7 Days a Week Van Rental
01234 339008

Frequently Asked Questions

WHAT DO I NEED TO HIRE A VEHICLE?

You need to provide:

  • Your Driving Licence.
  • Your National Insurance Number.
  • Two proof of address no more than three months old, see list below.
  • A photograph ID if your licence does not have a photo. This also applies to any additional drivers.
  • If moving we also require your new address.

WHAT PROOF OF ADDRESS ARE ACCEPTED?

  • Primary proof of address.
  • Council tax, electricity, water, gas, broadband, landline telephone, TV Licence, bank statement, credit card statement, mortgage statement, polling card, HMRC self-assessment or tax credit.
  • Secondary proof of address.
  • Student loan, shotgun licence, payslip, mobile phone bill, pension letters, car finance statement, loan statement, property deeds.
  • Any other documents will be declined.

WHAT ARE THE AGE LIMITS TO HIRE A VEHICLE?

  • Drivers must be 21 to 70 years old.

DRIVERS AGED 21 to 24 plus

  • Drivers must have a full UK or EU licence type and at least two years driving experience.
  • Standard insurance excess applies.
  • Subject to convictions, claims and insurance records. See FAQ or call us for more info.
  • An additional £25 charge applies.
  • Not insured for the carriage of goods or passengers for hire and reward.

DRIVERS AGED 25 to 75

  • Drivers must have a full UK or EU licence type and at least two years driving experience.
  • Standard insurance excess applies.
  • Subject to convictions, claims and insurance records. See FAQ or call us for more info.
  • Can be insured for the carriage of goods for hire and reward on request.

DO YOU ACCEPT ADDITIONAL DRIVERS?

  • You can add as many drivers as you like. An additional £25 charge per driver applies.

CAN I LEAVE MY CAR AT YOUR PREMISES?

  • Yes you can. Although it is a secured place you are still doing so at your own risk as we cannot accept any liability.

WHAT VEHICLES CAN I DRIVE WITH MY LICENCE?

  • All our vehicles can be driven on a car licence Category B.

I DO NOT HOLD A UK LICENCE, CAN I STILL HIRE A VEHICLE?

  • We accept EU driving licences for UK residents who can provide 2 proof of address and passport.
  • For any other cases please call us and we will ask our insurance provider.

DO YOU HAVE MILEAGE RESTRICTIONS?

  • You can do up to 250 miles on a day rental or up to 1000 miles for the week before excess mileage is charged.
  • Excess mileage is charged at 12p per mile for vans up to XLWB and 18p per mile for Luton and LoLoader.

I HAVE PENALTY POINTS, CAN I STILL HIRE A VEHICLE?

  • Minor endorsements with no more than 6 points are accepted.
  • For 9 points an extra £500 excess will apply.
  • For (MS90, IN10, CU80 and CD offences) and other endorsements the decision is at the discretion of our insurance provider.
  • You cannot hire from us if you have obtained a BA, DD or UT conviction

I HAD AN ACCIDENT IN THE LAST THREE YEARS, CAN I STILL HIRE A VEHICLE?

  • Yes if you have no more than one fault outstanding incident or claim in the last three years.
  • For any other cases please call us and we will ask our insurance provider.

DO YOU HIRE VEHICLES BY THE HOUR?

  • We offer a "Up to 4 hour deal" on Monday to Friday. The vehicle must be back within four hours of leaving our premises. Failing this a full day charge applies.
  • The four hours must be done in the morning or in the afternoon, not through the middle of the day.

DO YOU HIRE VEHICLES ON A LONG TERM BASIS?

  • Yes, we provide Flexi Hire weekly or monthly agreements.
  • Conditions and restrictions apply depending on mileage and usage required.

WHAT IS YOUR VEHICLE COLLECTION AND RETURN POLICY?

  • Vehicles can only be collected and returned during office hours.
  • Vehicles must be returned acceptably clean. Failing this a charge may apply.

WHAT IS YOUR FUEL POLICY?

  • Vehicles are supplied with a full tank of fuel and expected back the same. This is much easier for our customers to manage.
  • If the vehicle has not been refuelled when returned, we will charge £10 plus the fuel price to top it up.

WHAT PAYMENT METHODS TO YOU ACCEPT?

  • We prefer card payments. Please note we do not take AMEX. We also accept bank transfers.

HOW MUCH IS YOUR ACCIDENTAL DAMAGE EXCESS?

  • Our insurance excess is £1,000.

CAN THE INSURANCE EXCESS BE REDUCED?

  • Our insurance would not reduce the excess but you can provide your own excess cover.

WHEN IS THE DEPOSIT REFUNDED?

  • Straight away on return of the vehicle but it might take a few days for the bank to put it back on your account.
  • Any additional charges incurred will be deducted first, for example late return, not full of fuel, damage, excess mileage etc.

WHAT IS YOUR BREAKDOWN POLICY?

  • Breakdown recovery information and telephone number are printed on the rental agreement.
  • Please note that damage to glass, wheels and tyres including punctures is the hirer’s responsibility.

THE WHEEL HAS A PUNCTURE, WHAT SHOULD I DO?

  • It could be dangerous to replace a wheel. If you are not comfortable with the process involved please do call us.
  • Note that punctures and wheel damage are the hirer’s responsibility.

I HAVE PUT THE WRONG FUEL IN THE VEHICLE, WHAT SHOULD I DO?

  • Stop immediately, make sure the engine is turned off, then call us straight away.
  • You are liable to cover all costs involved including extra rental if the vehicle is immobilised beyond the expected return date and time.

I HAVE JUST BEEN INVOLVED IN AN ACCIDENT, WHAT SHOULD I DO?

  • As long as you can, take as many photos as possible, vehicles involved showing their number plates, damage, location, road signals and surroundings.
  • Then please call us for assistance. Note accidents and incidents must be reported straight away.

IS DELIVERY AND/OR COLLECTION AVAILABLE?

  • This service is only available for regular customers. This may involve additional cost.
  • All other customers must report to our office to organise paperwork and payments.

WHAT IS YOUR PENALTY NOTICE POLICY? speeding, parking etc

  • It is your responsibility to pay for your tickets and penalties. We provide the requested information to the authorities then they will contact you directly.
  • We will charge an administration fee to produce a re-presentation.

CAN YOUR VEHICLES GO INO CITIES LOW EMISSION ZONES?

  • Yes our vehicles are ULEZ compliant.

IS THE CONGESTION CHARGE INCLUDED IN THE RENTAL?

  • No, it is the hirer’s responsibility to pay the congestion charge.
  • If you fail to do so and we receive a penalty notice, we will charge an administration fee to produce a re-presentation.

ARE BRIDGE, TOLL AND OTHER CHARGES INCLUDED IN THE RENTAL?

  • No, it is the hirer's responsibility to pay for charges incurred on their journey.
  • If you fail to do so and we receive a penalty notice, we will charge an administration fee to produce a re-presentation.

CAN THE HIRE VEHICLE BE TAKEN OUTSIDE THE UK?

  • Yes in most cases but not always. It's best to contact us in advance. We need to inform our insurance to provide necessary cover. This service involves additional cost.

WHAT IS YOUR CANCELLATION POLICY?

  • We understand situations can change. We ask you to tell us as soon as possible. There is no cancellation fee. We just ask for respect and consideration.

WHAT ARE YOUR COMPLAINTS PROCEDURES?

  • All complaints must be made in writing and sent to the address on the rental agreement. We will endeavour to reply as quickly as possible.