Wandervans was founded in 2016 with the goal of providing an affordable way for families and couples to get into the outdoors. While our first van was a work in progress it did lead to the creation of our current set of three models. Simplifying the design and building a system around this design has been the key to our success and will be to your success. Please review the manual and feel free to contact us with any questions.

Wandervans Franchisee Training Schedule

Van Cleaning & Vehicle Prep

Van Cleaning - Interior/Exterior and cleaning supplies needed
Cleaning Equipment - Vacuum, pressure washer, hoses
Snap Inspect - Process Overview
Changing the Door Code for Customers
Including Add-ons, where to store, what to include

Van Maintenance and Basic Repairs

Van Interior Kit repairs and troubleshooting
Van Fuse replacement and Electrical
Schedule maintenance, Oil Changes, Wipers, etc
Tires and Rotations
Fridge issues and back up fridge

Getting Started and Setup for Operations:

Create a new Wandervans Email
Establish your pickup location
Create and setup your Wheelbase account
Get your number added to OpenPhone system
Customize the Instruction cards for your van and location
Create Draft email responses
Setup QB kit lease payments
Select Add-ons and get those ordered, organized, etc.
Get all new booking pages setup on the website for new Franchisees
Install Keypad and train no how to reset it.
Contact Roamly and apply for insurance coverage

Customer Service and Wheelbase

Wandervans Reservation Email (reservations@Wandervans)
Taking Calls and responding via TalkRoute app or OpenPhone
Customer Service issues and Best Practices
Communicating with Customers via Wheelbase
Email Notifications regarding upcoming reservations
How to keep customers informed about their door codes and pickup info

Finding and developing a location

Office Location:

An office location should be selected that has enough parking spaces for the planned number of Wandervans. The office should have a garage tall enough to accommodate the high roof vans to allow them to be brought inside for cleaning during inclement weather. The office location should also have an address that can be listed in Google Maps. An address is required by google maps to allow you to collect reviews. Reviews are a vital part of increasing local web traffic and business.

Building Insurance:

Any office location should have building insurance of at least $1M. This is to protect the business owner, landlord, and Wandervans. This business insurance will generally be around $1000 to $2000 depending on location and if you require additional coverage. Our main office uses Higgins and Rutledge.

You also need to make sure to name Wandervans as a backup tenant in case an event occurs as listed in the contract.

Social Media and Advertising

Social media and Advertising are vital parts of growing your business for year round success. It is very important to figure out what your busy season is and then look at opportunities to boost shoulder season traffic. While you may have one major destination that commands most of your traffic in the busy season it is just as important to plan for the shoulder season.

While the Social Media accounts are managed and controlled by Wandervans we need your content to help grow your business. Providing content for social media and our website is the key to everyone's success. We want people to think of Wandervans for all of their camping trips in the future no matter where in the country they are traveling to. Also Influencer trips count towards your Brand Development fee so it is an easy way to get credit. In Appendix Exhibit M you will find a sample social media contract that will help you get the most out of any influencer trip. A goal of providing 40 to 60 photos yearly for our social media is the best way to ensure success.

Google ads is a great tool to set up ads based on keywords or clicks. This is a very in depth topic that is best covered over a video conference. The key thing to remember with Google Ads is you need to figure out what keywords customers are searching for and then buy those keywords and have the price high enough so that Wandervans shows up during search. If you have a competitor in your area there is no rule against buying keywords with your competitors name. You just need to make sure you bid enough to win.

Google My Business should be set up as soon as possible to ensure you have a way to receive reviews. Once your Google my business is set up then send out a couple friends in your campervans and then ask if they can provide honest reviews. Reviews are just one aspect of Google My Business. You also want to work on creating posts on a regular basis since customers commonly see these posts and it is free advertising.

What about reviews do you need to worry about? Well you need to get good quality reviews, and enough to be able to absorb the occasional bad review. There will also be those customers out there who you just can’t make happy. If you get a bad review just make sure to reply to explain your side of the situation.

What are some cheap ways to get the word out about Wandervans in your local area. The simplest way is to drive the van around and go to events, parks, campgrounds or even your favorite restaurant and take photos of the vans at the different locations. Once you take photos then you can post reviews or email them to the corporate office and we will post under our account. Our review account has over 1.5 million views and keeps growing. People read reviews about all sorts of places on Google and this is just a free way to get the word out about Wandervans. You should always write an honest and helpful review.

Pre-opening procedures and Task

Here is a bulleted list of items that you should ensure you have before opening. These items are in no particular order

Cleaning Supplies - We recommend finding a local supplier for these bulk items

Shop Vac Style Vacuum
Armor All Style Shine Product
Degreaser
Fabric Cleaner
Ozone Machine - Helps reduce odor
Pet Smell Cleaner
Alcohol Diluted for disinfecting the surfaces
Bleach to help sterilize the gray tank do not use on van surfaces
Lots of cleaning cloths
Pressure Washer
Outside Foam Soap
Pet hair stone to help lift hair
Tablets to make windshield washing fluid
Squeegee

Linens

You need to have a local laundry service setup for all your laundry
Take the number of vans you have and then double it and buy that amount of sheets sets.
4 to 8 pillows
Extra Mattress covers just in case you need to take one off to clean it
Sleeping Bags if you plan to offer this item as an addon.

Addons

Make sure you have enough addons to service the vans you have. Remember the reservation software does not track inventory on addons so you will need to take care of this.
Our most common addons are Kitchen Kit, Linens, Blankets, and Port-a-potty so make sure you have these on hand. Remember Port-a-potty always come back clean or you charge the customer.

Van Whiteboard in the office

Record issues or maintenance needs
Record if the van went to the service shop or body shop
Helpful in the off season to keep track of vans which are not on rental

A place to securely store the keys for the vans
Record all of your master door codes on your “Van log Master” on a shared drive and keep track of license plates and VIN numbers here also.

Inspections

Make sure you have a tablet all setup for inspections and photos
We recommend Snap Inspect for inspections

Make sure all vans are insured.
Keep a set of spare parts for the van. This number will vary based on the number of vans you have in the fleet.
Maintenance

Find out who is your best local Ford Dealer and establish a relationship with them since you may be bringing them a lot of business in the future.
Find a good tire shop and place for oil changes near your office. We usually have a place close by that allows us to fit in on short notice. Oil changes and tires are part of regular maintenance and shops do appreciate this consistent business from a large fleet. You can even use a folding scooter to get back and forth between your office and the maintenance place. This is what we do in both Boise and Salt Lake City.
Grab a couple vehicle spare parts. We recommend the following items:

Windshield Wiper Blades
Fuel Filler Door
DEF if you have diesel vans in your fleet
The little caps that cover screws on the entry steps. These come out during rentals and also as the age the vacuum will suck them out.

Reservation Software

Make sure all your vans are in your reservation software
Go through training for your reservation software
Ensure insurance is all setup so people can buy insurance
Setup automatic reminder emails to customers
Link your bank account so you can get paid
Setup seasonal pricing for your vans
Make sure all your taxes are setup
Check your addons
Do you have at least 10 photos for each van listing

Money

Make sure you have a bank account all setup
Get employees and yourself credit cards to help manage transactions
Get some checks on hand in case you need to write one
Make sure you have your EIN setup with the government
Make sure your sales tax system is all set up with the state and or local governments
Make sure your LLC is registered with the Secretary of State.

Quick Cards

Make sure you have your quick cards made up and placed in each van.

Equipment and inventory requirements

Campervan Kit Failures and Spare Parts

Our campervan kits are designed around the philosophy of keeping it simple. The bed frame, bench, and hook system are steel and are extremely durable and will likely outlast the vans themselves. There are parts of the campervan kit that will wear out over time and break depending on how careful the renters are with the equipment.

Recommended Spare Parts List:

Qty 2 - Sink hand pumps or foot pumps depending on your model:

https://www.amazon.com/gp/product/B000BGM2XG/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1

Qty 4 - bed lights: https://www.amazon.com/gp/product/B07T1BDTXX/ref=ppx_yo_dt_b_asin_title_o07_s00?ie=UTF8&psc=1

Qty 2 - Fresh and Gray Water Container: https://smile.amazon.com/gp/product/B07SK9FN9C/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1

Qty 1- Cooler Power Cord - ordered through Wanders

Qty 1- ARB Fridge - Ordered through Wandervans

Qty 1- USB Splitter:

https://www.amazon.com/gp/product/B07MHYM93H/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1

Kitchen

The kitchen is composed of a number of parts, but the part that fails the most is the hand pump for the faucet. Misuse by the customers and misunderstanding around usage generally lead to breakage. Sometimes the customers unscrew the top tube and this causes leaks around the faucet and can also lead to sink damage. The sink itself is also susceptible to damage due to water since customers are not always careful with where the water goes.

It is recommended to check the water jug in the sink also for leaks. Over time leaks can develop and it is always best to keep an eye on this.

The gray tank for the sink should be sterilized on a regular basis to ensure there is no mold or other build up. We recommend having an extra gray on hand so one can soak and then a clean one can be ready to go into the van..

The fresh water tank should be sanitized with bleach once a year and also allowed to completely dry out for at least a week to ensure there is no scum build up.

The kitchen should be winterized every winter by simply emptying the fresh and grey tanks and pumping the hand pump until no water comes out. If the tanks or pump freeze with water it will lead to damage.

Cooler

The coolers are fairly robust, but as with anything customer handling will determine life. It is important to keep an extra power cord since customers end up tugging on them and breaking them. It is also important to keep at least one cooler as a spare. In between every rental you should check and make sure the cooler powers on and then power off the cooler. It is not recommended to leave the cooler on for any period of time when the van is not in use. Wandervans does have a dometic account so we can provide coolers at discounted prices. We just require a minimum order.

Bed Lights

The bed light system works great to provide lights to customers, but customers will tug on the top of the light as opposed to moving the arm. This will eventually lead to light failure.

12V Battery Outlets

Our vans have a direct connection to the batteries

Operating procedures

Steps to get a van ready for rental:

Clean the van
Place all addons in the van
Perform an Inspection with Snap Inspect or Comparable Program
Program in the door code based on the last digits of the customers phone number
Look in the reservation software to ensure that all documents are signed and money has been collected. Do not send a door code before you have verified these items.
Make sure insurance has been chosen and all drivers are verified or customers own insurance info is valid.
Make sure quick cards are on the passenger seat
Make sure all placards are in their respective places.
If all items above have been satisfied then the van can be checked out and the customer notified.

Touch Free Pickup

Wandervans uses a touch free pickup system which relies on the customers using our videos for each van size to understand how everything works inside the van. This means less staff for you since the customer does not need to interact with an employee at pickup. Honestly most customers prefer this method since they don’t need to wait in any lines to get their rental.

Pre-Pickup Customer Service:

It is best to set up automatic emails in the reservation system to ensure the customer sees the information needed via email and then also send out text messages to the customer to remind them of the information they need to read before the rental.

Getting the customer to read emails and texts is an important part of the success of the rental. If they are not responding then a phone call is needed.

Make sure that insurance is all settled at least a week before rental.

Here is the automatic email reminders we send before departure:

Heater Reminder

Sent 7 days prior to rental to remind people how to use the heater. If you have a roof top AC then a similar email would be wise.

*|renterFirstName|*,We hope you are excited for your trip. We have worked hard to get your van all ready for you. We want to discuss with you the heating options when your van is turned off.

Your Campervan: *|rentalName|*

***Vans with “Heated” in the Title***

You have selected a van with a built in heater. This heater uses a wall mounted thermostat that allows you to stay warm during the cold months. You will find operating instructions in the users manual and the controller on the drivers side of the van. It is important to remember the following:

1)You need to have at least ½ tank of fuel in the main van fuel tank.

2) If you have driven in slushy or icy conditions it is important to double check to make sure there is no ice build up on the heater exhaust or intake.

3) Familiarize yourself with the operation and ask any operational questions before you leave cell service.

4) Do you need an additional electric or propane heater? If you are going to be at a campground with electricity then you will save money on fuel by using an electric heater and we recommend including one. We don’t recommend reserving a propane heater as a backup since it can not be used at night.

These heaters are extremely reliable, but we always recommend being prepared with a warm enough sleeping bag for an emergency situation.

***Vans without “Heated” in the Title***

You have selected a van without a built in heater. Just because a van does not have a built in heater does not mean you don’t have options. We have available for free a propane or electric heater.

Electric Heaters require an external 110V power supply. There is no place in the van to plug in an electric heater. Many campgrounds do have power available just be sure to check on your accommodations before arrival. We recommend running the extension cord through the bottom of the back door to your heater.

Propane Heaters require a 16oz propane bottle for operation. The propane heater will provide ample heater and has an oxygen sensor that will turn the heater off if the oxygen level inside the van gets too low. We recommend not running a propane heater overnight. We do not include the propane bottle, but they are available as an add on.

These heaters are extremely reliable, but we always recommend being prepared with a warm enough sleeping bag for an emergency situation.

If you have any questions before your trip feel free to contact us.

Door Code Reminder Email

Remember that you are programming the last digits of the customer's phone number into the door code. This email reminder helps to remind customers about this system. You don’t have to have the van ready yet. This should go out about 8 hours before.

*|renterFirstName|*,Thanks again for renting with Wandervans. Here's your van information for check-out. You'll find the Van # located on the back of the van, and the door code will be used on the driver's side key panel for entry. Keys are in the glove compartment and info will be on the seat.

<b>Van Details:</b>

Van #: *|rentalName|*

Van # and Door Code: *|rentalInternalId|*

VIN: *|vehicleVIN|*

<b>Pick-up Details:</b>

Pick-up Time: *|bookingPickupTime|*

Pick-up Date: *|bookingFromDate|*

Booking #: *|bookingId|*

Please watch the checkout video and let us know if you have any questions or concerns:

https://youtu.be/AxkQTwL-cPM

We strive to make the check-out process as smooth as possible, if you have any questions at the time of pick-up please feel free to reach out to us at 1-888-861-1096.

Two Days Before Email

This is just an email to remind renters to watch videos and be prepared for their rental.

Please Complete our Renters Agreement:

https://www.wandervans.com/renters-agreement

You will receive your door code and van number prior to your departure. Please wait for this code and double check your check messages and email.

If you receive your access code the day before please note that you will be charged if you pick up before your scheduled day. If you would like to pick up the day before please reply to this email to confirm you are able and understand there may be an early pickup fee of $60.

If you drive on dirt roads, please return the outside washed/door seals wiped and the van vacuumed to avoid an extra cleaning fee. The cleaning fee does not cover dirt road driving. Extra cleaning for dirt road driving will be billed at $40/hour.

Please watch the checkout video and let us know if you have any questions or concerns:

https://youtu.be/AxkQTwL-cPM

Van Insurance During Rental:

There are two primary insurance options during rentals. The first option is for the customers to purchase insurance through the wheelbase system. This option requires the driver to pass a drivers check and be over 25 and have no major violations on their record. There are three levels of this insurance and for the majority of renters the basic option will be more than adequate since the value of our vans do not exceed $50,000. The campervan kits are not covered by this insurance since they are considered internal components. If you are doing any kind of delivery you will need to choose this option.

The second option is for the customer to use their own insurance. This option usually saves the customer a lot of money and is the preferred option. The customer is required to agree to cover the van with their insurance and then should enter in their insurance information. We have had no issues with insurance companies covering damage to our rentals. We have had claims from USAA, State Farm, and Farmers without issue. Geico is the main company to be careful of since not all Geico policies cover rental cars. The vans are all registered as passenger vans and not RVs. This is an important point to make since it will allow the customers insurance to carry them on the rental.

Here is our insurance questions that should be filled in by the customers if using their own insurance:

How would you like to cover your campervan trip?

I agree to provide my own insurance and agree to cover any and all damages during the rental period.

I agree to purchase insurance with Wandervans.

What is your insurance company? (If purchasing insurance please type n/a)

What is your insurance policy number? (If purchasing insurance please type n/a)

What is your insurance company contact number? (If purchasing insurance please type n/a)

Drivers License Info?

Home Address Listed on Drivers License?

Van Insurance Outside of Rental

As a location you should carry an insurance policy to cover vandalism, theft, and accidents around the office. You will also need a general policy that has liability during the periods when you are driving a van to get an oil change or other maintenance. There is a policy with Allstate that is provided in the wheelbase system.

Self Check In

Wandervans uses a Touchfree or self check-in system that reduces labor costs and allows vans to be picked up at more convenient times.

OFFICE OPERATIONS

Thoughts from Boise Operations Manager

Thoughts from Salt Lake City Operations Manager

Wandervans is a rare and niche organization, even within the industry in which it operates. We offer a unique experience to renters and conversion customers that sets us apart from the standard campervan company. Wandervans offers quick conversion turnaround times, simple and efficient interiors and streamlined customer service.

Apart from our uniqueness, the Operations Manager must truly be a jack of all trades and learn to triage an entire host of issues that arise from day to day. The OM must be familiar and proficient with vehicle maintenance, camper van build outs, customer service and expectations, sales, scheduling, product knowledge of the brands we sell, vendor relationships, employee retention, discipline and hiring, time management, local recreation, camping and travel routes, and having the ability to see into the future with varying degrees of accuracy. These are a unique set of skills I work on every day to meet expectations of our customers and fellow employees.

All of our customers are different in many ways but they share one thing in common; they invest a lot into what we have to offer. For some of our rental customers, their time in our vans visiting the Grand Tetons and Yellowstone may be the trip of a lifetime for which they have invested precious time and money. Each conversion customer has invested the same and the work we do on these vans will provide them with years of fun and memorable experiences. The OM and staff at each Wandervans location should treat each rental and conversion with this in mind.

Primary Weekly Tasks:

Monday: Plan out the week’s tasks (Cleaning, Oil Changes, Fixes, Conversion Appointments)

Tuesday:

Wednesday:

Thursday: Print out Rental Report for the NEXT week and write up check out sheets

Friday:

Saturday:

Sunday:

Rental Prep Report

Open Wheelbase by visiting dashboard.wheelbasepro.com
Click on the reports button in the upper right part of the screen
Click the view button next to the rental prep report
In the date range box click the box and select the week needed.
Report will be generated. (Hit CTRL-P to print report)

How to Verify Insurance

Open up a reservation and look in the right column for this information.

If they are buying the wandervans insurance then check to make sure coverage is enabled. If coverage is pending please highlight the rental prep report. Enabled coverage will look like the box below.

If they are using their own coverage then call the number listed to verify coverage.

Wandervans Procedure for Checkout and Check in of Vans

Summary:

This procedure details the steps to be taken to checkout and checkin a Wandervans van. Please follow the steps outlined below to ensure a positive customer experience.

Click on Dashboard at the top and you will see upcoming reservations or click in the search bar and search by name.

Procedure for Confirmed reservation:

Once a confirmed reservation has been received the van needs to be cleaned and prepared for pickup. If the Wandervans rental agreement has not been completed this must be sent out and completed before the reservation can begin. This agreement is sent via Docusign.
If the van has recently been returned then please record the mileage from the previous rental and ensure the tank is full. The mileage should be recorded in the previous reservation on Wheelbase.
After completing the previous reservation, pull up the new reservation in Wheelbase. This can be accessed from the dashboard or from the calendar view. On the dashboard you can select a date to view which reservations are going out on that day.

Once the reservation has been pulled up you must look and see if there are any addons that need to be added to the van, the number of people on the trip, and what the seating

configuration should be. The seating configuration is specified on the reservation screen.

Once you know the addons and seating preferences for the reservation then you should proceed to gather up the addons and prepare them for the van.
The van should then be cleaned and the cleaning checklist should be followed and filled out. The cleaning checklist is also a google document. Please open and print the document. https://drive.google.com/open?id=1jl4-jkLZaPVZyAt6td5vrIdRfJZ_vfQKH5YS0DcwHjE
After cleaning the van fill out the cleaning checklist to ensure nothing has been missed and then record the mileage and fuel level on the sheet in addition to the included addons. The filled out checklist should be placed inside the van on the front passenger's seat.
Place the addons requested in the clean van.
Install the correct seat configuration.
Double check mileage and record it for input into Wheelbase.
Set the custom door code for each customer by typing in the standard door code for the van, holding the “½” button until the “9/0” button flashes then type in the last 5 digits of the customer’s phone number. When done correctly the van will unlock, lock, then unlock. Hold the ⅞ button and the 9/0 button at the same time to lock the van. Look up the phone number and test the code once more.
Park the van and then place a single set of keys with an attached key to the orange box in the glove box and then lock up the vam.
Return to the reservation on wheelbase and enter in the mileage by hitting the checkout button.
Draft an email to the customer once the van is ready to notify the customer. Each van size has a unique email.

Checkout Emails

Large Van Checkout Email: (Change door code to match the van!) Replace XXXX with the correct day and door code. Replace YYYY with date. Van: XXXXX# with van type and number. Replace ZZZZZ with the license plate number.

We hope you are excited for your trip. We have worked hard to get your van all ready for you. Wandervans uses an express online checkout system that ensures your van is ready for you at the time you need it. The process is very easy and seamless. Your van is ready for pickup anytime on YYYY. The door code is XXXX and you will find the keys in the glove box.

Van: XXXXX #

License Plate: ZZZZZZ

Please watch the checkout video and let us know if you have any questions or concerns:
https://youtu.be/AxkQTwL-cPM

Please watch the Large Van Checkout video on our homepage at www.wandervans.com to learn about the van operation and let us know if you have any questions. There is also a user’s manual in the glove box that provides tons of great information about other features of the van. To return the van simply park it back in the lot and place the keys in the glove box and then completely lock the van. After locking up the van take 4 photos around the outside and email them to reservations@wandervans.com. Please return vans with the same full level as when you picked it up, which is always full.

Please also remember to wait for the glow plug light to turn off before starting your van if your van is diesel. You can tell if your van is diesel or gasoline powered by looking at the fuel cap located by the driver’s door.

If your van is equipped with a diesel heater please be aware that if you are driving in snow or mud this can cause build up in the heater exhaust that can prevent the heater from warming the van. If the diesel heater is not blowing hot air after a few minutes check the exhaust which is a 1 inch diameter black hose on the underside of the van above the rear axle. This is discussed in the user manual. Heater controllers are located on the drivers side wall.

Please make sure you have completed our renters agreement:

https://www.wandervans.com/renters-agreement

Enjoy the journey,

Wandervans

Medium Van Checkout Email:

(Change door code to match the van!) Replace XXXX with the correct day and door

code. Van: XXXXX# with van type and number.Replace ZZZZZ with the license plate

number.

We hope you are excited for your trip. We have worked hard to get your van all ready for you. Wandervans uses an express online checkout system that ensures your van is ready for you at the time you need it. The process is very easy and seamless. Your van is ready for pickup anytime on XXXXX. The door code is XXXXX and you will find the keys in the glove box.

Van: XXXXX#

License Plate: ZZZZZZ

Please watch the checkout video and let us know if you have any questions or concerns:
https://youtu.be/AxkQTwL-cPM

Please watch the Mediuml Van Checkout video on our homepage at www.wandervans.com to learn about the van operation and let us know if you have any questions. There is also a user’s manual in the glove box that provides tons of great information about other van features. To return the van simply park it back in the lot and place the keys in the glove box and then completely lock the van. After locking up the van take 4 photos around the outside and email them to reservations@wandervans.com. Please also return it with the same fuel level as when you picked it up, which is always full.

If your van is equipped with a built in heater you will find instructions for use inside of the users manual. Heater controllers are located on the drivers side wall.

Please make sure you have completed our renters agreement:

https://www.wandervans.com/renters-agreement

Enjoy the journey,

Wandervans

Heating Email:

We hope you are excited for your trip. We have worked hard to get your van all ready for you. We want to discuss with you the heating options when your van is turned off.

Vans with “Heated” in the Title:

1)You need to have at least ½ tank of fuel in the main van fuel tank.

2) If you have driven in slushy or icy conditions it is important to double check to make sure there is no ice build up on the heater exhaust or intake.

3) Familiarize yourself with the operation and ask any operational questions before you leave cell service.

4) Do you need an additional electric or propane heater? If you are going to be at a campground with electricity then you will save money on fuel by using an electric heater. We don’t recommend reserving a propane heater as a backup since it can not be used at night.

These heaters are extremely reliable, but we always recommend being prepared with a warm enough sleeping bag for an emergency situation.

Vans without “Heated” in the Title:

You have selected a van without a built in heater. Just because a van does not have a built in heater does not mean you don’t have options. We have available for free a propane or electric heater.

Electric Heaters require an external 110V power supply. There is no place in the van to plug in an electric heater. Many campgrounds do have power available just be sure to check on your accommodations before arrival. We recommend running the extension cord through the bottom of the back door to your heater.
Propane Heaters require a 16oz propane bottle for operation. The propane heater will provide ample heater and has an oxygen sensor that will turn the heater off if the oxygen level inside the van gets too low. We recommend not running a propane heater overnight. We do not include the propane bottle, but they are available as an add on.

These heaters are extremely reliable, but we always recommend being prepared with a warm enough sleeping bag for an emergency situation.

If you have any questions before your trip feel free to contact us.

Thanks,

Wandfervans

Heating email for customer who choose all the heaters:

We hope you are excited for your trip. We have worked hard to get your van all ready for you. You have selected a van with a built in heater and this is our recommended heating solution. As a result we want to confirm if you still need a propane or electric heater as requested in your original reservation.

If you are going to be at a campground with electricity then you will save money on fuel by using an electric heater and will have the option of not using the built in heater. Please reply back to this email to confirm that you will be at a campground that can support an electric heater and we will include one.

These heaters are extremely reliable, but we always recommend being prepared with a warm enough sleeping bag for an emergency situation.

Thanks,

Wandervans

Small Van Checkout Email: (Change door code to match the van!) Replace XXXX with the correct day and door code. Van: XXXXX# with van type and number.Replace ZZZZZ with the license plate number.

We hope you are excited for your trip. We have worked hard to get your van all ready for you. Wandervans uses an express online checkout system that ensures your van is ready for you at the time you need it. The process is very easy and seamless. Your van is ready for pickup anytime on XXXXX. The door code is XXXXX and you will find the keys in the glove box.

Van: XXXXX#

License Plate: ZZZZZZ

Please watch the checkout video and let us know if you have any questions or concerns:
https://youtu.be/AxkQTwL-cPM

Please watch the Small Van Checkout video on our homepage at www.wandervans.com to learn about the van operation and let us know if you have any questions. There is also a user’s manual in the glove box to that provides tons of great information about other van features. To return the van simply park it back in the lot and place the keys in the glove box and then completely lock the van. After locking up the van take 4 photos around the outside and email them to reservations@wandervans.com. Please also return it with the same fuel level as when you picked it up, which is always full.

If your van is equipped with a built in heater you will find instructions for use inside of the users manual. Heater controllers are located on the drivers side wall.

Please make sure you have completed our renters agreement:

https://www.wandervans.com/renters-agreement

Enjoy the journey,

Wandervans

FINAL CHECK OUT MESSAGES /DOOR CODE

Hello,

We hope you are excited for your trip!

Your van is prepped and ready for pick up anytime on
The door code is the last 5 digits of the phone number we have on file for you
The keys are inside the glove compartment
DOOR CODE
VAN #
LICENSE NUMBER
PHONE

After sending the van checkout email you need to record the mileage. This is done by hitting the “Check out” button in the reservation. Once you have recorded the mileage the van is ready to go until it is returned.

Upon return of the van please do a complete walk around to check for any damage inside and out, especially checking the windshield for new chips and cracks. Verify that all add-ons have been returned and record any issues on issues sheet.
For the returned van record the mileage and check the fuel level and then record the mileage in Wheelbase.

If the van needs to be refueled use a Wandervans credit card to refuel the van to full. Note the fuel level the van was at when it departed and the cost to refuel it to that level. Add the refuel charge (1.5x) to the reservation with an explanation such Price to refuel x 1.5 = refuel charge. Refuel vans to that they have a full tank.
Once the van has been checked in process payment for the additional mileage. Once payment has processed click “Send Receipt” in the upper right section of the page. Send receipt with the following message. Be sure to use the correct link for each location.

SAMPLE RETURN MESSAGE:

Hello,

We hope you had a fantastic trip. Your van has been checked in, mileage entered, and payment for any remaining balance has been processed. Here is an updated copy of your reservation showing this.

If you had a great experience we would really appreciate a 5 star Google review. Google reviews mean a lot to us personally and they help us send more people on great trips. You can leave us a Google review here: https://g.page/wandervans/review?rc

Please let us know if we can help you with any future reservations.

Enjoy the journey,

Wandervans

Administrative and reporting obligations

Payroll, accounting and computer systems

Marketing and advertising guidelines

Wandervans is the sweet spot in between the tent and the RV. We are an outdoor experience focused company that seeks to get customers into the outdoors at reasonable prices.

Company Vision:

Connect you with the outdoors with an unequaled campervan experience.

Products:

Wandervans offers three sizes of campervans and a wide range of addons to help customers get into the outdoors.

Competitors:

Escape Campervans - The largest campervan company in the US with multiple locations around the US. The primary focus of the company is on low roof campervans which sleep 2 people.

Native Campervans - Located in Denver, Vegas, and SLC. This company focuses on 2 person campers based on the Dodge Promaster.

Company Branding:

All offices and licensees will ensure that branding is truthful and honest. Branding shall be consistent across all sites. No site shall be involved in any dilution of the brand for their own individual gains.

Any exceptions to the guidelines below must be approved in writing.

Branding Guidelines:

Logo

All usage of the logo will ensure complete visibility of the logo with no obscuring
Logo Colors shall be maintained across all formats
Black and White Representation shall require prior approval

Composition

All marketing materials shall ensure consistency across locations
All materials shall keep in mind all the sites
No composition shall direct customers to external sites outside of the wandervans website without prior approval.

Videography

will strive to meet the highest standards and avoid any offensive content or content that is hateful or harmful towards a specific race, gender, ethnicity, or creed.
Vans shall not be required to be in videography
Any vans used in videography must have a clean appearance unless the focus of the advertisement is targeted towards an off road market.
All films with vans must show locations that are reasonably accessible to all customers. Vans should not be filmed in locations that might result in customers damaging the vans

Photography

will strive to meet the highest standards and avoid any offensive content or content that is hateful or harmful towards a specific race, gender, ethnicity, or creed.

Vans shall not be required to be in photography

Any vans used in photography must have a clean appearance unless the focus of the advertisement is targeted towards an off road market.

All photographs with vans must show locations that are reasonably accessible to all customers. Vans should not be photographed in locations that might result in customers damaging the vans

Typography

All printed material shall seek to use a uniform font across all materials

Customer Interactions

The font used throughout the website is called Sofia Pro. (view font here https://www.myfonts.com/collections/sofia-pro-font-mostardesign)

All customer facing materials must be uniform across the sites. Uniformity must be maintained at all times within emails, cancellation policies

Social Media

All social media posts shall be focused on promoting wandervans in a positive light and be professional and follow all brand guidelines. No social media post shall promote any external companies or service unless approved by Wandervans.

Advertising Guidelines:

Any exceptions to the guidelines below must be approved in writing.

Professionalism

All advertising shall be created in a professional manner and follow all branding guidelines. Any exceptions must be approved in writing.

Uniform Policies

Policies across sites shall be uniform and portrayed in a uniform manner in all advertising materials. Experimenting with new advertising ideas is encouraged, but fundamental business policies should be followed.

Landing Page

All advertising shall direct customers to www.wandervans.com unless there is a location specific advertisement that is directing customers to a special deal or detail. Any Wandervans products shall not be advertised on other sites without prior approval.

Conditions of Approval:

Vans can not comprise more than 30% of the annual revenue of the total website revenue.

No external website can embed the wandervans wheelbase tools.

Annual audits are allowed to ensure compliance.

Products listed on Outdoorsy are excluded from this condition.

Campervan Image and Details

The description of campervans and titles shall be uniform across all sites. This content shall be reviewed on a quarterly basis.

Customer service

Quality customer service is crucial to ensure customer satisfaction from the booking process to van drop-off. It is important to provide a positive experience for customers, which can result in repeat business and referrals.

Methods of customer interaction

Phone calls
E-mail
Wheelbase messenger
Google My Business

Troubleshooting info

Be sure to familiarize your customer service representative with the vans and various operating procedures.

FAQs

The Wandervans website has an excellent FAQ and should be used by your customer service representative to help out customers.

Before Trip:

Cancellation Policy
Airport Pickup
Discounts
One Way Trips

Price depends on location and season

Personal Insurance vs Wheelbase or Outdoorsy Insurance
Minimum Age Rental Requirements

21 - Must use their own insurance
25 for Wheelbase Insurance

During Trip:

Mechanical Errors
Heater Issues
Roadside Assistance
Accident/Damages
Early drop-off

After Trip:

Security Deposit
Mileage

Management procedures

Campervan Kit Operations Manual

Ford Transit Van Overview

Model: Ford Transit Van

Fuel Type: Check your gas filler! Black/Yellow = Gas; Green = Diesel.

Lg. Van Fuel Tank & MPG: 25 Gallon tank, avg. 15 mpg city, 15-20 mpg hwy, 350 to 475 mile trip capability per tank of fuel.

Md. & Sm. Van Fuel Tank & MPG: 25 Gallon tank, avg. 15 mpg city, 15-20 mpg hwy, 350 to 450 mile trip capability per tank of fuel.

Drive Train: 2 Wheel Drive, AWD, or 4WD

Chains: Set of Tire Chains available upon request or will be located inside of the van during winter months.

Built in Heater: Built in heaters are specified in the unit heading. If there is no built in heater then a propane heater should be included except during the summer months.

Spare Tire Location: Under frame, at rear of vehicle. Please consult the Ford Owners Manual for complete instruction. The jack is located at the right rear inside of the van, yellow in color. The spare tire tools located under the passenger side seat, just pop off the compartment covering to access tools.

Keys: Most vans usually come with 2 to 4 keys. We recommend only giving the customer one set of keys.

Seating Capacity: 2 to 7 people. The second row rear seat can be changed out for either a 2-person, or 3-person setup. Medium and Small vans can only fit a 2-person. In the large van an additional seat can be added in the second row if the bench is removed to provide seating for 7 people.

Fuel Filler

Fuel is added by opening the drivers side door and then opening the compartment on the bottom right corner of the doorway. There is no gas cap that needs to be removed so simply push the nozzle into the filler port. Please make sure to add the right type of fuel. Use gas if the filler port is black or yellow. Use diesel if the filler port is green

Spare Tire and Tools

If you need to change a flat tire, you can find the tire iron and the jack handle beneath the passenger side front seat. Remove the plastic cover to access these tools. You’ll find the car jack in the rear of the van underneath the bed frame on the passenger side. Lift the tab inside the back doors, at the rear of the van to release the spare tire. To release, insert tire iron end into the hole and spin until the spare tire drops down from underneath the vehicle.

Rear Doors (Barn Doors)

The back doors have a locking mechanism that keeps them in place (partially opened), or these doors can be unlocked to swing all the way around 270 degrees to be attached to the side of the van via magnets.

Instructions: To open the doors completely, pull/slide the lock in the direction of the green side of the mechanism and gently push the doors open to release the hinge. Once released, swing door open and connect it to the side of the van where it will lock into place via magnetic connection. To close, pull the door from the magnet and reconnect the doors with exposed hinge and click it into place before closing further. Once connected with the hinge, you can push the door completely closed, by closing the left door first and then the right.

Fridge/Cooler

The fridge has 38 liters of space. The fridge should be set to cool to 37 degrees Fahrenheit. This is the best temperature to keep everything cold without freezing items at the bottom of the fridge. The fridge also monitors the camper van’s battery and will shut off before damaging the battery and preventing the van from starting.

To power on the fridge, hold the power button until the LED screen illuminates and you'll see the current temperature. Press the set button to see what temp the fridge is set to and change it to your desired temperature using the plus & minus buttons. The fridge also has an extra USB port for charging devices if needed.

Beds

The large campervan model has two queen beds and the small and medium vans have a single queen bed. All beds come standard with a waterproof cover and a bottom sheet.

Kitchen & Sink

The kitchen in each van consists of a cabinet with a counter-top, sink, hand and foot pump faucet, fresh water tank, and grey water tank. The faucet works by pulling down the lever at the base of the spout which will draw water up from the fresh water tank inside the cabinet and out the spout. Or use your foot to pump water. The gray water tank is (5 gallon) and the fresh water tank (5 gallon) will need to be checked before and after every trip. We recommend having extra gray tanks so these can be soaked to reduce smells. It is also recommended to use an RV digester tablet in each gray tank before each rental to reduce smell.

Window Coverings

Each Wandervan has full surround window coverings for all of the windows. There are curtains on all windows except the rear windows in the large vans. The rear windows in large have insulating panels that attach on each window to keep the cold/heat away from your head to help get a great night’s rest. These two coverings are stored under the bottom bed mattress at the rear of the bed.

Magnetic Bug Nets

In the glove box, you’ll find magnetic bug nets; 2 smaller sized nets for the driver’s side and passenger side windows, and a larger net that can be used on either the slider door opening, or rear door opening. These are an easy way to ensure your vehicle has bug-free ventilation while you’re out playing. These keep bugs out of the van but are also a really great way to keep the van cool in the evening while you sleep. Tip: use the provided fan to circulate air at night while windows are open, with bug nets in place. To install: remove the nets from the storage pouch and open them up so you can get an idea of the general size and orientation. Match up the size and orientation of the net with the appropriate window size and attach the magnets around the edge of the windows, minimizing any openings.

Large Van - 2nd Row Sleeping Hammock

The second row kid hammock is a great option for extra sleeping space. If you’re using the kid hammock for additional sleeping space, place the strap loops over the head rests of the 2 front seats and 2nd row seats. There are 4 strap loop openings, simply orient the openings to match up with the head rests and pull tight as needed to create a comfortable hammock setup. Feel free to move the driver and passenger seats forward to create more space in the 2nd row for sleeping. Once setup, unroll and inflate the sleeping pad. This hammock is intended for children or small adults only, under 5 feet tall.

Quick Cards

We use a series of quick cards that explain to the customer the van operation. All of these quick cards are contained in the appendix.

Appendix

Exhibit A Medium Van Seat Configuration

Hello, thanks for renting with Wandervans. You have selected a 2 seater for the 2nd row, which can create some space challenges once you arrive at your destination. To create more space upon arrival, unclip this seat by pulling up the clips at the back side (bottom).

Once unclipped, push up and forward on the seat back to release the mounting clips from the bracket. Then lift and slide front toe clips out from floor bracket to completely release the seat. Once done, lift seat and rotate 90 degrees and place along the wall to create a bench. This configuration creates more interior space.

A bed in a room

Description automatically generated

Lastly, when you depart from your camp site, re-install the seat back into the floor brackets, fully clipped and locked into position for traveling. Be sure the rear clips lock and the seat does not move. Have a great trip and thanks for choosing Wandervans!

Exhibit B Kitchen Kit Standard Contents

Kitchen Kit

Saucepan	6 cups
Griddle	6 Spoons, forks, knives
Pot	Lighter
Large spoon	Dish soap
Can opener	Cleaning rag or sponge
Spatula	Cooking knife
Tongs	Cutting board
4 Bowls	Coffee maker
4 Plates	Cleaning tub

Exhibit C Keypad Instructions Pre 2019 Transit

Initial Programming for a new keypad or keypad transfer

Unlock the van with the keyfob and sit in the driver's seat then shut the door.
Place the keypad and all keys for the van in your lap.
Insert the key into the ignition.
Insert the key into the ignition and then turn the key to the run position(not start) 4 times in a row (2018 or newer is 8 times). Always going back to the off position. Do this within 6 seconds. If you are successful the van will chime.
Immediately press the unlock button on one of the remotes. The van will chime. Continue this for all of the remotes. Each time you must hear the chime.
Press the ⅞ and 9/0 buttons on the keypad simultaneously. The van will chime once.
Turn the key back to the run position and then back to off.
Remove the key and test all keys and the keypad. Use the original keypad code the first time after programming.

Programming a unique code into the keypad.

Before beginning you must know the original code for the keypad.
Enter in the original code into the keypad. Within 5 seconds press and hold the ½ button for 1 second, the 9/0 button will flash twice to confirm the keypad is in programming mode.
Within 5 seconds enter in your desired 5 digit personal code.Each digit must be entered within 5 seconds of the previous digit.
The van door with unlock-lock-unlock to confirm the new personal code.

Exhibit D Porta Potty Stick on Notice

PLEASE RETURN PORTAPOTTY CLEAN

$200 FEE FOR RETURNING DIRTY

THANK YOU!

SEE DIRECTION ON BACK OF PORTAPOTTY

PLEASE RETURN PORTAPOTTY CLEAN

$200 FEE FOR RETURNING DIRTY

THANK YOU!

SEE DIRECTION ON BACK OF PORTAPOTTY

PLEASE RETURN PORTAPOTTY CLEAN

$100 FEE FOR RETURNING DIRTY

THANK YOU!

SEE DIRECTION ON BACK OF PORTAPOTTY

PLEASE RETURN PORTAPOTTY CLEAN

$100 FEE FOR RETURNING DIRTY

THANK YOU!

SEE DIRECTION ON BACK OF PORTAPOTTY

Exhibit E ARB Fridge Quick Card

Exhibit F Dometic Fridge Quick Reference Card

Exhibit G Dirt Road Driving Guide

Exhibit H Electrical Quick Reference Card

Exhibit H Foot Pump Quick Reference Card

Exhibit J Hand Pump Kitchen

Exhibit K Webasto Heater Smart Temp 2.0

Exhibit L Webasto Heater Multicontroller

Exhibit M Social Media Contract (Influencer Contract)

DATE: 9/20/2022

This Agreement is entered into on the date set forth in the signature page hereof by and between Wandervans (“Brand”, “We”) and Keya Chen (“Influencer”, “You”).

Purpose of Agreement: Wandervans desires to collaborate with Keya Chen for the following services listed below.

Wandervans offers a 7 day trip in exchange for:

Minimum of (25) high quality photos
Minimum of (5) high quality videos
Minimum of (1) collaboration Instagram feed post or Reel.
Minimum of (7) Instagram stories or (1) story per day.
Write up of the travel itinerary.

Sharing Requirements:

All posts must be tagged and include some branding element referring to Wandervans.
The Influencer should create original content that is decent, honest, and factual.
The Brand can request the influencer to add tags, links, or titles in the description of uploaded media.

Terms: This contract will begin on 10/13/2022 and will end once the Influencer’s deliverables have been received.

Either party may terminate this agreement for any reason with a minimum of (5) days written notice by email Influencer agrees to cover all damages to van that are not previously recorded on the damage photos provided.
Failure to provide the photos/deliverables within 14 days after the trip ends will result in the influencer paying full price for the van rental ($1,548.48).
A credit card will be put on file for any incidentals.

Payment: The total payment will be sent by Venmo from Wandervans once the deliverables have been received.

Governing Law: This contract shall be governed under the laws of Nevada (USA).

Influencer Signature Wandervans Signature

x_______________________________ x_______________________________

Date: _____________ Date: _____________

Exhibit N Wandervans Checklist

Wandervans Checklist

Before Departure (completed by the Wandervans Team)

☐	Fuel Tank Level: (Wrong Fuel is $13,000) GAS DIESEL
☐	Addons: ______________________________________________________________________________
☐	Addons:______________________________________________________________________________
☐	Roadside assistance: Main Line: 1-888-861-6776 (TEXT ENABLED) Emergency: 1-866-222-5520 Vans with less than 60,000 miles: Ford Roadside Assistance US: 1-800-241-3673 Canada: 1-800-665-2006 Wandervans Representative: __________________________ Please TEXT or CALL if you have any issues or questions on your trip. We are here to help 1-888-861-6776

Customer Return Procedure (must be completed by renter upon return)

Reduce your liability please take departure and return pictures.

Please Fill Out This Form

☐

Return Mileage: Fuel Tank Level: (Always Return Full)

☐

Inside and Outside Damage (please leave description and email pictures to reservations@wandervans.com):

☐

General Operation Issues (please leave description):

☐

Remove All Personal Items: Renters are responsible for collecting all personal items prior to their return. Wandervans is not liable for lost and found items. If any items require shipping, there is an additional charge of $40.

☐

To Return: Place keys in the glove box and lock up the van. After locking up the van take a picture of all sides of the van and complete form then email form and pictures to reservations@wandervans.com. Sending pictures upon return reduces your liability for damage that might occur in between when you drop off and when we check the van back in.

Feedback Notes:

Wandervans Vision and History

Wandervans Franchisee Training Schedule

Van Cleaning & Vehicle Prep

Van Maintenance and Basic Repairs

Getting Started and Setup for Operations:

Customer Service and Wheelbase

Finding and developing a location

Office Location:

Building Insurance:

Social Media and Advertising

Pre-opening procedures and Task

Equipment and inventory requirements

Campervan Kit Failures and Spare Parts

Recommended Spare Parts List:

Kitchen

Cooler

Bed Lights

12V Battery Outlets

Operating procedures

Steps to get a van ready for rental:

Touch Free Pickup

Pre-Pickup Customer Service:

Heater Reminder

Door Code Reminder Email

Two Days Before Email

Van Insurance During Rental:

Van Insurance Outside of Rental

Self Check In

OFFICE OPERATIONS

Thoughts from Boise Operations Manager

Thoughts from Salt Lake City Operations Manager

Primary Weekly Tasks:

Rental Prep Report

How to Verify Insurance

Wandervans Procedure for Checkout and Check in of Vans

Procedure for Confirmed reservation:

Checkout Emails

SAMPLE RETURN MESSAGE:

Administrative and reporting obligations

Payroll, accounting and computer systems

Marketing and advertising guidelines

Company Vision:

Products:

Competitors:

Company Branding:

Branding Guidelines:

Photography

Typography

Advertising Guidelines:

Professionalism

Uniform Policies

Landing Page

Campervan Image and Details

Customer service

Management procedures

Campervan Kit Operations Manual

Ford Transit Van Overview

Fuel Filler

Spare Tire and Tools

Rear Doors (Barn Doors)

Fridge/Cooler

Beds

Kitchen & Sink

Window Coverings

Magnetic Bug Nets

Large Van - 2nd Row Sleeping Hammock

Quick Cards

Appendix

Exhibit A Medium Van Seat Configuration

Exhibit B Kitchen Kit Standard Contents

Exhibit C Keypad Instructions Pre 2019 Transit

Exhibit D Porta Potty Stick on Notice

Exhibit E ARB Fridge Quick Card

Exhibit F Dometic Fridge Quick Reference Card

Exhibit G Dirt Road Driving Guide

Exhibit H Foot Pump Quick Reference Card

Exhibit J Hand Pump Kitchen

Exhibit K Webasto Heater Smart Temp 2.0

Exhibit L Webasto Heater Multicontroller

Exhibit M Social Media Contract (Influencer Contract)