged parts are replaced like-for-like with new parts, in accordance with clause 3.6. The amount charged reflects the Company’s actual or reasonably estimated cost of repair or replacement.
31.6 The Company will provide the Hirer with an itemised statement of any damage charge, accompanied by the repairer’s invoice or, where the work is not yet complete, the written estimate on which the charge is based. The Company will also provide the relevant condition records and photographs on request. The Company is not required to obtain or accept alternative or third-party quotations, to allow the Hirer to carry out or commission the repair, or to provide component serial numbers, part-matching evidence, engineering justification, or other documentation beyond what is reasonable and proportionate to explain the charge. The Hirer’s statutory rights are not affected.
31.7 Damage occurring during the Hire Period is chargeable to the Hirer whether or not the Hirer or any driver was at fault, and whether or not another person was responsible for it, in accordance with clause 3.2, and subject to the exceptions at clause 3.4 and the treatment of insurance claims and third-party recoveries at clause 3.5.
31.8 The Hirer’s authority for the Company to proceed with a repair and to take payment for it, without further approval and without waiting for any query or dispute to be concluded, is given by the payment or authorisation of the Security Deposit in accordance with clause 3.7. Repairs are instructed and paid for promptly so that the Vehicle is returned to service without delay and subsequent hirers are not affected.
32.1 The Vehicle shall be supplied with a full fuel tank and must be returned full.
32.2 Incorrect fuel use shall render the Hirer responsible for all resulting losses.
32.3 The Hirer shall monitor:
32.4 The Company shall supply gas cylinders as specified for the booked Vehicle.
32.5 Additional gas required during the Hire Period shall be the responsibility of the Hirer.
32.6 All supplied gas bottles and accessories must be returned.
33.1 Any issue affecting the hire experience should be reported as soon as reasonably possible, and in any event during the Hire Period, so that the Company has the opportunity to put it right.
33.2 The Company must be given a reasonable opportunity to investigate and attempt resolution.
33.3 The Company will consider and respond fairly to any complaint, including one first raised after the Vehicle has been returned, and will reach a reasonable decision on the information available. The Company will engage with genuine complaints in good faith but is not required to respond to correspondence that is repetitive, disproportionate, or that seeks information beyond what is reasonably necessary to explain the Company’s position. Reporting issues during the Hire Period is encouraged, as it gives the Company the best opportunity to investigate and put things right.
33.4 The Company encourages customers to make contact through its support channels (WhatsApp, email or the customer portal) before taking independent action.
33.5 The Company’s complaint handling process shall not restrict any statutory rights.
34.1 Why Knott Hire shall process personal data in accordance with applicable UK data protection legislation.
34.2 Personal data may be used for:
34.3 Information may be shared with insurers, recovery providers, enforcement authorities, payment providers and professional advisers where necessary.
34.4 Further information is available within the Company’s Privacy Policy.
35.1 Why Knott Hire shall not be liable for failure or delay caused by circumstances beyond its reasonable control.
35.2 Such circumstances may include:
35.3 Where such events prevent the hire from proceeding, the Company may offer:
36.1 No person other than the parties to this Agreement shall have any right to enforce any term of this Agreement.
37.1 If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
38.1 Failure by either party to enforce any provision shall not constitute a waiver of future enforcement.
39.1 These Terms and Conditions, together with the booking confirmation, handover documentation and any signed hire agreement, constitute the entire agreement between the parties.
39.2 Nothing in this Agreement excludes or limits any liability of the Company for fraudulent or negligent misrepresentation, or any right or remedy of the Hirer in respect of a statement or representation made by or on behalf of the Company on which the Hirer relied. Where the Hirer believes that something said to them before the booking differs from these Terms, the Hirer should raise it with the Company before collection so that it can be clarified and, where appropriate, confirmed in writing.
40.1 This Agreement shall be governed by the laws of England and Wales.
40.2 Any dispute arising from this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer legislation provides otherwise.
41.1 By:
the Hirer confirms that they have read, understood and accepted these Terms and Conditions in full.
41.2 The Hirer further confirms that they have authority to bind all authorised drivers and members of their travelling party to the relevant provisions of this Agreement.
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The following charges represent either fixed charges or minimum charges. Where actual costs exceed the amounts shown, the Hirer shall remain liable for the full cost incurred.
| Charge | Amount |
|---|---|
| Parking fine administration fee | £25 per notice |
| Speeding fine administration fee | £25 per notice |
| Toll, congestion charge or traffic enforcement administration fee | £25 per notice |
| Insurance claim administration fee | Actual cost incurred |
| Charge | Amount |
|---|---|
| Standard additional cleaning | £50 |
| Enhanced cleaning | £100 |
| Deep cleaning | £150 |
| Pet-related cleaning | £50–£150 depending upon condition |
| Odour removal treatment | Actual cost incurred |
| Charge | Amount |
|---|---|
| Toilet cassette not emptied | £100 |
| Waste water tank not emptied | £50 |
| Biohazard cleaning | Actual cost incurred |
| Charge | Amount |
|---|---|
| Smoking or vaping contamination | Minimum £300 |
| Additional specialist decontamination | Actual cost incurred |
| Charge | Amount |
|---|---|
| Late return — first 3 hours | £50 per hour or part thereof |
| Late return — thereafter | Full daily hire rate plus any consequential losses incurred |
Insurance ends at the agreed return time. The Hirer is insured only from the agreed collection time until the agreed return time. If the Hirer will be late back they must contact the Company before the return time so cover can be extended where possible; driving after that time without an agreed extension is driving without insurance (clauses 5.2 to 5.2.2). Late-return charges apply in addition.
| Excess mileage (beyond 1,500 miles per week, pro-rata) | £0.32 per mile |
|---|
| Charge | Amount |
|---|---|
| Fuel tank not returned full | £50 administration fee plus replacement fuel cost |
| Incorrect fuel use | All recovery, repair and associated costs |
| Charge | Amount |
|---|---|
| Lost key | Actual replacement cost |
| Lost spare key | Actual replacement cost |
| Replacement lock set | Actual replacement cost |
| Vehicle recovery due to lost keys | Actual cost incurred |
| Charge | Amount |
|---|---|
| Windscreen damage | Actual repair/replacement cost |
| Mirror damage | Actual repair/replacement cost |
| Tyre damage | Actual repair/replacement cost |
| Wheel damage | Actual repair/replacement cost |
| Awning damage | Actual repair/replacement cost |
| Bike rack damage | Actual repair/replacement cost |
| Interior damage | Actual repair/replacement cost |
| Roof damage | Actual repair/replacement cost |
| Rooflight / skylight damage | Actual repair/replacement cost |
All overhead damage remains the responsibility of the Hirer regardless of fault and may exceed the Security Deposit value.
Where damage causes the Vehicle to be unavailable for future bookings, Why Knott Hire reserves the right to recover reasonable loss of hire in addition to repair costs.
Damage to the Vehicle occurring during the Hire Period is chargeable to the Hirer whether or not the Hirer was at fault, and whether or not another person was responsible for it (clause 3.2), subject to the exceptions at clause 3.4 and to the treatment of insurance claims and third-party recoveries at clause 3.5. Major repairs, and repairs to the structure, bodywork, roof, habitation shell, windows or rooflights, are carried out by a workshop of the Company’s choosing — wherever reasonably available an NCC-approved workshop, a manufacturer-approved repairer or another suitably qualified specialist — and damaged parts are replaced like-for-like with new parts of the same or equivalent specification, sourced from the manufacturer or another supplier of the Company’s choosing (clause 3.6). “Actual repair/replacement cost” above means the Company’s actual, or where the work is not yet complete reasonably estimated, cost of that repair or replacement, including parts, labour, paint and materials, VAT and any delivery, collection, recovery or storage cost reasonably incurred. Payment or authorisation of the Security Deposit is the Hirer’s authority for the Company to instruct the repair and take payment for it without further approval, so that the Vehicle returns to service promptly and subsequent hirers are not affected (clause 3.7); anything later found not to have been properly due is refunded.
All charges may be deducted from the Security Deposit and do not limit the Company’s right to recover additional losses.
