Frequently Asked Questions

What documents do I need to hire a vehicle?
You must bring a full, physical driving licence, a credit or debit card in the main driver's name, and two recent proofs of your home address.

Do you accept international driving licences?
Yes, we can usually accept foreign licences. You must bring your original physical licence along with your passport. Depending on where your licence was issued, we might need to run a few extra checks.

Can I still hire a car if I lose my photocard licence?
No. We must see your physical photocard licence to verify your identity and validate your legal insurance cover.

How much is the insurance excess?
Your excess amount depends entirely on the type of vehicle you book and your current age. You can find the exact excess limits on our Insurance Cover page or on your final booking agreement.

Does the insurance cover my personal belongings?
No. Our standard insurance policy covers the vehicle itself and any third-party claims. It does not protect tools, luggage, or personal items left inside the cabin or load area.

Am I allowed to use my own insurance policy?
Business account holders can often provide their own comprehensive fleet insurance. Private customers must use our standard coverage.

What should I do if the vehicle breaks down or crashes?
Every booking includes full roadside assistance. You will find the emergency support number attached to the vehicle keys. If you have an accident, pull over safely, swap details with the other driver, and phone our office immediately.

How do I reserve a vehicle?
You can get a fast quote and book your vehicle directly on our website, or you can telephone our reservations team to set it up.

When should I make my booking?
We suggest booking as early as possible to secure the exact van or car you want. This is especially important during busy holiday seasons.

What exactly does the price include?
Your quote covers the vehicle hire, standard insurance, breakdown support, and Value Added Tax.

Will you charge a fee if I cancel my reservation?
This depends on how much notice you give us and whether you paid for the booking upfront. Please read our Cancellation Policy for full details on notice periods and potential fees.

When can I pick up my vehicle?
You can collect your keys at the start time shown on your confirmation email. Please check our standard working hours before you travel to the depot.

When do I have to hand the keys back?
You must return the vehicle by the exact date and time listed on your hire paperwork.

Can I keep the vehicle for a few extra days?
If you want to extend your trip, you must call us before your original return time. We will extend your hire if the vehicle is available, subject to an extra daily payment.

Can I return the van when your office is closed?
No. We do not run an out-of-hours drop-off service. You must return the vehicle during our normal working hours. If you bring it back late, we will apply an extra penalty charge.

Do I need to put fuel in the vehicle?
We hand over all our cars and vans with a completely full tank of fuel. You must return it completely full to avoid paying our refuelling administration surcharge.

Am I allowed to drive the vehicle abroad?
You must get written permission from us before you take any vehicle outside the United Kingdom. We will need to apply special overseas insurance and breakdown cover, which will increase the cost of your hire.

Do you offer one-way drop-offs?
No. You must return your vehicle to the same Cargo Hire depot where you collected it.

Can my dog travel in the hire car?
We prefer that you leave pets at home. If an animal absolutely must travel with you, you must fully protect the interior seats and carpets. We will charge a valeting fee if we find heavy pet hair, mud, or odours.

Are there special rules for electric vehicles?
You must make sure the vehicle has enough battery charge for your planned route. You must also return the electric car or van with a minimum agreed percentage of battery charge to avoid extra fees.