The Guest Refund Policy supports guests in the event they experience a travel trailer issue. A travel trailer issue generally falls into one of 3 categories:

1. The trailer owner cancels the reservation shortly before pick-up or the owner fails to provide access to the trailer listing that was booked
2. The trailer listing booked is misrepresented or lacks in promised amenities or items
3. The trailer listing is not generally clean or as described.

To make a claim, contact us at support@wheelestate.ca within 24 hrs of trailer pick up

The following are some scenarios addressed by the Guest Refund Policy:

• The trailer is missing an amenity or feature promised on the site in the trailer listing’s description, amenities, features, or photos.
• The trailer type of the listing is not what was booked.
• The number of beds in the trailer listing does not match what was booked.
• The trailer listing itself is not what was booked.
• The trailer listing does not have clean bedding or towels available for all the guests that were supposed to be included in the reservation.
• The trailer listing is unsanitary, unsafe, or hazardous to the health of the guests.

The Guest Refund Policy is available to all Wheel Estate guests who have booked on the site. The Guest Refund Policy is not insurance and does not replace any other insurance. Make sure you review and understand the terms of the insurance policy and what it covers and does not cover. Full details are found under Policies.

Wheel Estate has a Guest Refund Policy that helps protect guests from last-minute owner cancellations. It also guards against trailer listings that are misrepresented, unsanitary, or lacking in promised features or items. Owners may be required to give a guest a refund if they are found in violation one or more of the Owner Standards. We have these standards in place to help owners ensure all that all their guests have a enjoyable experience.

Most situations are avoidable by simply being their for your guest after the trailer has been picked up. Be responsive to any questions or concerns they may need to have a successful trip. If you will not be available, make sure you provide your guest and Wheel Estate with an alternative point of contact before trailer pick-up via the Wheel Estate message thread you were communicating through.

Most often if you are responsive and communicate in a timely manner to your guest, issues can be worked out successfully.

We understand circumstances come up that may affect your travel plans. Depending on the case, a refund may be authorized outside of the reservation's Cancellation Policy and the guest may be given a full refund, meaning the trailer owner will receive no payout.

If the guest is canceling due to extenuating circumstances, we will reach out to the trailer owner right away to explain the situation.

Below are some steps you will need to follow:

Details for guests:

Extenuating circumstances cases will be contingent upon the reservation being cancelled prior to the trailer pick-up date and upon you contacting Wheel Estate to provide proper documentation where valid. Only the cases found in our Extenuating Circumstances policy will be considered.

If you are certain you are unable to attend the reservation due to an official extenuating circumstance, please cancel the reservation as soon as possible and contact us at support@wheelestate.ca to provide relevant documentation. Based on the documentation provided, Wheel Estate will determine if the Extenuating Circumstances Policy applies to your reservation. Please know that if you cannot provide the proper documentation, Wheel Estate will not be able to give you a refund for your reservation.

Types of documentation can include: notes from a medical professional on hospital letterhead explaining why you should not travel, a jury duty summons, a valid obituary or death certificate, etc.

If your claim is denied, your refund will be processed according to the trailer's Cancellation Policy.

*The following are NOT covered under our Extenuating Circumstances policy: loss of employment, or death of someone other than an immediate family member.

Resolutions let you request a refund for an Wheel Estate trip. When you contact Wheel Estate about a dispute our support team will help you to come to an agreement with the trailer owner or guest, Wheel Estate can confirm the amount and easily process the payment or refund on your behalf.

Direct communication is the key to a quick resolution. This is why we try to help guests and owners if an issue arises.

What we can help you with:

• Offering / Requesting refunds
• Collecting payment for security deposit damages

What we can’t help with:

• Making alterations to your reservation details (number of guests, dates, etc) unless the trip has already been completed
• Canceling a reservation
• Reporting personality conflicts, or personal concerns about an owner or guest

To get in touch with us to discuss an issue with a trailer owner or a guest, contact us at: support@wheelestate.ca

If you have tried to work out the issue with the other member but if you’re having trouble reaching an agreement, you have the option to involve Wheel Estate.

When to Involve Wheel Estate

• You are unable to reach an agreement on your own with the other member
• You would like Wheel Estate to make a final decision based on Wheel Estate policies
• You don’t feel comfortable continuing the conversation with the other party

Please keep in mind that when you choose to Involve Wheel Estate, you agree to accept the decision that we reach, and understand that all decisions are final.

If you have tried to work things out with the owner or guest and still aren’t further ahead, you have options. Contact us to help you resolve an issue with another member, and we will help you reach an agreement with the trailer owner or guest.

When you choose to Involve Wheel Estate, our resolution team will be notified and a dedicated team member will be assigned to your case. They’ll review the information provided by you and the trailer owner or guest, before making a final decision. Their decision will be based on our policies and the documentation provided by you and the trailer owner or guest. In some cases, we may need to contact you to gather additional information, before we can make a decision.

While we are always happy to help, it may take more time to reach a solution when Wheel Estate is asked to intervene. Because of this, we recommend only choosing to Involve Wheel Estate if you’re unable to work things out with the trailer owner or guest directly.

It’s also important to keep in mind that Wheel Estate’s decision may not align with the solution you were hoping for. By asking to involve Wheel Estate you are agreeing to accept the final decision that we reach.

Once a decision is made, we will be able to process the refund or payment on your behalf.