Incidents are rare, but it’s important to understand how responsibility typically works when services are arranged through the platform.
Provider-caused issues:
If a Provider causes injury or property damage while performing a service, they may be responsible for that damage. Providers are expected to operate safely and are encouraged to hold appropriate insurance. For example, if a Provider accidentally damages a Traveller’s appliance beyond repair, they may choose to repair or replace it directly or address the matter through their insurance.
Traveller-caused issues:
If a Traveller causes damage or injury (for example by providing faulty equipment or creating unsafe conditions), the Traveller may be responsible for that damage. These matters are typically handled directly between the parties and may involve insurance claims where applicable.
VanLife Connect’s role:
VanLife Connect provides a platform that connects Travellers and independent Providers. The platform itself does not insure or accept liability for incidents that occur during services arranged between users. Where appropriate and legally permitted, we may provide relevant platform records such as booking details or communication logs to assist with investigations.
Dispute resolution:
If an incident affects the completion of a booking, it may be reviewed under the platform’s dispute and refund policies. The platform may review the booking and payment records and apply the relevant policies where appropriate. Claims relating to injury or property damage are generally matters between the individuals involved and their insurers.
Take precautions:
Both parties should take reasonable precautions. Travellers should ensure the work area is safe and suitable. Providers should follow safe work practices and use appropriate protective equipment. If a situation appears unsafe, either party should pause the work and address the issue before continuing.