FAQs - Help & Support

Please note that as we are working with many different car rental companies, our terms and conditions are specific to each car hire destination. obtain an online quotation and click on the 'Product Info' link next to your chosen vehicle for the terms and conditions of your rental. You can also get the information about insurance, age requirements, one way rentals, etc. from this section.

Please click on the 'Contacts' link above to contact our customer service section if you can't find the information you are looking for below or in our web site. One of our consultants will be happy to help you with your enquiry.

Questions and Answers

I can't open my voucher If you cannot open your voucher, please contact us ASAP so that we can send you a replacement voucher.

What documentation do I need on collection of car? On collection of your vehicle you need:
- your rental voucher (which you will have received by email when your reservation was confirmed),
- A full valid driver's licence held for a minimum of 2 years and
- a major credit card in the driver's name.
- An International driving licence/permit is only acceptable as supplimentary ID when supplied with a licence from your country of permanent residence. Please note: UK Car Hire is not responsible for overcharges on rentals where the voucher was not presented to the local agent on collection of the vehicle. UK Car Hire can not be held responsible for rentals rejected if you do not present your voucher at rental desk. You must retain all your rental documents if you have a query regarding your reservation.

Where is my voucher? Vouchers are sent to the email address provided online at the time of reservation. 95% of the rentals are confirmed instantly. However, some rentals may take upto 2 business days to confirm. If you have made a reservation and do not have your rental voucher, please check all spam/bulk folders of your email. If you still can not locate your voucher, please contact us and we will reissue the voucher to you.

What is the excess (liability) on my rental? When booked online, Collision Damage Waiver Insurance is included in the rental rate. In the event of the car being damaged the driver is responsible for the insurance excess only. Please consult the Rental Conditions for more information. Excess: This is the maximum amount you are liable for in the event of the vehicle being damaged or stolen while on hire. Note that this amount may be requested from you as a deposit at the time of the pick up (the deposit is to be released when the vehicle is returned intact). You can purchase additional insurance directly with the rental company to reduce this amount.

Do I Need to Buy their Coverages, Insurance or Damage Waivers at the Counter? You may be offered additional insurances (e.g. Personal Accident Insurance) at the time of arrival, however these are entirely optional.

What do I do in the event of an accident? Please contact the office from which you hired the vehicle. You will find the contact information on your voucher and/or your rental agreement. The renter will be required to inform the rental agent immediately of any accident. The renter must take the following measures:
- Obtain complete details of the persons involved in the accident as well as of any possible witnesses.
- Immediately provide the rental agent with all the details regarding the accident, which may be of use.
- Immediately notify the authorities if the third party should be investigated or in the event of injured persons.
- Do not leave the vehicle without taking correct measures to protect and safeguard it.
PLEASE NOTE NO REFUNDS WILL BE MADE FOR A RESERVATION OR LOST RENTAL TIME IF VEHICLES HAVE BEEN INVOLVED IN AN ACCIDENT.

Minimum Age Policies will Differ These will differ from country to country. Surcharges/restrictions may apply for drivers aged 20-25 and 70-75 years. The main driver will need a valid drivers licence and major credit card in the same name. Please check the rental conditions for further information.

Do I Need a Major Credit Card? Yes, all of our rental car agencies accept only major credit cards and do NOT accept debit cards or cash. Check Out the Condition of your Car It's a good idea to inspect the vehicle prior to leaving the rental depot. Any damage or unusual dents/scratches should be noted on the contract before you Car Trawler. Go back to the rental office if need be to have this acknowledged in writing. Some companies may enforce a hard line policy regarding this.

Can I Let Someone Else Drive the Rental Car? In most cases, you will need to list additional drivers on your contract at the time of pick up.

Unused days? No refunds are issued on unused rental days. Do not plan to book for the longest possible period and return early. If you find you need to keep your rental vehicle longer than planned, extensions can be done quickly and easily over the telephone.

Child Safety & Booster Seats are usually available. Most car companies offer child safety and booster seats. Since there may be limited availability on these you should reserve these well in advance with our reservations department.

Can I reserve a specific brand of vehicle? You can't Reserve a Specific Car Type When you reserve, you are holding down a Car within a CAR GROUP, not necessarily a specific make or model.

Beware of the 24 Hour Clock! When obtaining your car rental quote be aware of the "24 hour clock rate". This means if you rent your car on Wednesday and return it on Thursday, you are charged for one day only if you return it within 24 hrs.

London Congestion Charge Congestion Charge applicable in Central London, The charge is payable daily Monday to Friday between 7am & 6.30pm for each day that a vehicle moves within the zone. The daily charge is GBP 8 /day if paid by midnight on day of travel and is payable either by phone, on the Internet or at selected retail outlets within the zone. The charge is GBP10 /day if paid by midnight on the following charging day (next day payment only). There is a fixed penalty system which will issue fines of GBP 100 + VAT per day for non payment.If your customer picks up car within the zone between Monday to Friday (7am & 6pm) inclusive, Avis will offer to add the first day's Congestion Charge fee automatically to the rental agreement for their convenience. They will then be responsible for paying the daily charge for all subsequent days (Saturday, Sunday and public holidays are exempt). For a customer picking up a car within the zone on a Saturday, Sunday or public holiday no Congestion Charge fee will be added to the rental agreement for that first day. They will then be responsible for paying the fee for all subsequent chargeable days (excluding Saturday, Sunday and public holidays). Note: All charges are subject to change.
For more information on the London Congestion Charge, refer to www.cclondon.com