0845 450 0877
+44 1362 852299

Monday to Friday 08:00-19:00
Saturday 08:00-17:00

Frequently Asked Questions

We know that car hire can be confusing, so we have put together a list of the questions most commonly asked by our customers, to help you wade through the jargon.

Booking car hire

How much do I have to pay now?

When a booking is placed on our website and the car hire supplier has confirmed that a vehicle is available, the rental cost including fees for top-up insurance and cancellation protection will be debited immediately.

Any fees for additional extras such as child seats or any out of hours fees will be payable to the car hire supplier in local currency upon collection of the vehicle.

How do I choose a supplier that has a desk in the airport?

When viewing a quotation, those suppliers who have a desk in the arrivals hall of the airport will have Desk in Airport underneath the vehicle description. For further information, click on the 'Show Rental Conditions' link underneath each vehicle and view the section named Collection Information.

When do I pay for my car hire?

As soon as your booking is confirmed by the supplier we will take full payment and issue you with a pre-paid voucher which you must present to the supplier when collecting the vehicle.

Do you price match?

No. Due to the inclusive nature of our prices we do not price match with other companies. All of our rental prices include no insurance excess or excess reimbursement insurance, third party and public liability insurance, one additional driver and all airport taxes and surcharges.

To view exactly what is included in the price, hover over the price of the each individual vehicle on the quote results page. We advise customers to always thoroughly check the terms and conditions.

When I get a quote it says "Please phone to book this vehicle" - why is this?

Due to limited availability we are not able to accept online bookings for this vehicle, please call us on 0845 450 0877 or +44 (0)1362 853938 from outside the UK with your quote reference so we can check availability and book this vehicle.

Why do I have to wait for confirmation of my car hire booking?

Unlike many other car hire brokers, we request confirmation for every car hire booking, this makes sure that your booking exists in our supplier's system and prevents any potential problems when you collect the vehicle. Confirmation can take up to 48 hours, but in most cases bookings are confirmed within 24 hours. You can login to My Account to check the status of your booking.

Do I get a discount for booking multiple vehicles?

No. We do not offer discounts for booking multiple vehicles.

We do however offer a loyalty discount scheme whereby 2 loyalty points are received for each rental day booked. Once 100 points has been reached, you are entitled to a 10% discount from our standard prices and free cancellation protection on future bookings.

Can I place more than one booking at the same time?

The suppliers which we operate with require vehicles booked to have their own reference number and rental agreement so each vehicle required must be booked separately.

To ensure that two bookings are placed with the same car hire supplier, please check the supplier logos displayed on the car hire quote results pages.

Alternatively, please contact us with your requirements.

Top-up insurance

What does top-up insurance cover?

Our improved top-up insurance provides reimbursement cover against any loss or damage to the vehicle not covered by the car rental insurance such as wheels, tyres, glass, under body, roof, keys, locks, mis-fuelling, lock outs and battery failure. Insurance also covers mobile phone charges, curtailment, car-jacking, and road-rage incidents.

How much does top-up insurance cost?

We provide the option to take out additional Top-up insurance when booking. It is charged at £2.50 per rental day.

How do I purchase top-up insurance?

Top up insurance can be purchased when booking your car hire online.

If you have already placed a booking, top up insurance can still be added by logging into My Account. Click on the reference number of the booking that you wish to add top-up insurance to and click the link. We can also add Top-up insurance over the telephone.

How do I make a claim on the top-up insurance?

In the event that you have to claim on this policy your claim will be handled by Orchard Administration Limited. The claim procedure is set-out in the policy wording.

Am I eligible for top-up insurance?

Top-up insurance can be purchased by customers aged between 21 and 84 years who live in the following countries:

  • Austria
  • Belgium
  • Cyprus
  • Germany
  • Denmark
  • Finland
  • France
  • Guernsey
  • Ireland
  • Isle of Man
  • Italy
  • Jersey
  • Malta
  • Netherlands
  • Norway
  • Portugal
  • Spain
  • Sweden
  • Switzerland
  • United Kingdom

Making changes to a booking

Will I be charged for cancelling a booking?

Our cancellation charges are as follows:

Within 48 hours of placing the booking there is no charge (unless within 48 hours of the rental taking place.)

When cancelling after 48 hours of making the booking and up to 48 hours before the rental takes place a £15 charge is applied.

When cancelling within 48 hours of the rental taking place, the charge is 50% of the rental price, subject to a minimum £15 charge.

Credit card fees are non-refundable.

The 50% fee overrides the other cancellation terms should a new booking be made with a collection time within 48 hours’ time.

How do I make changes to my booking?

To amend your booking you must contact us directly by email or telephone. We do not charge an administration fee for amendments. All changes require confirmation from the supplier before we can issue a new pre-paid voucher.

How do I cancel my booking?

If you need to cancel your booking you will need to contact us via telephone or email and a member of the reservations team will explain the cancellation procedure with you and any charges incurred as a result.

If I drop off the car earlier, will I receive a refund for unused days?

No. Should you return the hire vehicle earlier than originally arranged, as per our terms and conditions we are unable to provide a refund for the unused days.

My flight time or flight number has changed; do I need to let you know?

Yes, it is the customer's responsibility to ensure that we have the correct flight information. The car hire suppliers use this information to check incoming flights and can tell if your flight is delayed or cancelled.

I have received an email stating my booking has NOT been confirmed - what should I do?

Please contact us to discuss further options on 0845 450 0877 or +44 (0)1362 853938 from outside the UK.

Our reservations team will advise you about alternative vehicles and can check availability of specialist vehicles by telephone. If you are not happy with the alternative choices, you have the option to cancel your request. Payment will have been pre-authorised at this stage, but no payment will have been taken from your account.

How do I extend the hire period once my rental has started?

If you wish to keep your hire car for a longer period than you have originally booked, once you have collected the vehicle, contact us and we can liaise with the supplier to find out if this is possible.

It may be necessary to return to the supplier’s local office to sign a new rental agreement should this be agreed by the supplier.

Fuel policy and charges

What does Fair Fuel Policy mean?

As a UK based car hire broker we operate with many suppliers, each with their own fuel policies. Fair fuel policies are as follows: leave a deposit for a full tank of fuel and return full for a refund, collect quarter full and return empty or return with the same amount of fuel.

Suppliers that offer a fair fuel policy will have Fair Fuel Policy underneath the vehicle description on the quotation page.

Click on the 'Show Rental Conditions' link underneath each vehicle to view the exact terms applicable beneath the heading Fuel Policy.

How much will I have to pay for fuel?

This is dependent on the car rental supplier's fuel policy which is stated at the time of booking. It is also dependent upon the type and size of vehicle you have requested. Please be aware that fuel rates fluctuate on a regular basis and due to refuelling logistics you will be charged at a higher rate per litre compared to the normal pump price.

Where a fair fuel policy is not available, you can view an estimate of the amount you will be charged for fuel upon collection of the vehicle. Just click on the 'Show Rental Conditions' link underneath each vehicle when viewing a quotation and look for the section named Fuel Policy.

If you contact us, we can advise you of an estimate of the cost of a full tank of fuel.

What is the fuel policy?

As a UK based car hire broker, we operate with many suppliers at each location each offering different terms and conditions regarding the fuel policy.

Click on the 'Show Rental Conditions' link underneath each vehicle on the quote results page and view the information beneath the Fuel Policy heading.

REMEMBER: As we work with a number of suppliers at each location, the applicable fuel policy can vary for each supplier. It is advisable to check more than one vehicle to find the most favourable option for you, or contact us to find the most suitable.

I have paid for fuel in local currency, how much will be refunded upon my return?

This will depend upon the fuel policy of the car hire supplier.

This information is displayed on the quote results page, simply click on the 'Show Rental Conditions' link underneath each vehicle and view the section named Fuel Policy for further details. This information is also displayed on step one and step two of the booking process as well as on your pre-paid car hire voucher.

Some card issuers charge for international transactions, so it is advisable to check the terms and conditions of your credit card before travelling.

Additional Fees

Will there be any additional charges?

Additional charges may be applied when collecting the vehicle for delivery to accommodation, out-of-hours collection/return, border exits and one-way rental surcharges. Any additional charges are paid directly to the supplier in local currency when collecting the vehicle and are clearly stated at the time of booking.

How do I pay the road tolls in Portugal?

Many of the suppliers we operate with in Portugal now offer the use of a toll transponder. This is a device which monitors the use and total charge of the toll fees. These are either pre-loaded with an amount of Euros or they monitor the amount used and you are charged at the end of the rental.

We also operate with suppliers that do not provide the use of a transponder. When booking with these suppliers, you will have to proceed to a local post office 48 hours after using the toll road. On your return to the airport you will be unable to pay the outstanding toll fees, so the local authority will send these to you in the post.

To check if a supplier provides the use of the transponder, click on the 'Show Rental Conditions' link displayed underneath each vehicle and look for the section marked Motorway Tolls.

Will I be charged extra if I drop the car off at a different location?

It is common for car rental suppliers to apply an additional charge for one-way rentals, although some suppliers offer one-way rentals with no additional charge when the rental duration is over a certain amount of days. It is always stated at the time of booking if an additional one-way charge will be applied, and this will be paid directly to the supplier in local currency upon collection of the vehicle.

Will I be charged to collect or return the vehicle if the supplier's office is closed?

Some of the suppliers we operate with offer an out-of-hours service, where they can provide a vehicle after their office has closed. The charge varies between suppliers and also upon the time of collection outside of the operating hours. You can view information regarding out-of-hour charges for collections and returns by clicking on the 'Show Rental Conditions' link on the vehicle when viewing a quotation under the heading Collection Information.

REMEMBER: As we work with a number of suppliers at each location, office hours and out of hours charges can vary for each vehicle. It is advisable to check more than one vehicle to find the most favourable option for you, or contact us to find the most suitable.

Why do the additional fees vary for each vehicle?

As a UK based car hire broker, we operate with a number of car hire suppliers at each location, each with their own terms and conditions and charges in place for additional extras and fees. On a quotation the vehicles displayed as available will be with different car hire suppliers. You are able to view each supplier’s terms and conditions as well as applicable additional charges by clicking on the 'Show Rental Conditions' link underneath each vehicle on the quotation page.

I have paid for additional extras in local currency; will I be charged any extra fees?

Payment for all additional extras will be debited upon collection of the vehicle in local currency.

Some card issuers charge for international transactions, so it is advisable to check the terms and conditions of your credit card before travelling.

What is included?

How much is the excess?

All of our rental prices include either no insurance excess or excess reimbursement insurance.

If excess reimbursement insurance is provided, the excess amount is dependent upon the supplier and the vehicle you hire. In the event of collision damage or theft, should you be required to pay some or all of the excess, you will be able to claim the full cost back upon your return home.

If the vehicle is available with no insurance excess, the above does not apply.

When viewing a quotation, click on the Show Rental Conditions link underneath each vehicle. Locate the Deposit Requirements section where you will find more information regarding the above.

What does the insurance include?

As part of our full collision damage and theft protection package, rentals include full collision damage waiver and full theft waiver with no insurance excess. Where specified, some rentals will be subject to an insurance excess but will include an additional excess reimbursement insurance, so customers can make a claim for reimbursement in the event that they are charged for collision damage or theft. This information is clearly stated at the time of booking.

On a quotation, click the Show Rental Conditions link underneath each vehicle. Look at the heading marked Deposit Requirements and you will find more information regarding the above.

This information is also shown on each stage of the booking process. All rentals include public liability cover and third party liability cover for the driver(s). Two drivers are always covered as standard. For more details about insurance, please read our terms and conditions.

Credit Cards

Do I need a credit card upon collection of the vehicle?

Yes. All of the car hire suppliers with which we operate require the main driver to be in possession of a credit card in their name to collect the vehicle. This cannot be a pre-paid credit card, debit card or AMEX.

The supplier requires the credit card to authorise a security deposit which covers parking or speeding fines, uninsured parts of the vehicle, if a claim is made when the insurance has been invalidated and to ensure the safe return of the vehicle. Failure to present a credit card upon collection may result in the supplier refusing to provide you with a vehicle.

Can I place a booking using a debit card?

Yes. We accept payment for bookings with a debit or credit card. There is no charge for paying with a debit or credit card.

If you make a payment on a debit card for the booking, the main driver must present a credit card in their name upon collection of the vehicle.

Why do I need a credit card?

Clients need to be in possession of a valid credit card to collect the vehicle. This MUST be in the name of the main driver and CANNOT be a pre-paid credit card or a debit card and must have sufficient funds available.

This enables the supplier to authorise a security deposit, which covers any parking or speeding fines, un-insured parts of the vehicle, fuel charges if applicable, and in the unlikely event that a claim is made when the insurance has been invalidated.

Driving Licence

My UK driving licence is the old-style paper licence, will this be accepted?

Yes. The old-style UK paper driving licence is still accepted within the European Community; however, this must be presented along with photographic ID such as a passport or an International Driving Permit.

Do I need an International Driver’s Permit?

Many suppliers in Europe will only accept licences that have been issued within the European Union. All other licences must be presented alongside an International Drivers Permit. Other suppliers outside of Europe generally accept licences that are displayed in English or in the Roman alphabet.

However, you can check a supplier’s exact driving licence requirements by clicking on the 'Show Rental Conditions' link underneath each vehicle under the section, Driver & Licence Requirements.

I do not have my original driving licence, can I still hire a car?

The main driver must present their full original driving licence including all counter-parts upon collection of the vehicle. If you do not have your original driving licence, some suppliers may accept a DVLA Certificate of Entitlement for licences issued within the UK, which must be faxed directly from the DVLA to the supplier's office. Please contact us and a member of the reservations team can check which suppliers will accept the DVLA certificate.

Many car rental suppliers may also accept a faxed copy of your UK driving licence from the DVLA. You will need to check with us first if this is acceptable. The DVLA will need the fax number of the car hire supplier. The DVLA charge £5 for this service and can be contacted on 0300 790 6801 or from outside the UK +44 1792 782341.

Can I hire a car with a provisional driving licence?

No. None of the suppliers that we operate with will accept a provisional driving licence. You must have held a full driving licence for the suppliers minimum required years.

You are able to view this information by clicking on the 'Show Rental Condition's link underneath each vehicle on the quote results page under the section, Driver & Licence Requirements.

Can I use my US/Canadian licence?

Yes. The majority of the suppliers with which we operate with will accept a US/Canadian driving licence.

However, many suppliers in Europe will only accept the licence if it is presented alongside an International Drivers Permit. This can be obtained from the automotive association in the country the licence was issued. Please note that anyone holding a US/ Canadian driving licence is not eligible to hire a vehicle in the USA or Canada.

Supplier details

Can I choose which car hire supplier I want to book with?

Yes. Once you have entered your requirements on the quote form and clicked the Get a Quote button, all available vehicles and supplier logos will be displayed on the car hire quote results page.

If you have any questions or require further assistance regarding the supplier, please contact us.

How do I know where to collect the vehicle?

Once you have made a booking and this has been confirmed, the information will be provided on your pre-paid car hire voucher.

Where can I find the contact details for the car hire supplier?

Once you have placed a booking, the contact details will be provided on your pre-paid car hire voucher.

What times will the office of the car hire supplier be open?

When viewing a quotation, click on the 'Show Rental Conditions' link, underneath each vehicle description. The car hire supplier’s operating hours are shown under the Collection Information heading.

If you have already placed a booking, the supplier’s operating hours can be found on the car hire voucher.

Problems when you’ve picked up the hire car

What do I do if the vehicle provided is not to the expected standard?

In the first instance, raise this issue with the car hire supplier immediately and request an alternative. If the matter is not resolved, contact us and we can discuss the issue with the car hire supplier and try to arrange a suitable substitute.

If I am involved in an accident, how and to whom do I report the damage?

If you are involved in an accident you must obtain a police report and contact the car hire supplier to advise them of the accident immediately.

They will need you to fill out a damage report for insurance purposes. Depending on how the accident occurred, for example due to negligence, you may be liable for the costs involved; however, this is assessed on a case by case basis by the supplier.

Does damage have to be reported if no one else is involved?

Yes, all damage must be reported to the supplier. If the correct procedures are not followed then you will be liable for the cost of repair.

As soon as you are aware of the damage, you will need to contact the police to obtain a police report and the supplier advising of the damage. They will then assess whether a charge will be applied.

I think I have been overcharged

Should you wish to discuss any issues that occurred during your rental, please contact us to allow us to investigate the matter.

Deposit Information

Do I need to leave a deposit with the car hire supplier, if so how much?

Yes. All of the supplier’s that we operate with will require a security deposit to be authorised on the main driver’s credit card upon collection.

This is to cover the supplier for any parking or speeding fines, uninsured parts of the vehicle, if a claim is made when the insurance has been invalidated and to ensure the safe return of the vehicle.

When viewing a quotation, click on the 'Show Rental Conditions' link under each vehicle underneath the heading Deposit Requirements, to view a supplier’s deposit requirements. Not all of the suppliers specify an amount and in this instance we would advise the deposit will be approximately €300.

I have paid the security deposit, how much will be refunded upon my return?

Upon collection, most car hire suppliers require a security deposit to ensure safe return of the vehicle.

If the deposit is pre-authorised by the car hire supplier, this will lapse in 21 days. If the deposit is debited by the car hire supplier, this will be refunded upon return of the vehicle, as long as there has been no additional damage to the vehicle.

Some card issuers charge for international transactions, so it is advisable to check the terms and conditions of your credit card before travelling.

Can I pay a deposit now and pay the balance upon collection of the vehicle?

No. Payment for the rental cost including fees for top-up insurance and cancellation protection will be debited immediately upon confirmation of vehicle availability from the supplier. This is to ensure that our customers benefit from the best prices possible.

Vehicle Information

What is the luggage capacity of the vehicle?

The baggage capacity of each vehicle varies. This information can be found on the quote results page of the website beside each vehicle. Symbols such as this - show how much luggage can be fitted in a vehicle. This information is for guidance purposes only.

Can I request an automatic vehicle?

Yes. If you wish to book an automatic vehicle, you will need to select a vehicle that states ‘Automatic’ in the vehicle description in order to guarantee you receive a vehicle with automatic transmission on collection. Those that don’t state automatic are likely to be manual.

You can also contact us and a member of the Reservations Team can generate a quotation which shows automatic vehicles only.

Can I request a diesel vehicle?

Yes. Where available we indicate which vehicles are diesel. Where we do not state that a vehicle is diesel, a petrol or diesel vehicle could be provided. If a diesel vehicle is selected, a diesel vehicle will be provided.

My UK driving license is for automatic vehicles only. What vehicles can I drive?

Holders of UK "automatic only" driving licenses are allowed to drive any vehicle which does not have a clutch pedal. This includes vehicles with tiptronic transmission or up/down gear selection paddles.

Drivers age

I am aged over 70 years, can I hire a car with you?

In many locations we operate with suppliers that will allow someone over the age of 70 to hire a vehicle without any additional cost. When generating a quotation, you are asked to provide your age, which will then show all available vehicles. You can also click on the 'Show Rental Conditions' link underneath each vehicle where this information is displayed underneath the heading Driver & Licence Requirements.

I am aged under 25 years, can I hire a car with you?

In some locations we operate with suppliers that will allow someone under the age of 25 to hire a vehicle without any additional cost. However, many of the suppliers we operate with do have a minimum age limit of 23 or 25 years. When generating a quotation, you are asked to provide your age, which will then show all available vehicles. This information is also displayed if the 'Show Rental Conditions' shown beneath each vehicle, underneath the heading Driver & Licence Requirements.

Optional Extras

Can I hire a child seat with my vehicle?

Yes. We offer the facility to hire child seats and booster seats. They must be requested when booking and are paid for in local currency to the supplier when collecting the vehicle.

On the quote results page, click on the 'Show Rental Conditions' link and look for the section marked Child Seats and Booster Seats for information and costs.

The charges for these are stated when booking and vary depending upon the chosen supplier. Child seats and booster seats must be fitted by a parent or guardian.

Can I hire GPS Satellite Navigation for use with my vehicle?

Yes, you can select GPS Satellite Navigation hire as an additional option when booking car hire at some locations.

On the quote results page, click on the 'Show Rental Conditions' link and look for the section marked GPS Satellite Navigation for information and associated costs

An additional charge may apply which will be stated at the time of booking and will be paid directly to the supplier upon collection of the vehicle.

Will I be charged for optional extras?

Additional charges may be applied when collecting the vehicle for optional extras such as child seats, booster seats and winter equipment. Any additional charges are paid directly to the supplier in local currency when collecting the vehicle and are clearly stated at the time of booking.

Why do the additional fees vary for each vehicle?

As a UK based car hire broker, we operate with a number of car hire suppliers at each location, each with their own terms and conditions and charges in place for additional extras and fees.

On a quotation the vehicles displayed as available will be with different car hire suppliers. You are able to view each supplier’s terms and conditions as well as applicable additional charges by clicking on the 'Show Rental Conditions' link underneath each vehicle on the quotation page.

Can I hire a roof rack with my vehicle?

No, we do not offer the ability to request a roof rack at any location.

Can I hire winter tyres with my vehicle?

Yes, in some locations winter tyres can be selected as an additional option when booking car hire.

On the quote results page, click on the 'Show Rental Conditions' link and look for the section marked Winter Tyres for information and associated costs.

An additional charge may apply which will be stated at the time of booking and paid directly to the supplier in local currency upon collection of the vehicle.

Can I hire snow chains with my vehicle?

Yes, in certain locations snow chains can be selected as an additional option when booking car hire.

On the quote results page, click on the 'Show Rental Conditions' link and look for the section marked Snow Chains for information about charges.

An additional charge may apply which will be stated at the time of booking and paid directly to the supplier in local currency upon collection of the vehicle.

Can I hire a ski rack with my vehicle?

Yes. You can select Ski Rack hire as an option when booking car hire at some locations.

On the quote results page, click on the 'Show Rental Conditions' link and look for the section marked Ski Rack for information about charges.

An additional charge may apply which will be stated at the time of booking and will be paid directly to the supplier upon collection of the vehicle.

Problems with your car hire voucher?

I can't download my pre-paid voucher, what should I do?

Please check if you have the 'Adobe Reader' software installed on your computer, if not, this can be downloaded from the Adobe website. If Adobe Reader is already installed, "save" the file to a location on your hard drive then open it using Adobe Reader.

If this issue persists please contact us.

I have not received my pre-paid car hire voucher, what should I do?

Login to My Account where you can you check on the status of your booking and download your pre-paid car hire voucher.

Visiting another country?

Can I take the vehicle into a different country?

Some suppliers will allow you to take the vehicle across the border into a different country. However, some countries are restricted and some suppliers do not allow their vehicles across any borders.

You can check if a supplier allows a vehicle into a particular country and if there is a charge for this, by clicking on the 'Show Rental Conditions' link on the quotation page underneath each vehicle and viewing the section labelled Border Exit.

REMEMBER: As we work with a number of suppliers at each location, the charges for border exits and countries in which you are permitted to travel can vary for each vehicle. It is advisable to check more than one vehicle to find the most favourable option for you, or contact us to find the most suitable.

My Account

I can't login to My Account, what should I do?

First re-type the email address and password to make sure they are correct. If you are not sure about your password, click on the forgot password? link and we will email the correct password to you immediately.