Keeping your van safe: what our community needs to know

At Camplify, we've built something special: a community where owners share their pride and joy with travellers who genuinely want to explore Australia. Every day, thousands of hirers collect vans from our owners, create memories on the road, and return them with stories to share.

But let's be real. As with any online platform, there are occasionally people who don't share our community's values. Over the past year, we've seen a handful of cases where someone's tried to pull a swifty - and our owners, backed by our team, spotted the warning signs and kept their vehicles safe.

We're sharing this because we believe in being upfront with you. Not to worry you - these situations are genuinely rare - but better to have the info and not need it than the other way around.

What we're already doing behind the scenes

Before we get into the signs to watch for, here's how we help keep dodgy actors off the platform:

Our verification systems include biometric checks and regular screenings to catch dodgy accounts before they can make a booking. We monitor booking patterns across the platform, looking for anything that doesn't add up. And our customer service team is trained to spot and investigate suspicious activity.

That said, no system catches everything - and as the owner, you're the one who decides whether to accept a booking. That's a powerful position to be in, and we want to make sure you have the information to make confident decisions.

Signs that something might be off

Most hirers are exactly who they say they are: families heading to the coast, couples planning a weekend getaway, or grey nomads starting their next adventure. But here are some patterns our community has flagged over time:

Last minute bookings

Booking requests that come through in the early hours of the morning for pickup within 24 hours can be worth a second look. Legitimate hirers usually plan a bit further ahead - though of course, spontaneous trips do happen.

Vague or mismatched details

If someone's message says they're "going away with the partner for a bit" but doesn't mention where they're heading, or their story doesn't quite match their profile, it's okay to ask a few questions. Most genuine hirers are happy to chat about their plans.

Verification status

An unverified profile isn't automatically suspicious, but it's something to check before confirming. If they haven't completed verification, you can ask them to do so before you approve the booking.

Something feels off at pickup

Trust your gut here. If the person collecting the vehicle doesn't match who made the booking, or if you have any doubts about their licence, it's absolutely fine to pause and contact us.

What to do if you're unsure

This is the important bit: you don't have to handle anything alone.

Before confirming a booking: Our customer service team is just a live chat or phone call away at (02) 4075 2000. If a booking request seems unusual, send it our way and we'll take a closer look. There's no such thing as a silly question here.

At pickup: Always complete your pre-hire checklist on the day of hire, including a photo of the hirer's driver's licence. This protects both of you and ensures your vehicle is covered.

If something goes wrong after handover:

1. Contact us immediately - don't wait

2. Never extend a booking manually; always ensure payment comes through Camplify

3. If needed, we'll guide you through reporting to police

The My Way Mutual PDS covers incidents of theft. If the worst happens and a vehicle isn't returned, our claims team will be right there with you, walking you through every step.

We've got your back

Here's what we want you to take away from this: you're in control of your vehicle and your bookings - and we're here to support you every step of the way.

We've seen how our owners look out for each other - sharing tips, recommending caravan parks, and building real connections across the platform. That same community spirit extends to keeping everyone safe.

So keep doing what you're doing - sharing your vehicle, your knowledge, and your passion for the road. And know that whether it's a question about a booking or a situation that needs escalating, our team is here to back you up.

Questions or concerns? Jump on live chat or call us. We're here to help.

Stay safe, and happy camping.

For more information on keeping your bookings secure, visit our Help Centre.