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View our Terms & Conditions

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1800 535 571

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rentalcars.com is a trading name of TravelJigsaw Limited which is a limited company registered in England and Wales (Number: 05179829) whose registered address is at 100 New Bridge Street, London, EC4V 6JA. These terms and conditions, together with our web site terms and conditions of use, privacy policy and security policy constitute our agreement with you, the renter, for the services we provide in arranging for the supply of car hire. Together, these are referred to as our terms. These terms shall apply to all contracts for the provision of our services to the exclusion of all other terms and conditions. No conduct by rentalcars.com shall be deemed to constitute acceptance of any other terms. Acceptance of the services or signature on any agreement shall be deemed conclusive evidence of your acceptance of these terms. rentalcars.com may change the terms from time to time and you, the renter, are advised to check the web site to consider any changes to the terms which apply to you. Your hire of any vehicle is subject to the terms and conditions of vehicle hire imposed by the car hire company and to the corresponding laws of the country and/or state that the rental takes place in. Individual restrictions may also apply to your vehicle hire.

You will be provided with a vehicle by us either directly or as agent. The capacity in which we act depends on our relationship with the car hire company.

These terms apply to any booking that you, the renter, make with us on or through this web site, so you should make sure that you are aware of their contents. Both our terms and conditions and those of our local providers contain some exclusions and limitations of liability.

Your booking on this web site is conditional on you, the renter, accepting our terms. If you, the renter, do not agree with any part of them you must not proceed with your booking. By confirming that you wish to book a vehicle through this web site you, the renter, indicate that you have read, understood and accept the relevant terms. If there is any part that you, the renter, do not fully understand, or if you have a query about the vehicle hire or any other product, please contact us on 0800 368 3001.

There may be some circumstances where we do not know whether or not the car hire company has a particular vehicle available. This will be clearly indicated either before or after you, the renter, have sent your request through. In these cases we will put the vehicle on 'request' with the car hire company. This means that although we cannot immediately confirm to you, the renter, that your requested vehicle is available we will use our reasonable endeavours to find it for you and will inform you of the outcome within 48 hours of your request. In other cases the requested vehicle is available. Where you, the renter, offer to hire a vehicle or other product on this web site at the suggested price it may be accepted within 48 hours of you submitting your order (or up to 1 day before arrival, if earlier). We will notify you, the renter, by return e-mail and by e¬mailing a booking confirmation if your offer has been accepted. Please note that you, the renter, will not have any contract for vehicle hire at the price offered until your booking has been confirmed and the necessary payment received. If you have any questions, please feel free to contact us. Please note that any contract entered into will be with the individual actually booking the vehicle and all correspondence will be sent to that address given, even where a third party actually pays for the hire. For the avoidance of doubt nothing contained in our terms shall entitle any third party to any benefit or rights pursuant to the Contracts (Rights of Third Parties) Act 1999.

The rental voucher must be presented to the car hire company when picking up your rental car. rentalcars.com cannot be held responsible for rentals rejected if a voucher is not presented.

rentalcars.com cannot accept liability for any charges incurred as a result of documentation signed for and accepted locally.

rentalcars.com will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, off road driving or driving without due care and attention. You, the renter, will accept full responsibility in respect of such claims. This list is not exhaustive.

What is included/excluded in the price?
Please read the specific terms and conditions
*In Canada, unlimited mileage is applicable to travel within adjacent provinces/states of collection.
# Some exclusions may apply, please check with reservations centre.

CDW
Collision Damage Waiver (CDW) reduces the renter's liability from the total cost of the damage, to an excess amount where applicable unless the renter intentionally causes the damage is under the influence of drink or drugs or uses the vehicle in a prohibited or negligent way e.g. driving off main roads or hiring to other parties. CDW covers liability for damage to the vehicle or its parts and accessories. In most destinations windscreens, tyres, under carriage, replacement locks, replacement keys and towing charges are not covered under the insurance policy. Other exclusions may apply & can differ between rental companies, so we recommend checking with the car hire company at the time of collecting the vehicle what the exclusions are.

Theft Waiver
(TW) reduces the renter's liability in the event of theft or damages caused due to theft or attempted theft of the vehicle to an excess amount where applicable. Negligence connected with the theft of the vehicle may lead to the car hire company requiring the full amount for the cost of the vehicle.

IMPORTANT NOTE
Please check carefully the details of the insurance provided by the car hire company. It is not unusual for third party cover to exclude blood relatives and members of your immediate family or members of the same home address who travel with you, the renter, in the vehicle. Top up policies will normally be available to purchase directly from the car hire company , or such cover may already be included in your holiday insurance. For peace of mind, rentalcars.com strongly recommends that you, the renter, familiarize yourself fully with the extent of the cover provided with any rental & where necessary, take out additional cover in respect of your spouse and any children or close relatives who will be accompanying you in the vehicle.

Personal Accident Insurance
This optional insurance may be covered by your holiday insurance (check before you, the renter, travel). If you require PAI, it can be purchased locally on collection of the hire car.

rentalcars.com Damage Excess Refund Product
When collecting the vehicle you will be required to leave a deposit to the value of any insurance excess which may be charged by our car rental partner if the car is damaged during the rental. The maximum excess will be shown in the terms & conditions during the booking process.
rentalcars.com offers a damage excess waiver product which, if purchased prior to collection of the vehicle, offers reimbursement for the damage (excluding administration and immobilisation fees) paid to the supplier as a result of a claim on the Collision Damage Waiver whilst renting your vehicle. .
The damage excess can be reclaimed through rentalcars.com subject to our terms and conditions, provided you forward a copy of the following to rentalcars.com.

  • a copy of the supplier accident report form, (this should be completed before completing the rental).
  • A police report if a 3rd party was involved in the incident
  • a copy of your vehicle check in & check out documents which clearly show the new damage being charged for.
  • evidence of payments deducted on your credit card.

For 3rd Party claims, rentalcars.com requires confirmation from supplier that your claim has been finalised and party identified for damage liability.

These documents must be sent to our customer service department within 28 days of the rental finishing.

The rentalcars.com Damage Excess Refund Product will not refund charges which are not covered by the car rental companies CDW policy.
The full details of the coverage including exclusions will be provided by the car rental company

Example of Common Exclusions from the Car Rental Companies CDW policies include;

  • Damage caused to the windows, windscreen, glass, interior, personal belongings, wheels and/or tyres, the roof or undercarriage
  • Where the driver is under the influence of drugs and/or alcohol
  • Where the driver was not a named driver on the rental agreement
  • Towing charges or damage caused by the rental vehicle being towed by an unauthorised third party
  • Off road time / Immobilisation fees as a result of damage
  • Where the vehicle has been driven negligently or without due care & attention, including driving off road & on untarmaced roads
  • Damage to contents or people in the vehicle
  • Theft of the vehicle
  • Administration fees relating to damage

In the above circumstances, your liability to pay for the excess will not be waived and you may be liable for the full cost up to and exceeding the excess.
For further information regarding this product, please do not hesitate to contact a member of our team.

Local Deposits & Petrol
Most of the car hire company require a deposit at the start of the rental to cover petrol, liability excess and other charges incurred during the hire. A valid major credit card will be required in most cases (check with our Reservations Centre) and must be in the lead driver's name. Provided the car & extras are returned in the same state as rented & in accordance with the fuel policy, this deposit will be refunded when returning the vehicle. Please note some local rental companies operate a fuel policy where you, the renter, must purchase the first tank of fuel & return the vehicle empty - in these circumstances there is no refund for unused fuel.

Out of hours charges
In most airport locations flights will be met and cars supplied outside of normal working hours. However, there may be an additional charge for this service, which will be payable to the car hire company. We will advise you, the renter, whether a charge will apply when you confirm your pick up times in your booking request. In the event that a flight is delayed, causing the car pick-up to fall outside normal working hours, the additional charge will be made locally, where the out of hours service is available. rentalcars.com can accept no further responsibility where there is no out of hour's facility available and it is therefore recommended that you, the renter, take independent travel insurance.

Minimum/Maximum Age Limitations
In most destinations, the minimum hiring age is 21 years. Surcharges can apply with certain suppliers & in certain countries for drivers aged less than 25 years and over 65 years, where the correct driver age has been submitted with the booking request we will advise of any likely charges, please check and read carefully the terms and conditions for the minimum and maximum age restrictions. Minimum age requirements on larger car groups may also be increased at selected locations. Please check with our Reservations Centre if you, the renter, have any questions or concerns on this matter.

Additional Drivers
Charges may apply for additional drivers in certain areas, payable locally (Unless specified on the rentalcars.com voucher). Please check with our Reservations Centre.

Period of Hire/Daily Rate Calculation
Hire periods are calculated on a 24-hour basis. After collection of the car, an extension of the hire period and late returns will be supplied and charged for by our local supplier at the local daily tariff (which may be considerably higher).

Early Return/Rental Extension
The duration of your rental starts and finishes according to the pick-up and drop- off dates and times detailed on your voucher, the price of which will be confirmed at time of booking and is calculated on the basis of 24-hour units. If you, the renter, wish to extend the rental period after collection of the car, or if you return the car later than stated on your voucher. The contract for such an extension will always be with the car hire company directly and will charged by the car hire company at the local daily rate, which may be higher than the rates agreed with us at the time of booking. Unfortunately rentalcars.com are unable to make refunds for vehicles returned early.

One Ways
One way rentals must be confirmed in advance and may be subject to drop charges, payable to the car hire company. We will advise you, the renter, on the approximate costs after we receive your booking request & receive confirmation from the car hire company on the one way rental.

Child Seats and Special Requests
Child seats and roof racks (not available on some vehicles) and additional items are available on request in most destinations, although they cannot be guaranteed. In most states of the USA child seats are required by law. There is usually a charge payable to the car hire company. Please note rear seat belts may not be provided in all vehicles. Check with our reservations centre regarding these items. Requests for these items should be made at the time of booking.

Delivery & Collection Charges
Delivery and collection charges may be applied (by the car hire company) outside office hours even if late collection is caused by a flight delay. In most locations, the car hire company will offer delivery and collection to/from accommodation, although a charge may apply. Full address details and a time of delivery must be given at the time of booking. Please note deliveries cannot be made to private accommodation.

Driving Areas
Restrictions may be applicable when crossing country / state borders; our Reservations Centre must therefore be advised at the time of booking whether you, the renter, intend to travel with the vehicle into any other country/state. Additional documentation may be required and local charges may apply for travel to certain countries. Restrictions may also apply in Australia and remote areas, please check with our Reservations Centre.

If You, the Renter, Wish to Make Changes to Your Booking
No charge will be made for amending your reservation before the start of your rental. This excludes any charges which may be due from a material change to the reservation such as the duration or car type. Amending the drivers name or the pick-up location may require the cancellation and re-booking of a reservation. To cancel your booking, please call a member of our team on 0800 368 3001 and have your name and reference number ready and we will then communicate with car hire company. Terms and conditions vary per supplier and will be clearly communicated during the booking process

If We Make Changes to Your Booking
Occasionally it may be necessary for changes to be made to your booking (after acceptance) by us or the car hire company. In all such cases we will advise you, the renter, as soon as reasonably possible before the time of hire and, if the proposed changes are unacceptable, you will be offered you a full refund. However, in such circumstances, we shall have no additional liability in respect for any direct or indirect losses you may suffer as a result of such changes.

Documentation
Your voucher will normally be dispatched within 48 hours of us receiving your booking request, provided that full arrival details have been advised; i.e. flight number and arrival time or a local address and telephone number. Please note that certain "request" vehicles may take longer to confirm & we will advise you, the renter, if this is the case. rentalcars.com cannot be held responsible for rentals charged locally or rejected if a voucher is not presented when collecting the vehicle from the car hire company. Please ensure you, the renter, travel with your full valid national driving licence and passport, if applicable. Please check with our Reservations Centre if any other documentation is required.

Driving Licence
Drivers must produce a valid Driving License held for at least 1 year (2 years in selected locations, this will be displayed during the booking process). If you are a British Citizen and hold a Photo Card driving licence you must also produce the paper documents which accompanied the Photo Card. Drivers holding Non British licences should contact our reservations department prior to pick up at reservations-uk@rentalcars.com. Our Reservations Centre must be advised of any endorsements at the time of booking; rentalcars.com reserves the right to refuse the booking on this basis according to our rental companies’ terms and conditions. All persons driving the vehicle must be in possession of their driving licence at all times for perusal by local authorities. No refunds will be given for rentals rejected by our local suppliers due to non-production of a driving licence or non-disclosed endorsements. Please note that an International Driving License/Permit does not replace the requirement for a regular driving license. If using an international license /permit, a full driving license in the principal driver’s name will still be mandatory in order to rent the vehicle.

Car Capacity and Vehicle Type
All vehicles are insured for a maximum number of passengers. rentalcars.com cannot accept liability for the vehicle being unsuitable for all passengers and luggage. As a guide please refer to the rentalcars.com website for approximate passenger of the car groups available. rentalcars.com cannot accept responsibility for rentals denied at time of collection or otherwise due to the party size being too large for the vehicle.

rentalcars.com is unable to guarantee a particular make or model of vehicle. The car shown on your voucher is for guidance only and may be substituted for an alternative similar model or upgraded vehicle.

Provision of Cars
Car hire companies reserve the right to refuse to make available a vehicle to any person considered unfit to drive or who does not meet eligibility requirements. rentalcars.com will not be liable for the completion of travel arrangements, nor for any refund, compensation or any other costs you, the renter, may have to pay.

Complaints
If you, the renter, are dissatisfied in any way with the standard of vehicle upon collection, please report this to the car hire company. It is difficult for rentalcars.com to assess any claim regarding the standard of your vehicle if this action is not taken during the hire. If you, the renter, are dissatisfied in any way, please contact our Customer Relations Department, within 3 months of your return.

Mechanical Difficulties/Accidents
In the case of breakdown or mechanical difficulties, you, the renter, must call the car hire company immediately. The car hire company must give authority for repairs or replacement cars. If you, the renter, are involved in an accident, the local police and the car hire company MUST be contacted. Keep copies of all relevant documentation you are asked to complete. This may be needed if you, the renter, wish to make an insurance claim.

Your hire of any vehicle is subject to the terms and conditions of vehicle hire imposed by the car hire company and to the corresponding laws of the country and/or state that the rental takes place in. You, the renter, will therefore be subject both to our terms and those of the are hire company. rentalcars.com accepts no responsibility for and shall not be liable in respect of any loss, damage, alterations, delays or changes arising from civil strife, industrial dispute, including air traffic control disputes, terrorist activity, natural and nuclear disaster, fire or adverse weather conditions, unavoidable technical problems with transport, closure or congestion of airports or ports, cancellation of scheduled airlines and financial failure of airlines.

The General Information and Terms & Conditions stated are correct at the time of going to press.

Terms of your Contract with rentalcars.com
However you, the renter, choose to book, it is important to understand how and when a contract is formed. The technical steps required for a contract to be formed are as follows:
When we quote prices over the telephone or place our services on our website we are inviting you, the renter, to make an offer for their purchase. You, the renter, do not make this offer until you do so verbally or by pressing "Book Now".

You, the renter, have made rentalcars.com an offer to purchase the services once you have either pressed "Book Now" or done so verbally. rentalcars.com will then accept this offer when it has both received full payment and has sent you, the renter, your confirmation voucher. Where the arrangements with the car hire provider is for rentalcars.com to act as an agent, acceptance of your offer is by rentalcars.com as agent on behalf of the car hire company.

rentalcars.com are responsible for losses you, the renter, directly suffer as a result of rentalcars.com breaking this agreement if the losses are a foreseeable consequence of rentalcars.com breaking the agreement. Losses are foreseeable where they could be contemplated by both you and rentalcars.com at the time our agreement is formed. rentalcars.com are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you, the renter, and rentalcars.com nor are they liable for, without limitations loss of profits or loss of opportunity, loss of goodwill or consequential losses, damages or costs.

rentalcars.com shall not be liable itself or vicariously through the car hire companies for either a failure to perform or delay in performing any of its obligations under or pursuant to this booking, voucher, reservation, rental or terms and conditions, if and in so far as performance is delayed, hindered or prevented by force majeure, which expression shall mean any event beyond the reasonable control of the party in question. In the event that the force majeure persists for more than 14 consecutive days, rentalcars.com may terminate and withdraw this booking, reservation or rental by giving 14 days notice to your, the renter's, original billing address and refunding all amounts paid prior to the force majeure event.

rentalcars.com has the right to cancel a booking upon limited or immediate notice in certain circumstances such as the insolvency of a car hire company. In all circumstances rentalcars.com will use its reasonable endeavours to arrange for the supply of an alternative vehicle but at periods of high demand it may not be possible. Where a customer has made a fully pre-paid reservation and rentalcars.com notify the customer up to 48 hours before pick-up the customer will receive a return of all monies already paid. In the unlikely circumstance rentalcars.com provides a fully pre-paid customer notice of cancellation within 48 hours of pick-up rentalcars.com will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of rentalcars.com breaking the agreement. Where a customer has made a deposit reservation and rentalcars.com notifies the customer up to 7 days before pick-up the customer will receive a return of all monies already paid. Where rentalcars.com provides a deposit customer notice of cancellation within 7 days of pick-up rentalcars.com will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of rentalcars.com breaking the agreement.

Website Conditions of Use
It is prohibited for anyone to use any device or software program to directly or indirectly interface, or attempt to interface with this website, to retrieve content, and or any other data, including prices. It is also prohibited to interfere, or attempt to interfere with the normal working of this website, any activity that we consider places undue load or stress on our systems will be terminated. We constantly monitor everyone accessing our website, and any automated systems, or persons conducting a unreasonable amount of searches, with an aim to access information and/or prices will be terminated, and the blocked from our websites. Your use of the website indicates your agreement to be bound by these Conditions of Use

Data Protection - Client Personal Data
Security Policy
All personal information and credit card information collected by our websites goes through a secure server using 128-bit encryption to protect your information, your browser will indicate that you are using a secure server, by displaying a padlock icon at the bottom of your browser window, the padlock will display in the locked position, to indicate that you are using a secure server. This security feature is only turned on for web pages where you can view, or enter personal or payment information.

Data Protection- Information
Credit Card
The credit card data that customers provide us are "Encoded" and are stored in a database on the Application servers and the Database servers; these are un-encoded when a booking is displayed by the reservation system. Only the IT staff have access to the database, and even in the event of loss or compromise of the database, the credit card numbers are still encoded.The only other area where credit card data is stored is the Server logs on the Application servers, we keep 31 days of Logs, every day old older than 3 days are compressed into a separate password protected file.

Data Protection – Customer Personal Data
Customers’ name and address, booking details and email address are stored in the database on the Application servers and the Database servers. The data is never shared, used by, or sold to anyone outside rentalcars.com without consent. Customers name and email addresses are used by the Sales and Marketing department to send promotional emails, quote chases email and special offer email to the client, via Dream Mail email system (http://www.epsilon.com)

Customer reviews
Completed reviews may be uploaded onto our website for the sole purpose of informing customers of your opinion of the service and quality of the car rental supplier, and used partially or its entirety by rentalcars.com on our website, social media platforms, newsletters, special promotions, mobile applications or other channels owned, hosted, used or controlled by rentalcars.com. rentalcars.com reserves the right to adjust, refuse or remove reviews at our sole discretion.

Reviews express the personal opinions of rentalcars.com customers who filled out a questionnaire after completion of their rental. These opinions do not necessarily represent the views of rentalcars.com.

These terms are governed by the laws of England whose courts shall have exclusive jurisdiction.