Frequently Asked Questions

What documents do I need to hire a vehicle?

Arriving prepared keeps your collection quick and smooth. As a general rule, please bring:

• A valid physical photocard driving licence — The genuine card, not a photo or copy.
• A physical payment card — In the main driver's name.
• Two recent proofs of address — Such as bank statements or utility bills dated within the last six weeks.

The name and address on your proofs of address should match the details on your licence. Requirements can vary by vehicle, so contact us first if you're unsure.

Do I need to share my driving record?

Yes. To meet legal and insurance requirements, we need to view your driving history. You can:

• DVLA check code — Generate this in advance on the DVLA website.
• National Insurance number — We’ll help you create a code at the desk.

Do you accept international or older paper licences?

We can sometimes accept international or paper licences depending on type and origin. Because requirements vary, please contact our team before your visit so we can confirm exactly what you’ll need.

Is insurance included in my hire?

Yes. Every car, van and minibus comes with fully comprehensive insurance as standard. This means you:

• Meet all UK legal requirements — For driving on public roads.
• Third-party protection — Protection against claims in the event of an accident.
• Accidental damage cover — Covered for damage to the hire vehicle, subject to the agreed excess.

How does the security deposit work?

Every hire requires a security deposit, held separately from your hire fee:

• Pre-authorisation only — Taken on your payment card, not an actual charge.
• Variable amount — Depends on vehicle type and driver age.
• No digital wallets — Contactless payments, Apple Pay and Google Pay are not accepted.

Once you return the vehicle in its original condition, we release the deposit straight away. Timing depends on your bank or card provider.

Can I use my own insurance policy?

Business account holders may use their own comprehensive fleet insurance, subject to approval. Private customers use our standard cover.

How do I reserve a vehicle?

Get a quick quote online or call our team and we’ll set everything up for you in minutes.

What payment methods do you accept?

• Cash
• Visa and Mastercard debit and credit cards

The main cardholder must attend our Rochester branch in person with the physical card used for booking.

What does the price include?

From just £29 per day, your quote includes:

• The vehicle
• Standard insurance
• Breakdown assistance
• VAT

When should I book?

As early as possible, especially during busy periods, to secure your preferred vehicle.

Will you charge a fee if I cancel?

Cancellation terms depend on notice period and payment status. Contact us for details specific to your booking.

When can I collect my vehicle?

At the start time shown on your confirmation. Please check branch opening hours before travelling.

When do I need to return it?

By the date and time on your hire agreement. Late returns may incur additional charges.

Can I extend my hire?

Yes — call us before your return time and we’ll extend it if the vehicle is available.

Can I return outside opening hours?

Please confirm with our team before collection so we can arrange the correct process.

What is your fuel policy?

Vehicles are supplied with a full tank and should be returned full. If not, a refuelling charge applies.

• Fill up before return — A quick stop at a nearby petrol station is enough.
• Keep your receipt — Helpful if there’s ever a query.

How much mileage is included?

Each hire includes a generous mileage allowance with clear limits depending on hire duration. Extra mileage can be agreed in advance if needed.

What extra charges should I be aware of?

• Penalty Charge Notices — Parking, speeding or similar fines incur an admin fee plus the original penalty.
• Valeting charges — Applied for excessive dirt, stains, pet hair or rubbish.
• Smoking penalties — Strictly prohibited; cleaning charges apply if evidence is found.

Drive carefully, park legally and keep the vehicle clean to avoid additional costs.

Can my dog travel in the vehicle?

Pets should ideally be avoided. If necessary, protect the interior fully to avoid cleaning charges.

What should I do if the vehicle breaks down?

• Move to safety — Pull over well away from traffic and switch on hazard lights.
• Call breakdown support — Number is on your keyring.
• Contact us — We’ll arrange further help or a replacement vehicle if needed.

What should I do if I have an accident?

• Stop safely — Turn off the engine and switch on hazard lights.
• Check for injuries — Call emergency services if required.
• Exchange details — Names, addresses, insurance and vehicle info.
• Document everything — Photos, conditions and witnesses.
• Do not admit fault — Report to us as soon as possible.

How do I pay the insurance excess?

You only ever pay up to your agreed excess. If repairs cost less, you pay the lower amount.