Frequently Asked Questions

Please refer to this page for more detailed information.

Call us on 0800 004 203 and we’ll follow up with the branch where you returned your car.

Please call the roadside assistance number displayed on the windscreen so that a member of our team can assist you.

In the event of malicious damage (intending to cause damage to the property, or an intention to destroy it) to one of our vehicles, you may be liable for all losses and damages caused.

Please call our team on 0800 004 203 immediately to inform us about any incidents.

Please contact us as soon as possible to inform us if you’ve had an accident so we can assist you.

Pursuant to the terms and conditions of your rental agreement, your damage liability fee will be reduced to zero, provided that:

• The accident is reported to us immediately
• Complete accident details including description, date and time of accident, location of accident and details of all parties involved are provided within 24 hours of occurrence; and
• The driver is fully licenced and an authorised driver (nominated on the rental agreement).

If you are unable to do so, you will be liable for the loss and damage caused.

There are several reasons why your credit card may have been charged and the list below covers the most common reasons:

• Tolls + an administrative fee
• Traffic or parking infringements + an administration fee
• Additional fees if the car is not returned in the same condition that you received it in
• Cleaning fees
• Refuelling charges.

If you’d like more specific information about the charges to your credit card, please contact us on 0800 004 203

All our vehicles are provided to our customers with a full fuel tank and, like any rental car, need to be returned to us with a full tank of fuel to avoid additional charges.

No, you don’t need to deep clean the vehicle, but you do need to return it in a similar condition to what it was in when you received it.

Pets are not allowed in any of our accident loan cars and will incur an additional cleaning fee. Assistance animals are an exception, so please contact our team on 0800 004 203 to register for this.

Smoking is NOT permitted in any of our accident loan cars and will incur an additional cleaning fee.