Had an issue with

Camplify

? Get a real response.

Camplify is a peer-to-peer RV, caravan and campervan rental marketplace, so most issues are resolved directly between the owner and hirer, with Camplify mediating if needed. Two deadlines decide whether your complaint succeeds: report any incident within 12 hours, and lodge the formal complaint form within 5 business days of returning the vehicle. Move fast and keep evidence — that is what protects your refund and dispute rights.

Step 1 — Contact the other party first

• Message the owner (or hirer) directly through the in-app/in-platform messaging so there is a written record.
• Most day-to-day issues — minor faults, unclear instructions, equipment questions — are resolved this way.

Step 2 — Report the issue within 12 hours

• Any concern about the hire (breakdown, vehicle condition, safety, missing equipment) must be reported within 12 hours of the incident.
• For breakdowns or mechanical faults, call 24/7 roadside assistance on 02 4075 2000, Option 4 immediately.
• Prompt reporting is what preserves your right to a refund for lost days.

Step 3 — Submit the official complaint form within 5 business days

• Lodge your formal complaint via Camplify's Dispute Resolution page (also accessible through the Help Centre).
• Include a detailed written description plus all evidence — photos, videos, message screenshots, receipts and dates.

Step 4 — Keep all evidence organised

• Time-stamped photos and videos, the in-app message thread, and receipts (locksmith, towing) dramatically speed up resolution.
• The strength of your complaint depends almost entirely on documentation.

Other ways to reach Camplify

• Phone (general support): 02 4075 2000 — Mon–Fri 9:00 AM–7:00 PM AEST, Sat–Sun 9:00 AM–6:00 PM AEST.
• Email: customersupport@camplify.com.au
• Live chat: chat bubble at the bottom-right of camplify.com.au.
• Help Centre: the AU Help Centre and the Contacting Camplify guide.

Camplify acts as a neutral mediator between owner and hirer, reviewing evidence from both sides before reaching an outcome. Here is what to expect once your complaint is lodged.

• Initial response: Generally within one business day for emails and Help Centre tickets — longer in peak holiday periods.
• Formal complaint timeline: After you submit the complaint form, Camplify raises the issue with the other party and aims to respond within 10 business days.
• Complex disputes: Allow up to 20 business days for full consideration.
• Review disputes: Disputes about reviews (fake, defamatory, or factually wrong) can take up to 20 business days.
• Trip-issue escalation trigger: Customers message the owner first; Camplify's team typically intervenes if the issue isn't resolved within roughly 12 hours.

Which policy applies to your issue

• Mechanical or breakdown issues: assessed under Camplify's Breakdown Policy.
• Cancellation disputes: resolved under the Cancellations Policy — see Camplify's booking cancellation guidance for the full process.
• Post-hire damage claims: assessed under the damage cover / MyWay Protect rules, with MyWay Mutual Holdings making the final decision on protection claims.
• Private settlements: if owner and hirer agree a direct cash settlement, the matter is closed and the owner cannot later claim through MyWay Protect.

Drawing on ProductReview.com.au (around 2.5★ from ~527 reviews) and Trustpilot (TrustScore ~4.2 from ~13,000 reviews, with Camplify replying to ~93% of negative reviews), these themes recur most often.

Vehicle Condition & Roadworthiness

• Dirty or poorly maintained RVs, and mechanical breakdowns mid-trip.
• Missing or broken safety features such as brake lights or speedometers.
• Non-functioning fridges, air-conditioners or transmissions, and missing equipment.

Disputed Damage Claims

• Hirers charged for pre-existing damage or normal wear and tear.
• Charges for damage customers say they didn't cause.
• Claims sometimes raised without a proper inspection.

Refund Delays

• Approved refunds reportedly taking 14–30 days.
• Customers expected immediate or roughly 3-business-day processing instead.

Poor or Slow Customer Service

• Unresponsive support and phone disconnections.
• Delays receiving the complaint form and limited help during breakdowns.

Last-Minute Owner Cancellations

• Bookings cancelled close to travel dates.
• Hirers left stranded while awaiting refunds.

Strict Complaint Deadlines & Review Concerns

• Complaints submitted more than 5 business days after a hire being refused.
• A perception that negative reviews are suppressed unless both parties review.