ON-LINE RESERVATIONS AND CHARGES EXPLAINED
All requested information must be submitted when placing your booking on our website. When our company receives your online reservation, you will receive a booking acknowledgement by e-mail. So please ensure that all details are correct and valid including the correct e-mail address and a telephone number on which we can contact you. If we can supply your vehicle we will then send an e-mail, this will be your final confirmation and we will then contact you by email requesting you to send us driving licence copies. If for whatever reason we are unable to fulfil your booking request a full refund will be arranged.
DELIVERY AND COLLECTION SERVICE
We endeavour to deliver and collect your requested rental vehicle as advised. However, very occasionally this service may not be available depending on your location within the UK. In this case, one of our reservation agents will contact you to let you know and offer another time for you to collect and/or return to the branch. Please note that charges will not be made if you cannot accept to collect and return the rental vehicle.
Please also note that if you are contacted to advise the above and you accept to collect and return the rental vehicle offered to the advised supplying branch and then decide to cancel you will not be charged the cancellation fees detailed in our cancellation policy.
You must send a copy of your driving licence, National Insurance number or share code, plus your credit/debit card details before the vehicle is supplied to you. Any vehicle requiring re-fuelling will be recharged at our suppliers’ rate plus VAT – applicable to any vehicle returned with less fuel with which it was provided. The hirer is liable for all fuel used to and from the suppling branch.
All drivers must be between 23 and 70 years of age for all vehicles (cars, vans, trucks, people carriers) under 25’s are limited to the type of vehicle they can hire and must have held a full driving licence for 2 years. Vehicles may be supplied outside the above criteria at our Insurance company’s discretion. In any event, all drivers must comply with the supplying location’s conditions.
All rental cars are supplied with comprehensive insurance but are subject to an excess. We can only reduce the excess on certain vehicles. All vehicles are supplied subject to a £1000 insurance excess except people-carriers, minibuses, prestige cars and 4×4’s which have an excess of £2000. The insurance excess charge becomes payable by the hirer in the event of any damage being incurred during the rental period. In the event of damage to the rental vehicle please notify us within 24 hrs. The excess will be charged to the credit or debit card that was given and accepted when making the reservation. Please note that any overhead height damage to any vehicle will be charged for the full repairing cost and collision damage waiver does not apply.
COLLISION DAMAGE WAIVER INSURANCE
The hirer can purchase collision damage waiver insurance on certain groups of vehicles at a cost as detailed in the booking reservation. When CDW insurance is purchased, the liability of £1000 reduces to £500 on cars and vans. All mini-buses and people-carriers carry an excess of £2000.00 and this cannot be reduced. We do except non UK driving licences but these are subject to our insurance approval and the excess will be advised from the insurance department once approved. Please note that any goods in transit are not covered by the insurance supplied. Exclusions to collision damage waiver are any overhead height damage to any of our vehicles, tyre damage or punctures, glass damage costs, or driving without due care and attention, negligence and dangerous driving in any of our vehicles. All costs incurred by us will be passed onto you, the customer and charged directly to the credit or debit card that was used when the booking was placed.
Please note that any heavy goods vehicles supplied i.e. 7.5 Tonne Trucks are not supplied with a spare tyre or jack. The reason for this is that it is not possible for this type of vehicle to have a tyre changed by an untrained person and the vehicle has to be jacked up by specialised lifting gear. So, if a vehicle of this type is on hire to any of our customers and a puncture occurs, then, it will be the customers’ responsibility to locate a professional tyre replacement company and pay the cost required to replace the damaged tyre. This also applies if a puncture occurs overseas. National Vehicle Hire will not pay any incurred costs relating to this situation or to any theft of any parts on our hired vehicles.
Miles are unlimited for rentals up to 28 days. Once a rental hits 28 days the mileage is limited to 2000 miles per 28 day period and excess mileage will be charged at 35p + Vat per mile. Unlimited mileage is also not covered for rentals under the 28 day period when vehicle abuse of short high mileage i.e. excessive mileage and European rentals where by mileage usage exceeds 500 miles per day.
We allow a max of 4 drivers to drive our rental vehicles. The charges for any required additional drivers are £5-£10.00 per day for any of the vehicles we supply depending on the group of vehicle and age of the driver.
Should you need to cancel your reservation then this has to be advised and confirmed by email. Bookings cancelled with more 72 business hours of the start incur a £35.00 +VAT cancellation fee. If we receive your request to cancel with less than the 72 business hours notice then no refund can be given.
LOSS OF VEHICLE KEYS
In the event of the rental vehicle’s keys being mislaid, lost, or stolen, then our company will charge for the courier charges to deliver the spare keys, hire charges until the new keys are available, plus the total cost to replace the missing keys, locks and re-programming of central locking key fob if required.
YOUR REQUESTED RENTAL VEHICLE
Every effort is made to supply the model of the rental vehicle of your choice. However, there may be occasions that a substitute vehicle of the same size and specification may be supplied in place of the requested vehicle due to lack of availability. In addition, we cannot guarantee the specific colour of the vehicle.
Please note that we will not issue any refunds should you return the rental vehicle supplied before the pre-arranged termination time and date.
RENTAL VEHICLES TRAVELLING TO EEC COUNTRIES
We allow some of our rental vehicles to be taken abroad to EEC members and European insurance cover is supplied. All vehicles are covered by AA or RAC roadside assistance and recovery service. Under no circumstances will we allow any of our rental vehicles to be taken abroad without our prior consent. Check the DVLA web site for full details, also tachograph cards will be required for buses and trucks.
Please note we do not supply maps, high visibility jackets, warning triangles, breathalyser kits, first aid kits or headlight converters for your journey and you must purchase these at your own cost. Some countries will require you to carry certain items to comply with their driving laws – it is your responsibility to fulfil their requirements.
COLLECTION OF DELIVERED VEHICLES
The customer is responsible for the hired vehicle for 48 working hours from the end of the hire period, which means any parking fines, clamping charges, and towing away to car park impound site fines will be charged to the customer. Please note vehicles are not collected on Sundays in which case for any hires finishing over the weekend, the 48 working hours start from 0800 on Monday morning. We advise that you inform us of a safe key location in the event of there not being anybody present when the supplier collects the vehicle to avoid any additional charges i.e. abortive charges being passed onto the hirer. If a delivery driver informs you of your collection time, please be advised this cannot be 100% guaranteed, the period of liability still stands, and if it is essential to know an estimated collection time you should contact the branch directly. Fuel to and from the customer’s address is chargeable.
RESERVING A VEHICLE
When booking a vehicle online we reserve the right to change your vehicle pickup to the nearest available location if the branch you selected does not have availability. Should you reject the ‘change of branch’, and we can offer a Delivery & Collection service to your home or office at a cost. If this is not acceptable for you no charges will be levied.
Our company is confident that the service we offer to all of our customers will be of the highest standard and that the rental vehicle supplied will be satisfactory. However, should you wish to lodge a complaint, then this must be submitted via e-mail within 28 days from the end day of your rental period. On receipt of your e-mailed complaint, we will investigate and respond within 14 working days. Please note, that any complaint received later than the 28 days, cannot be accepted.
Some of our vehicles now use AdBlue (This is marked on your rental agreement alongside the fuel type).
What is AdBlue?
AdBlue is used to reduce NOx emissions in vehicles. AdBlue converts harmful NOx from your diesel vehicle exhaust into harmless nitrogen and steam, therefore considerably reducing the emissions of nitrogen oxides (NOx) that are a major source of atmospheric pollution.
Where can I buy AdBlue?
You can buy AdBlue from numerous fuel forecourts across the UK & Europe or from suppliers of vehicle parts i.e. Halfords, Kwikfit, main dealerships, etc.
We will keep the vehicle topped up, but it is the driver’s responsibility to check Adblue levels while in use. An empty Adblue tank means the vehicle won’t run and an expensive recovery bill.
LONDON CONGESTION CHARGES, PARKING AND SPEEDING FINES.
It is the hirer’s responsibility, to pay all London congestion charges, parking and speeding fines. If the vehicle has to travel through a congestion charge zone for us to deliver or collect the vehicle then the customer is liable for the charge. If our company receive notification of an unpaid fine, then we will charge the amount of the fine plus a £35.00 + VAT admin charge to the card used upon booking. Please make sure all fines are paid by the hirer to avoid any added charges.
Excessive Wear Policy
Should you operate the vehicle in extreme conditions, such as on tarmacking sites where tyres are on hot surfaces, they will wear prematurely and we will have to pass on the costs. Any other premature wearing or excessive wearing may be charged, such as vehicle abuse and short high mileage European rentals where by mileage usage exceeds 500 miles per day.
By contracting with National Vehicle Hire you are agreeing that it has the right to take additional payments where the following situation occur:
Any fine applicable to the hire by any entity that has the right under UK law to enforce such.
Any fuel charges for reinstating the fuel tank to a previously agreed level at the point of vehicle return.
Any incidental vehicle damage, that is damage not covered by insurance, up to excess limit.
Extension of vehicle hire will be charged at the same rate as the initial hire
FUEL CHARGE DISPUTES
Please be advised, should you receive a fuel charge due to the levels of fuel not being the same as per your rental agreement and you wish to dispute, please provide proof of fuel purchased and respond to the email notification advising you of the charge and a full dispute will be raised.
Fuel is charged back to branch
PLEASE NOTE- we allow 28 working days to process all fuel disputes.
Our company is confident, that the service we offer to all of our customers will be of the highest standard and that your rental vehicle supplied will be very satisfactory. However, should you wish to lodge a complaint, then this must be submitted via e-mail within 28 days from the commencement day of your rental vehicle being supplied. Please email: firstname.lastname@example.org
On receipt of your e-mailed complaint we will then investigate and respond within 7 working days. Please note, that any complaint received later than the 28 days, cannot be accepted.
OUR TERMS & CONDITIONS ARE SUBJECT TO CHANGES WITHOUT GIVING PRIOR NOTICE.