Model Year Definition
Model Year is a standard industry-wide term employed by US automobile and motor home manufacturers to designate annually changing vehicle designs. 'Model Year' does not indicate the year in which a vehicle was manufactured. A 2019 design or 'model', for example, may be manufactured anytime during the 2018 or 2019 calendar year. The model year of an El Monte RV vehicle is always indicated on the vehicle registration.

• The renter uses the vehicle in violation of the rental agreement;
• The renter fails to remove the keys or lock all doors and close windows and the vehicle is stolen;
• The renter fails to notify us and the police immediately after loss; and
• The renter fails to pay charges under the Rental Agreement; or
• As allowed by the applicable state or provincial law

VIP-Vacation Interruption Protection:
Ensuring the safety of our clients is our top priority. Prior to each rental, all units undergo thorough mechanical and technical inspections. Although rare, malfunctions may occur. In such cases, we are committed to swiftly resolving any on-the-road issues. If a renter's motorhome vacation is interrupted by an emergency (excluding accidents or damages caused by the renter) and lasts for more than 12 hours after reporting it to El Monte RV, the renter will be reimbursed for the greater of the gross daily rental rate or expenses for hotel rooms up to USD $25 per person per night, and car rental up to USD $50 per day per motorhome, with a combined maximum of USD $1,500 per rental agreement.

Excluded from VIP reimbursement are defective comfort equipment, such as radio, TV, Bluetooth, GPS, generator, batteries, air conditioner, refrigerator, heater, water heater, cruise control, awning, slide-out, etc., which are not considered as mechanical breakdowns.

Non-Covered Damages
No liability, comprehensive or collision insurance coverage is provided and the customer has full legal and financial responsibility in case of:

• Damages to the interior of the vehicle;
• Personal injury, personal items and property;
• Carrying more passengers than having seat belts available;
• Deliberate or willful damages caused by the renter or his guests;
• Damages caused to the vehicle by abuse or misuse for illegal activities;
• Damages where the customer is charged by the local authorities for being careless;
• Damages caused by freezing, e.g. unit not winterized, or overheating of vehicle or systems; • Driving the vehicle without a rental agreement, in breach or violation of the rental agreement;
• Damages and accidents caused under the influence of alcohol, drugs or any other controlled substance;
• Damages as a result of using a levelling system (if reconnected by a customer)
• Damages as a result of driving with an extended awning
• Damages and injuries caused by neglecting proper operating procedures, e.g. incorrect fuel type or quality, ignoring oil or coolant levels, air pressure, etc., by overloading the vehicle and/or exceeding the legal towing capacity (towing limit is with proper equipment 1,500 lbs. – enclosed trailers, boats or vehicles are not allowed);
• Damages where the customer is showing negligence or willfulness in failing to abide by the local laws and rules or disregarding common sense resulting in damage to the vehicle or third-party vehicle or property;
• Operation of the vehicle by anyone not meeting the age requirements as shown on the rate sheet and rental terms & conditions, or not listed on the rental agreement or not having a valid, original driver license; and
• Damages and losses due to “off-road” usage, or caused during travel in or through restricted areas, following incorrect GPS guidance, traveling into non-authorized areas including but not limited to the country of Mexico, the inner cities of New York, Montreal and Quebec (Canada)

Please Note: In case of a claim, El Monte RV will not act as an adjuster for any third-party insurances pruchased by the renter from which are not ofered by El Monte RV (such as $0 deductible insurance, etc...)

Security Deposit:

Client Requirements:

International Address Requirement

Customer Orientation:

• Clients receive a full orientation of their motorhome, including clients’ responsibilities for maintenance
• Orientation consists of a 30 min. video in English, German, Spanish or Japanese introducing the general concepts of motorhome use and safety tips, as well as a personal walk-through of the motorhome with the client by a qualified instructor
• Operator manuals are provided for clients to take with them in English and German.

Rental Vehicle Abandonment:
The rental vehicle cannot be returned outside of office hours. Any attempt to return the rental vehicle outside of office hours is defined under the terms and condition of the rental contract as Abandonment of the rental vehicle.

Abandonment of the rental vehicle is subject to a USD $1,000 - USD $5,000 in addition to any incidentals that may be due for miles traveled over the pre-purchased allotment, fuel tank refill, flush-out of waste water tanks, cleaning and/or damage. The clients will also forfeit the security deposit.

Luggage Storage:

Lost Items:
El Monte RV is not responsible for items left in the motorhome after client’s return and reserves the right to donate or dispose of them as it sees fit. Left items cannot be mailed to client.

Maintenance and Use Responsibility:
The client is responsible for routine maintenance while traveling (checking coolant, oil, tire pressure, etc.) as well as immediately reporting mechanical failures. Clients may be held responsible for mechanical damage due to negligence of operation and/or due to not performing normal maintenance. Tools for vehicle repair and tire change are not provided because clients are not authorized to make repairs.

Reimbursements & Refunds:
El Monte RV operates one of the newest fleets in the industry. Yet as motor homes are mechanical devices they may occasionally develop problems.

On The Road Vehicle Support:

• On-The-Road Support (OTRS): 1-800-367-4707 or +1-562-661-9842 is available 24 hours and 7 days
• Support staff may also be reached via email: onroadcareUSA@thlonline.com
• In order to be eligible for any lost-use refund during the rental period client must have contacted El Monte RV’s On-TheRoad Support and start a Customer Service log with them and must have followed all instructions, self- help tips, and/or recommendations for repair
• On-The-Road Support is a courtesy service provided by El Monte RV for our customers and this team is not authorized to determine refunds which is the sole responsibility of the return branch manager
• In certain circumstances clients may be provided with a replacement vehicle; El Monte RV - at its sole discretion - reserves the right to determine if, where and when a vehicle exchange will take place
• In the event of an accident involving an El Monte RV rental vehicle, no matter who was at fault, El Monte RV reserves the right to determine if, where and when a vehicle exchange will take place
• Should clients violate applicable laws or the terms and conditions by driving intoxicated, under the influence of drugs, or should they fall asleep at the wheel or drive negligently the customer will be responsible for all costs involved in replacing, towing and repairing of the damaged motorhome whereby the client’s financial responsibility includes but is not limited to the rental vehicle.

Travel Restrictions:

• Clients are restricted from traveling to certain regions due to road conditions, extreme weather, acts of God (‘force majeure’), security alerts and/or availability of support
• Restrictions are subject to change without notice and are determined solely by El Monte RV
• Clients are responsible for knowing and adhering to the travel restrictions and for informing themselves of possible changing conditions
• El Monte RV, to the best of its ability, will provide clients as much information at time of pick-up as possible, but is not liable for any delays or detours client may encounter
• Violation of these travel restrictions voids insurance and coverage options under the terms and conditions of the rental contract.
  
  Please note the following restrictions: 
   
  1) Off-road: Travel on non-public, unpaved and / or 'logging' roads is not permitted at any time.
  
  2) Death Valley: Traveling in or traversing Death Valley is not permitted in 01 June to 30 September where ground temperatures can reach 140º F or 60º C. Clients may be required to sign and acknowledge Death Valley restrictions on pick up.
  
  3) Mexico: Travel is permitted at client's own risk and only with the purchase of El Monte RV's Mexico Auto Liability Insurance (MALI), available at all southwest locations. Note: there is no reimbursement for repairs, lost use or deductibles for damage when in Mexico.
  
  4) New York City / Manhattan: Travel is not permitted.
  
  5) Alaska / Northern Canada: Travel is permitted at client's own risk. However, there is no reimbursement for repairs or lost use.
  
  6) Winter: Travel during winter months is permitted. However, freezing conditions may occur in Spring and Fall at higher elevations and should be anticipated and precautionary measures taken. Clients are responsible for any damage due to systems freezing due to cold weather. As a precautionary measure, at certain locations water may be replaced by anti-freeze to prevent water systems from freezing.
   

  Clients are then not allowed to use any water systems, including the toilet or shower, until they have traveled to areas with consistently above zero temperatures. In the event the clients want to replace the anti-freeze with water the client may re-winterize or de-winterize the vehicle with the help of an expert..
  
  Note: Winterizing or de-winterizing cost, typically up to USD $150, are the responsibility of renter.
  
  7) Summer: Travel in summer months and /or in extreme temperatures can strain motor home systems such as roof and dash air conditioners, generator and refrigerator. We maintain our motor home fleet to accommodate all weather conditions; however, clients should be made aware that performance of motor home systems under extreme conditions cannot be guaranteed. Roof A/C units will only cool the interior of the motor home up to a maximum of 20 degrees cooler than the outside temperature.
  
  8) Ontario / Quebec: Due to the increased incidence of theft motor homes are not allowed to be left unattended within the cities of Montreal, Ottawa and Quebec City. We recommend leaving the motor home parked at a campground and use a taxis or public transportation. Clients planning on traveling in these areas must inform rental station prior to departure.
  
  9) Vehicle Return: Clients who return the rental vehicle to any location other than the one booked and confirmed without prior authorization or who abandon the rental vehicle will be charged a recovery fee and penalty.

Traffic Citations, Golden Gate Bridge, Toll Roads: