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FAQs
We’re always available on the end of a phone if you need any help or advice, but you might be able to find the information you need now in our list of Frequently Asked Questions below.
How can we help you?
Before You Book
FAQs to help during the booking process
What’s Included
Do I need to pay the Congestion Charge or Dartford Crossing charge when hiring from you?
These charges are not included in the cost of your rental price, so if you enter the Congestion Charge zone or use the Dartford Crossing, you will have to pay any charges incurred. You will also be charged an administration fee in the event of any traffic offences or fines. Please note that none of the vehicles available to hire with us will be liable for a ULEZ (Ultra Low Emission Zone) charge, as they all meet the required criteria for low emissions.
What is included in the rental price?
Your inclusive rental price has no hidden costs and includes pick up and drop off, insurance, unlimited mileage, breakdown cover and a 24-hour emergency line as standard.
Do I need insurance to book a vehicle?
Our prices are inclusive of insurance, so you do not need your own insurance when you hire one of our vehicles.
Do you offer unlimited mileage? / What is the mileage policy?
Mileage is included in our standard daily rental. There are exclusions: rentals that exceed 21 days and also rentals where the vehicle is being taken out of the UK.
Is a deposit required when you book a vehicle?
Our deposits vary dependent on the category of vehicle. £250 for a standard vehicle to £1250 for our prestige vehicles.
Do you offer a free pick up and drop off service?
Yes, we do offer a free pick up and drop off service to and from our office.
Do I need to pay the Congestion Charge or Dartford Crossing charge when hiring from you?
These charges are not included in the cost of your rental price, so if you enter the Congestion Charge zone or use the Dartford Crossing, you will have to pay any charges incurred. You will also be charged an administration fee in the event of any traffic offences or fines. Please note that none of the vehicles available to hire with us will be liable for a ULEZ (Ultra Low Emission Zone) charge, as they all meet the required criteria for low emissions.
What is included in the rental price?
Your inclusive rental price has no hidden costs and includes pick up and drop off, insurance, unlimited mileage, breakdown cover and a 24-hour emergency line as standard.
Do I need insurance to book a vehicle?
Our prices are inclusive of insurance, so you do not need your own insurance when you hire one of our vehicles.
Do you offer unlimited mileage? / What is the mileage policy?
Mileage is included in our standard daily rental. There are exclusions: rentals that exceed 21 days and also rentals where the vehicle is being taken out of the UK.
Is a deposit required when you book a vehicle?
Our deposits vary dependent on the category of vehicle. £250 for a standard vehicle to £1250 for our prestige vehicles.
Do you offer a free pick up and drop off service?
Yes, we do offer a free pick up and drop off service to and from our office.
Booking Options
I have a discount code – where can I add this?
If you have a valid discount code, you can enter it during the online booking process.
Do you offer one way rentals?
We do! We have six locations spread across the London area – Gatwick, Heathrow, Luton, Stansted, Southend and City Airport – and you can pick up at one and drop off at another for your convenience.
Do you offer long term hire? What is the maximum term I can hire for?
Yes, car rentals of more than 21 days are possible.
Can I add additional drivers?
Additional drivers can be added to the rental agreement, subject to them conforming to our standard terms and conditions. Additional driver charges may apply.
I have a discount code – where can I add this?
If you have a valid discount code, you can enter it during the online booking process.
Do you offer one way rentals?
We do! We have six locations spread across the London area – Gatwick, Heathrow, Luton, Stansted, Southend and City Airport – and you can pick up at one and drop off at another for your convenience.
Do you offer long term hire? What is the maximum term I can hire for?
Yes, car rentals of more than 21 days are possible.
Can I add additional drivers?
Additional drivers can be added to the rental agreement, subject to them conforming to our standard terms and conditions. Additional driver charges may apply.
Booking Policies
Am I allowed to transport my pet in one of your vehicles?
We operate a strict ‘no pets’ policy so that all our vehicles are clean and hygienic for all subsequent users. Smoking is also not allowed in any of our vehicles. Failure to adhere to these rules will result in a valet charge.
Can I hire a vehicle to travel abroad?
Hiring one of our vehicles in order to travel abroad is an option, and can be discussed prior to making a booking. If you are planning on driving your car rental overseas, please get in touch with us before booking your vehicle online.
What driving licence do I need to be able to hire a vehicle?
UK residents need a full UK driving licence that has been held for at least one year. If you are visiting from abroad and have been in the UK less than a year, a valid international licence is acceptable.
What is a collision damage waiver?
A collision damage waiver (CDW) is provided in case you have a collision or your car suffers damage during the rental period. Essentially it means that we waive the right to charge you for damage to your rental vehicle. All our rentals include CDW as standard.
Can I hire a vehicle if I have points on my licence?
We will generally accept your booking as long as you have no more than six points on your licence. However, we do reserve the right to refuse if your endorsements are for a more serious offence.
Is smoking allowed?
It is prohibited to smoke in any of our vehicles. If vehicles are returned with evidence of being smoked in, there will be a minimum fumigation fee of £75 + VAT.
What is your fuel policy? Is there an additional fuel charge?
If vehicles are not returned with the same amount of fuel, a refuel service charge will apply. This is charged at £1.52 per litre.
What are the age requirements to hire a vehicle?
Minimum age for hire is 23. This will alter dependent on specific vehicle category.
What are the requirements for car and van rental?
We will require a full and valid driving license. The hirer must be over the age of 23. Minimum age will differ dependent on the type of vehicle required. The hirer must have held a full license for a minimum of one year, and longer for certain vehicle categories.
If the hirer has a UK license, then the DVLA Check code will be required at the point of hire. Certain endorsements are not acceptable – these can be checked by contacting our office directly.
Overseas hirers will require a full license issued from their permanent home country. A passport and additional ID will be required as well. A minimum deposit of £250 is required at the start of hire. The deposit can vary depending on the vehicle category. Full requirements of hire are listed in our terms and conditions on our website.
What payment options do you accept?
We accept all major credit and debit cards.
Am I allowed to transport my pet in one of your vehicles?
We operate a strict ‘no pets’ policy so that all our vehicles are clean and hygienic for all subsequent users. Smoking is also not allowed in any of our vehicles. Failure to adhere to these rules will result in a valet charge.
Can I hire a vehicle to travel abroad?
Hiring one of our vehicles in order to travel abroad is an option, and can be discussed prior to making a booking. If you are planning on driving your car rental overseas, please get in touch with us before booking your vehicle online.
What driving licence do I need to be able to hire a vehicle?
UK residents need a full UK driving licence that has been held for at least one year. If you are visiting from abroad and have been in the UK less than a year, a valid international licence is acceptable.
What is a collision damage waiver?
A collision damage waiver (CDW) is provided in case you have a collision or your car suffers damage during the rental period. Essentially it means that we waive the right to charge you for damage to your rental vehicle. All our rentals include CDW as standard.
Can I hire a vehicle if I have points on my licence?
We will generally accept your booking as long as you have no more than six points on your licence. However, we do reserve the right to refuse if your endorsements are for a more serious offence.
Is smoking allowed?
It is prohibited to smoke in any of our vehicles. If vehicles are returned with evidence of being smoked in, there will be a minimum fumigation fee of £75 + VAT.
What is your fuel policy? Is there an additional fuel charge?
If vehicles are not returned with the same amount of fuel, a refuel service charge will apply. This is charged at £1.52 per litre.
What are the age requirements to hire a vehicle?
Minimum age for hire is 23. This will alter dependent on specific vehicle category.
What are the requirements for car and van rental?
We will require a full and valid driving license. The hirer must be over the age of 23. Minimum age will differ dependent on the type of vehicle required. The hirer must have held a full license for a minimum of one year, and longer for certain vehicle categories.
If the hirer has a UK license, then the DVLA Check code will be required at the point of hire. Certain endorsements are not acceptable – these can be checked by contacting our office directly.
Overseas hirers will require a full license issued from their permanent home country. A passport and additional ID will be required as well. A minimum deposit of £250 is required at the start of hire. The deposit can vary depending on the vehicle category. Full requirements of hire are listed in our terms and conditions on our website.
What payment options do you accept?
We accept all major credit and debit cards.
Our Vehicles
Am I able to bring my own child seat to use in your vehicles?
You can bring your own child seat, but it is your responsibility to ensure that it is fitted safely and securely before driving away. Find out more about child car seat regulations in the UK by reading our detailed blog on the subject.
Do you provide child seats?
Our child seats span infant to toddler and are charged at £5 per day. Find out more about child seat laws in the UK on our blog.
Am I able to bring my own child seat to use in your vehicles?
You can bring your own child seat, but it is your responsibility to ensure that it is fitted safely and securely before driving away. Find out more about child car seat regulations in the UK by reading our detailed blog on the subject.
Do you provide child seats?
Our child seats span infant to toddler and are charged at £5 per day. Find out more about child seat laws in the UK on our blog.
Managing Your Booking
Here to help once you’ve made your booking
Am I able to upgrade my vehicle after booking?
Yes, you can upgrade or amend your vehicle after making your initial booking. That can include selecting a different vehicle, changing the hire period, adding an additional driver and more. Just contact our office to arrange this and we’ll update your reservation with your new details.
What do I need to bring with me when I collect the vehicle?
If you are a UK resident, you need to bring your driving licence, your national insurance (NI) number and a second proof of address, such as a bank statement, council tax bill or utility bill. Non-UK residents need to bring their international driving licence and their passport.
How do I make changes to my reservation?
If you need to change any of the details in your reservation, just give our office a call or send us an email and we’ll be more than happy to make the changes required.
Can I cancel my vehicle booking?
Yes, you can cancel your booking. If a cancellation is made with less than 72 hours before the start of hire, then the rental cost is not refunded. In relation to high demand categories such as prestige cars and minibuses, no refunds are provided irrespective of when the cancellation is made.
During the Hire Period
24 hour customer care during your hire contract
Will the vehicle be inspected before and after the hire period?
Yes. When you arrive to collect, we will have already inspected the vehicle and taken photos of its existing condition, which we will share with you at that time. We would strongly advise you to carry out your own inspection at this time and advise us of any concerns before driving away. Another inspection will be carried out when the vehicle is returned – we would prefer you to be present for this. However, if you are dropping off the vehicle out of hours, we will carry out the inspection the following working day and share the report and photos with you once it has been completed.
Where can I find information on how to operate my vehicle during the hire period?
Before you drive away with your rental vehicle, we will give you a full run through of everything you need to know to operate it safely and how to make the most of all its features. If you require further assistance or advice during the period of your hire, you can always get in touch with us on the phone.
I have sustained damage to the vehicle, what should I do?
If you have a mechanical issue that means you are unable to drive your vehicle, contact the breakdown service. You can then get in touch with us and we will advise what you should do next. For minor damage, if it has been sustained in an incident involving another vehicle, inform the police via the incident number provided, then contact us directly for further advice.
If I have an emergency during the hire period, what should I do?
When you collect your vehicle, we will provide you with our full contact information, along with breakdown and incident report numbers.
What is the process when I pick up the vehicle?
When you make your booking, select the date, time and location at which you’d like to collect your vehicle. If you’re collecting after flying into one of the airports we serve (Gatwick, Heathrow, Luton, Stansted, Southend and City), we can be there at your terminal to meet you and take you straight to your vehicle. Read more about our car hire process by clicking here.
What if my flight is delayed and I am unable to get to you on time for my booking?
We track flights so that we will know if yours has been delayed and when you are expected to land. If you are delayed in the airport, we can wait free for up to one hour, after which a charge will be imposed.
I want to return the vehicle early. Is that possible?
Vehicles can be returned early. Refunds are possible subject to vehicle category and notice period.
Is it possible to return the vehicle out of hours?
Yes, we have a drop-box facility allowing vehicles to be returned securely when we are closed. However, our preference is for the vehicle to be returned during working hours, so that its condition can be inspected with you present. If you do drop it off out of hours, you agree to the inspection taking place without you present and you will be sent the report and photos when it has been completed.
Still have a question? Get in touch with us today on 08081 787 286
Over 40 years experience
All-inclusive rates
No vehicle over 2 years old
Cancellation & flexible contracts
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