Frequently Asked Questions

Frequently Asked Questions

We know that when you order anything online, whether it’s a computer part or a car to hire, there’s often a question that has been overlooked. To help with any concerns or questions you may have, we have created a detailed list of some of our most frequently asked questions about our car hire and commercial vehicle rental services.

If you can’t find the answer to your question below, please contact our experienced customer service team on our free phone number:  0808 1683 999

To read our Terms and Conditions please click here.


Is insurance included in the rental cost?

Yes. Insurance is always factored in to the price you see. Comprehensive insurance is included as standard, insuring both the vehicle and everyone travelling in the rental vehicle.

It should be noted that our insurance does not cover goods in transit


Do we charge for mileage?

No. We do not charge for the mileage driven during rental. We provide an unlimited mileage rental service and our vehicles can be used as much as you require during your agreed hire period.


Do you supply to my requested location?

Yes. We service the whole of the UK mainland with delivery and collection of our hire cars and commercial vehicles. It should be noted that this excludes any islands off of the UK mainland.


Can our vehicles be used to travel into Europe?

Yes, we permit our vehicles to travel into all listed EU countries. Please note a charge will apply for travel to Northern and Southern Ireland.


Do we supply one way vehicle rentals?

Yes. We can offer one-way vehicle rentals to any UK mainland location. We cannot offer this service to any of the Islands off the UK mainland or within Europe.


Do we offer zero insurance excess on your hire vehicles?

No, we cannot offer zero excess but taking out Collision Damage Waiver Insurance to reduce the excess liability can reduce your insurance excess. Please see our terms and conditions for the CDW rates of the vehicle that you wish to hire.


What are the criteria required to be permitted to drive 15/17 seat hire minibus?

You must be minimum 25 years of age and you must have a class D1 on your driving licence.


How do I reserve my required vehicle rental?

All reservations must be booked through our secure website. You can contact us on our free phone number during office hours (Mon-Fri 08.00 to 20.00, Sat 08.00 – 12.00) should you have any questions that relate to your required rental vehicle.


How do I know that my requested booking is available?

When you place your vehicle rental reservation, you will receive an emailed booking acknowledgement and then a further email will be sent to confirm your reservation.


Do I need an Operator’s License to drive a truck?

All truck rentals for business use MUST have a valid operator’s licence. For personal use there is no need for an operator’s license.


How much deposit do I have to leave?

We charge a £250 deposit to cover incidentals such as parking tickets, speeding fines, fuel and damage costs. The deposit will be refunded after the vehicle hire is complete.


Do hire vehicles need to be refuelled before collection/return?

Yes. We encourage our customers to re-fuel our rental vehicles to cover the fuel used before collection or return. If required, we can charge for the fuel used instead or deduct the amount from your deposit.


Do you accept credit cards for rental bookings?

Yes. If you are a business customer we can accept several methods of payment, including BACS transfer, corporate purchasing card and credit card. Some methods of payment may be subject to a credit check.


When I am ready to book a rental vehicle, what details will I need to provide?

We accept telephone, email and fax bookings. The best option is always to give us a call. When making a booking, please have the following information to hand:

  • Details of the vehicle you would like to hire. Our team can help you if you are unsure
  • Driver name and contact telephone number, address or business address and details of any additional drivers
  • Length of time the vehicle is required, including the required collection or delivery date and time
  • Full delivery and collection details, including postcode


What are the driving licence requirements for renting a vehicle with you?

Every driver must present a valid driving licence that they have held for at least one year (often two years). Expired or provisional licences will not be accepted.

We may also need to check whether you have any endorsements or penalty points on your licence. This will not necessarily affect your ability to rent a car or commercial vehicle with us.


Where can I find the vehicle collection address?

Some branches do have secure parking facilities. Once you have received your booking voucher, you will have direct contact details of the rental branch. We recommend you contact them before travelling to confirm parking facilities.


How old are your hire vehicles?

Our fleet of quality vehicles is updated continually; your hire vehicle will almost always be nearly new, often less than a year old. We aim to provide a reliable, regularly updated fleet to best meet the needs of our many customers.


Can I book two or more hire vehicles at the same time?

You can book one vehicle per individual reservation. If you need a group of vehicles, this can be arranged by a series of individual bookings, subject to availability. You will of course need to have sufficient named drivers to cover all the vehicles.

Can I change my booking or add extra equipment?

We are committed to providing excellent customer service and to fit around the needs of our customers. To upgrade a vehicle or add extra equipment, such as a child seat or satnav, simply speak to one of our team by phone prior to delivery. We can add any changes to your bill. We do not offer refunds if you choose to downgrade your booking, however, so please make sure that your original booking is as accurate as possible.


Can I change the hire period after the vehicle has been delivered?

Yes, simply speak to one of our representatives who will assist you with the extension of your hire period, subject to an additional charge. We offer a flexible service and are always willing to meet the needs of our customers. If your rental happens to be close to the end of its rental cycle and the end date coincides with your extended booking, we will either extend the vehicle’s lifecycle or provide a replacement vehicle for you at no extra cost other than the additional hire period.


I’m not happy with the vehicle I've hired. Can I change it?

If you are not satisfied with any aspect of your hire, then we are happy to discuss options. Please contact one of our representatives.


I have points on my licence - can I still rent a vehicle?

If you have endorsements on your licence, we will need to check the details. Most motoring offences will not affect your vehicle hire, but any convictions for serious motoring offences such as theft, driving without insurance or driving under the influence of drink or drugs almost certainly will restrict or prohibit any rental agreement. Please speak with one of our team before making a reservation.


Can you provide a quote for a fixed period of time?

Our prices are updated continually to provide the most competitive prices. We are unable to fix a price for you to take up at a later date, but will always offer you the best price at time of reservation.


Can pets travel in the hire car?

Yes of course. Please be aware that if the vehicle is returned with an unacceptable level of dirt or requires a professional clean, then there will be an additional charge.


I am attending a festival - can I use the hire vehicle?

Yes, there are no restrictions on this. However, please be aware that any damage incurred or any costs that might arise, for example if you need to be towed out of a field, you must arrange and pay for this directly yourself.


What are your excess charges?

All our vehicles come with a certain excess charge. This will be used if you have an accident, or return the vehicle with damage above and beyond acceptable wear and tear. The excess amount will be discussed with you at time of booking, and you can take out additional cover to reduce the excess charge. Every vehicle comes with a Collision Damage Waiver to cover accidents and damage, but this basic level of cover can be upgraded for an additional charge.


I don't agree with the bill you have supplied. What do I do?

On occasion, customers may query a charge they have received on their bill, for example for accidental damage, fuel replacement or cleaning costs. If you are unhappy, please contact our customer services team who will explain why the costs have been incurred.


At what point, will I pay an extra day's rental charge?

We understand that delays may occur during your return journey, but give you a short extra time to get the vehicle back to us. However, if you are more than 30 minutes late in returning, you will be charged an additional day’s premium. If you are delayed, please call the branch to which you are returning the vehicle to discuss your options.


I'm travelling to London; please advise re the Congestion Charge?

Central London has a Congestion Charge that applies to certain areas, from 7am Monday morning until 6pm Friday. If you pass through a charging zone, you will be charged each time. Speak to one of our advisers about how to pay this charge and exactly where the zones are situated – usually you will be responsible for paying this directly. Travel through the zones is free at the weekend and on UK holiday dates.

I am travelling to a country with toll roads - what do I do?

You will be responsible for paying the toll directly. If you accidentally pass through a toll point without paying the charge, it is likely that we will be billed at a later date, and we will add this cost onto your bill, along with an administration fee.


My hire vehicle won't start - what should I do?

We will provide you with an emergency breakdown telephone number. Just call this and we will ensure that the vehicle is repaired or replaced in most circumstances. Please be aware that the cover provided may come with exceptions, so make sure you are aware of the terms and conditions that are given in your rental agreement.


What do I do if I have broken down or need roadside assistance?

We provide a fixed level of cover with every vehicle rental that will cover most emergency situations and breakdowns. We also offer an upgrade to a comprehensive level of cover for an additional charge. If you do have a breakdown or require help, contact our 24 hour emergency service using the number provided in your agreement and we will get you on your way as soon as possible.


A service light is showing - what do I do?

All our vehicles are regularly serviced and maintained, and so a service light would be a rarity. However, in the event that this does happen, please call our support line immediately and we will send someone to deal with the problem as soon as possible. The vehicle will either be repaired or replaced quickly so you can continue with your rental period.


I have noticed that the hire vehicle has worn tyres, do I need to change them?

When you hire your vehicle, it will have been thoroughly checked and so it’s very unlikely that this will occur. However, if you have a long-term rental, you may incur the usual wear and tear. If your tyres do need to be replaced, we will arrange this for you at no extra charge.


Do I get a refund if I bring the vehicle back early?

Your rental is charged in 24 hour periods, so it doesn’t make any difference if you hire the vehicle for 1 hour or the full 24, it’s the same cost. We do not offer any refunds for early returns. If you have hired special equipment such as a car seat or a satnav, this is also charged at a daily rate.


Do you charge for cleaning costs?

In most circumstances, you will not be charged for cleaning. We accept that normal levels of dirt or wear and tear are to be expected. However, if you return the vehicle in an unacceptable state, or we need to hire a specialist to remove pet hair or other dirt, then you will incur a charge so we can have the vehicle professionally valeted.


The Vehicle hire has some damage - what will this cost me?

Before you drive away with any vehicle, it will be inspected both by yourself and one of our team, and you will be provided with paperwork showing any existing scratches, marks or dents. You must sign this document to show that you agree with our assessment. Our company prides itself on honesty and you will never be charged for any damage that was already done before you hired the vehicle.


Can I take the vehicle abroad?

We offer unlimited driving throughout the EU, and also provide European cover on our vehicles. This must be selected in the optional extras at the time of booking as it does incur an additional charge. However, you may not take the vehicle outside mainland Europe. If you wish to travel to a destination outside the EU, please speak to one of our reservations teams before you travel. Please note that all vehicles MUST be returned back to the UK, so it is not permitted to make a one-way trip into Europe.


Do I need an International Driving Permit?

For travel within the UK or the EU, you will not need an International Driving Permit. If you are planning to travel onto the continent, our team will be happy to provide you with advice. Please make sure that you have read and understand local driving laws before driving in another country.


What type of fuel does my hire vehicle use?

All our vehicles use unleaded petrol or diesel, and we will confirm the fuel type before you drive away. If you are unsure, please just call our customer services team who will confirm the correct fuel to use for your rental car.


What do I do if my hire vehicle is stolen?
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Please contact us immediately. The amount will depend on the type of vehicle you have hired, and its value. Please be aware that any negligence on your part, such as leaving keys in the vehicle, will invalidate your cover and result in a much larger excess charge.


If any personal possessions are stolen from the vehicle, am I covered?

No sorry we do not cover for goods in transit. It would be advised that if you are travelling overseas you take out adequate travel insurance or if the hire is in the UK personal belongings may be covered on your home contents insurance.


Can I use my own child seats?

Yes. We are more than happy for you to use your own child seats. However please note that not all our vehicles have ISOFIX points, so if you are intending to use child seats, please speak to our team to ensure that the car you hire includes these fixing points.


Do your child seats meet the required UK standards?

Yes, all our child seats meet the highest safety standards.


I need to fit multiple child seats - what size vehicle do I need?

A child seat occupies approximately the same space as a full adult seat, so if you need to use multiple seats, speak to our customer team, who will advise you of the right size vehicle to meet your requirements.


Can your staff fit my child seats for me?

No, all child seats must be fitted by you, though of course we can provide advice, and show you the correct fixing points. We are not responsible for any seats that are not fitted correctly.


I think I left something in the hire car - how do I contact you to get it back?

Please contact us immediately. If we discover something in the vehicle after it is returned, we will try to reunite it with its owner in a timely fashion. Please speak to our customer service team if you believe that anything has been left.


I received a parking ticket or traffic violation while using the hire vehicle. What happens next?

We would usually expect you to deal with the charges directly. However, if we receive a penalty notice or fine after the vehicle has been returned, this will be passed onto you, with an appropriate administration fee to cover our costs.


Can I rent a Satnav unit with my vehicle?

You can indeed, we offer a rental Satnav as an optional extra with all rentals.


What payment methods can you accept?

We can only accept debit and credit card payments. Or business rentals may opt to pay via invoice for direct banking transfer with 24hrs of the reservation.


What happens if I return a vehicle late?

We aim to give a grace period of half an hour after the return time, to allow for traffic and other things out of your control, though this cannot always be offered when vehicles are in high demand. After this half hour period, you may be subject to an extra day’s billing.


Can I contact you regarding a past rental?

Of course; simply give us a call, or email with ‘past rental’ in the header so it goes to the right team as quickly as possible.


Can I take my rental vehicle onto a ferry?

This is usually fine, but please double check with your branch or with us when making your booking.


Do I prepay before renting my vehicle?

You can do this, using a debit or credit card and our website, or by calling us.


Can I arrange a corporate or business discount?

Business customers looking to make repeat bookings are invited to speak to us; a special rate may be possible depending on your circumstances and needs.


Do you offer long term vehicle rentals?

Long term rentals can be arranged on a per-case basis, please contact us to arrange your rental and we’ll see what we can do.


When will I get my deposit back?

Your deposit will be refunded in full, provided there’s no damage or misuse of the vehicle, within 3 working days of returning the vehicle. We aim to return deposits as quickly as possible, but this time can vary between banks. Deposits are only charged if the vehicle is in London or Leeds or if you are leaving the country.


Can you deliver to train stations?

This depends on the station. Some stations have poor parking options and a nearby landmark needs to be used instead, but we aim to serve the major stations in the UK. Give us a call and we’ll let you know if we can deliver to your location!


Can I return my vehicle in France?

We typically only allow one-way rentals within the UK, but all our vehicles are permitted to travel to EU countries so give us a call and we’ll see what we can arrange for you.


Can I drive a van if I'm only 24?

So long as you have a license for driving the type of vehicle you need, you can rent and drive it from us. However, we may sometimes add a young driver surcharge for drivers under 25.


Is fuel included in the hire?

Your vehicle will be provided with fuel, but you are expected to replace what you use and may be charged if you do not.


Can I hire a driver as well?

Unfortunately, our vehicles are only offered as self-drive options without a hired driver.


What should I do if my vehicle is involved in an accident with one of your vehicles?

Please email us with the full details of the incident, your contact details and if possible the registration number of our vehicle. We will do our best to ensure that the process is smoothed along.


How can I get in touch with your company?

You will find a ‘Contact Us’ button at the top right of the home page will all our contact details. You can also access Live Help here, which is a chat-based system for getting quick answers from our trained advisors.


Do I need to clean the hire vehicle before returning it?

This is not strictly necessary, though in the case of significant soiling that would cost us to clean, we politely ask you to clean this yourself as you may receive a charge for our cleaning costs.


What kinds of driving license can you accept?

We can accept the majority of full, clean EU driving licenses. Non-EU licenses may be accepted with some additional identification to help us validate them; please contact us for more details.


What if my flight is delayed or cancelled?

In these cases, where a last-minute change of plans is out of your hands, we will do our best to assist you. Please contact us with the details.


Do I need to pay for vehicle delivery or collection?

No- we believe in convenience and do not charge you for having your rental vehicle delivered to the location of your choice. We will also collect your vehicle at no further cost.


Can I use my company’s existing insurance with your rental vehicles?

Absolutely. In fact, if you’re already covered by a company insurance policy, we offer a 10% discount on the rental!


Do you offer services to disabled customers?

We are sometimes able to accommodate disabled customers and always endeavour to do so, such as with adapted vehicles. This is usually assessed case by case so please contact us and tell us your needs.


Do you charge for vehicle upgrades?

Yes, we do need to charge you if you choose to upgrade your vehicle to one other than the vehicle you have reserved.


How much do you charge to add additional drivers to a rental?

Currently we charge £20 to add an additional driver aged 23-24, or £10 for additional drivers aged 25 and older. Please note that these are subject to change and will be listed on the vehicle hire page.


What happens if a rented Satnav unit is stolen or damaged?

You are responsible for all rented items and will be liable for replacement of the unit.


What if I made a duplicate booking by mistake?

Don’t worry, just contact us and we’ll check the bookings and remove the incorrect one.


Why is my final bill different to my quoted price?

This usually happens if you have opted for extras after the quote, such as a rented Satnav, or there were charges for refuelling your vehicle. Please contact us if you have any concerns.


How will I know when my booking is confirmed?

You will receive an email from us detailing your booking.


Do you ever offer special deals and discounts?

We certainly do! The best way to be notified of our latest discounts is to make an account with us and watch your email inbox for our updates and offers. Or contact our team for the latest deals.


Can I book and pay for a vehicle for someone else to use?

YES, you can. We do need both details of cardholder and driver and proof of address.


What do I do if I lose the keys?

Please contact us immediately. Keys are not covered by our insurance and you may be charged for replacing the keys, as well as any additional rental time you use while waiting for replacements.


What is the Rental Agreement?

This is simply the formal contract between you (the hirer of the vehicle) and us (the providers of the vehicle) which details all the terms of the arrangement and the condition of the vehicle.


Do I need to show any particular documentation to the delivery driver?

Yes- you will need to present your driver’s licence and the credit or debit card used to make the booking. If you don’t have a photo license, you will also be asked for your passport. A bank statement or utility bill will also be asked for to help us verify your identity.


Am I still liable for the vehicle after dropping it off to be collected?

Yes, you remain liable for the vehicle while it waits to be collected, for up to 12 hours.


Do additional drivers need to be present at the time of collection?

Yes, please have all people listed as drivers present to verify their identity.


Who is responsible for general road conduct and following the rules of the road?

You are responsible for knowing and obeying the highway code, the local laws regarding drink driving and any other rules of the road such as the legal places to park, even when driving in a foreign country.


Do I need to perform maintenance on the vehicle?

Though our vehicles are checked before being delivered, you’re responsible for making the standard checks such as oil level, tire pressure etc. during the time of your rental.


What size of vehicle can I drive?

This varies depending on when your license was issued; for most standard UK driving licences you will be able to drive Category B vehicles which are up to 3.5 tonnes and have a maximum of 9 seats. Please check the back of your licence to see what kinds of vehicles you’re allowed to drive.


What is a CDW?

This is a Collision Damage Waiver which helps to protect you in the case of accidents, reducing your deposit/excess when you make an insurance claim. If you need to know more, please contact us.
In this unlikely event, please contact us, as our vehicles all have breakdown coverage across the UK.