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Our team is here to help 24 hours a day, 7 days a week.
You will be provided with a car 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 website, so you should make sure that you are aware of their contents. Both our terms & conditions and those of the car hire companies we work with contain some exclusions and limitations of liability.
Your booking on this website 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 car through this website you, the renter, indicate that you have read and 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 car hire or any other product, please Contact us.
There may be some circumstances in which we do not know whether or not the car hire company has a particular car class 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 car ‘on request’ with the car hire company. This means that although we cannot immediately confirm to you, the renter, that your requested car 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. Where you, the renter, offer to hire a car or other product on this website at the suggested price, it may be accepted within 48 hours of you submitting your order (or up to 1 day before pick-up, if earlier). We will notify you, the renter, by return email and by emailing a booking confirmation if your offer has been accepted. Please note that you, the renter, will not have any contract for car 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 car 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.
Accuracy of Information
Although we strive to ensure the accuracy of the information on this website, neither we nor our affiliates, suppliers or agents can be held responsible by you for the accuracy of such information. It is solely your responsibility to evaluate the accuracy, completeness and usefulness of all information provided on this website.
The rentalcars.com voucher / eVoucher must be presented to the car hire company when picking up your hire car. We cannot be held responsible for rentals rejected if a voucher / eVoucher is not presented.
We cannot accept liability for any charges incurred as a result of documentation signed for and accepted at the car hire counter.
We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing wilful damage, driving off-road 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 & conditions relating to your car hire, which you will see during the booking process.
Collision Damage Waiver (CDW)
Collision Damage Waiver 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 car in a prohibited or negligent way – such as driving off main roads or hiring to other parties. CDW covers liability for damage to the car or its parts. In most locations, windscreens, tyres, undercarriage, replacement locks, replacement keys and towing charges are not covered under the CDW policy. Other exclusions may apply and can differ between car hire companies, so we recommend checking these exclusions with the car hire company when picking the car up.
Theft Protection (TP)
Theft Protection reduces the renter's liability in the event of theft or damage caused due to theft or attempted theft of the car to an excess amount, where applicable. Negligence connected with the theft of/damage to the car may lead to the car hire company requiring the full amount for the cost of the car.
Please check carefully the details of the cover provided by the car hire company. It is not unusual for third-party cover to exclude members of your immediate family or members of the same home address who travel with you, the renter, in the car. 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, we strongly recommend that you, the renter, familiarise yourself fully with the extent of the cover provided with any rental and, where necessary, take out additional cover in respect of your spouse and any children or close relatives who will be accompanying you in the car.
Personal Accident Insurance (PAI)
This optional insurance may be covered by your holiday insurance (please check before you, the renter, travel). If you require PAI, it can be purchased at the car hire counter when you pick the car up.
rentalcars.com’s Damage Excess Refund product
When picking the car up, you will be required to leave a deposit to the value of any excess which may be charged by the car hire company if the car is damaged during the rental. The maximum excess will be shown in the terms & conditions during the booking process.
We offer a Damage Excess Refund product which, if purchased prior to pick-up of the car, offers reimbursement of the cost of the damage (excluding administration and immobilisation fees) paid to the car hire company as a result of a claim on the Collision Damage Waiver whilst renting your car.
The cost can be reclaimed through us, subject to our terms & conditions, provided you forward copies of the following to us:
For third-party claims, we require confirmation from the car hire company that your claim has been verified and the party identified for damage liability.
These documents must be sent to our Customer Service Team 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 hire company’s CDW policy.
The full details of the coverage, including exclusions, will be provided by the car hire company when you pick the car up.
Examples of common exclusions from car hire companies’ CDW policies include:
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 amount.
For further information about this product, please do not hesitate to contact a member of our team.
Fuel & Deposits at the Car Hire Counter
Most car hire companies require a deposit at the start of the rental to cover the liability excess, any charges incurred during the rental and, in some cases, fuel. A valid major credit card will be required in most cases (please check with our Contact Centre) and must be in the main driver's name. Provided the car and extras are returned in the same state as rented and in accordance with the fuel policy, this deposit will be refunded after dropping the car off (please note that it may take 14 days for the money to appear on your credit card again).
Some car hire companies will require you to return the car with the same amount of fuel it had in the tank at pick-up. Others operate a fuel policy where you, the renter, must purchase the first tank of fuel and may drop the car off empty – in which case, there may be no refund for unused fuel.
Where the car hire company charges for fuel, the cost may be higher than it would be at a local petrol station.
At most airport locations, flights will be met and cars supplied outside normal working hours. However, there may be an additional charge for this service, which will be payable directly 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 delay causes the car pick-up to fall outside a car hire company’s normal working hours, the car hire company may agree to provide an out-of-hours service – in which case they will advise you of any fee. We can accept no further responsibility where there is no out-of-hours service available – and it is therefore recommended that you, the renter, take independent travel insurance. Non-airport car hire counters may also provide an out-of-hours service.
Minimum / Maximum Age Limitations
In most locations, the minimum hiring age is 21 years. Additional fees can apply with certain car hire companies and in certain countries for drivers aged under 25 years or over 65 years: where the correct driver age has been submitted with the booking request, we will advise of any likely fees. Minimum age requirements on larger cars may also be higher at some locations. Please check with our Contact Centre if you, the renter, have any questions or concerns about this matter.
Fees may apply for additional drivers, payable at the car hire counter (unless otherwise specified on the rentalcars.com voucher / eVoucher). Please check with our Contact Centre.
Daily Rate Calculations / Periods of Hire / Period of Hire Extensions
The price of your car hire will be confirmed at time of booking and calculated on the basis of 24-hour units. If you, the renter, wish to extend the period of hire after picking the car up, or if you drop the car off later than stated on your voucher / eVoucher, the contract for such an extension will always be with the car hire company directly and the extra time will be charged for 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.
Late Pick-ups / Early Drop-offs
Your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher / eVoucher. Unfortunately, we are unable to provide refunds for unused time if a car is picked up late or dropped off early. If you are unable to pick the car up at the agreed time and date, it is essential you contact us as soon as possible. If you do not, there is no guarantee that the car will still be available – and you will not be entitled to any refund.
One-way rentals must be confirmed in advance and may be subject to one-way fees, payable to the car hire company. We will advise you, the renter, of the approximate costs after we receive your booking request and receive confirmation from the car hire company regarding the one-way rental.
Child Seats & Special Requests
Child seats, roof racks (not available on some cars) and other ‘extra’ items are available on request in most locations, although they cannot be guaranteed. There is usually a fee payable to the car hire company. In most locations, child seats are required by law. Please note: rear seatbelts may not be provided in all cars. Please check with our Contact Centre regarding these items. Requests for these items should be made at the time of booking.
Deliveries & Collections
Some car hire companies will agree to deliver your car to / collect it from a specified address. If so, there may be a fee for this service, payable to the car hire company. We will advise you whether a fee will apply when you confirm your pick-up / drop-off times, along with the full address details, in your booking request. Please note: car hire companies generally do not deliver to or collect from private accommodation.
Restrictions may be applicable when taking the hire car to a different country/state/island; our Contact Centre must therefore be advised at the time of booking whether you, the renter, intend to do this. Additional documentation may be required and local charges may apply for travel to certain countries. Restrictions may also apply in remote areas such as the Australian outback; please check with our Contact Centre.
If You, the Renter, Wish to Make Changes to Your Booking
No charge will be made for amending your booking before the start of your rental. This excludes any cost increases caused by a material change to the booking, such as its duration or the car class – or by the car hire company changing its rates following the original booking. With certain car hire companies, amending the driver’s name or the pick-up location may require the cancellation and re-booking of a rental. To cancel your booking, please log in to the Amend/Cancel Booking facility, and click Cancel Booking. Terms & conditions vary per car hire company 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 by the car hire company. In all such cases we will advise you, the renter, as soon as reasonably possible before pick-up and, if the proposed changes are unacceptable, you will be offered a full refund. However, in such circumstances, we shall have no additional liability in respect of any direct or indirect losses you may suffer as a result of such changes.
Your voucher / eVoucher will normally be available once full payment has been received and the car confirmed by the car hire company. Please note that certain ‘request’ cars may take longer to confirm and we will advise you, the renter, if this is the case. Where the car cannot be picked up due to insufficient documentation or failure to provide a valid credit card, this will be treated as a ‘No Show’, which means you will not be entitled to a refund of money paid. Please ensure that you, the renter, travel with your voucher / eVoucher, your full valid national driving licence and other identification – please check the ‘What You'll Need To Take’ section of your voucher / eVoucher once the car is confirmed to see if any other documentation is required.
Drivers must produce a valid driving licence held for at least 1 year (2 years in selected locations; this will be confirmed during the booking process). If you are a British Citizen and hold a new-style photocard driving licence, you must also produce the accompanying paper counterpart. Drivers holding Non-British licences must read the terms & conditions associated with the car hire company they have chosen during the booking process, as driving licence requirements will differ depending on car hire company and location.
Our Contact Centre must be advised of any endorsements / points on a driving licence at the time of booking; we reserve the right to refuse the booking on this basis, according to our car hire companies’ terms & conditions. All persons driving the car must be in possession of their driving licence at all times, for perusal by local authorities. No refunds will be given if a car hire company refuses to supply a car due to non-production of a driving licence or undisclosed endorsements. Please note that an International Driving Licence/Permit does not replace the requirement for a regular driving licence: a full driving licence in the main driver’s name will still be mandatory in order to rent the car.
Important Information Regarding Exchange Rates
Due to the fluctuation of exchange rates, please be aware that the amount charged to your credit card may differ from the price we quote when you agree to pay for a product or service. The difference (if any) will depend on changes to exchange rates during the period between the moment you book and the moment the charge is reflected in your credit card statement. Similarly, should we refund any money to your account, we will refund the exact amount initially charged – and will not be responsible for any fluctuations in exchange rates that lead to you receiving a larger or smaller refund than expected.
Car Capacity & Car Class
All cars are insured for a maximum number of passengers. We cannot accept liability for the car being unsuitable for all passengers and luggage. As a guide, please refer to the rentalcars.com website for approximate capacities of the various car classes. We cannot accept responsibility if the car hire company refuses to supply a car because the party size is too big.
We are unable to guarantee a particular make or model of car. The car shown on your voucher / eVoucher is for guidance only and the car hire company may instead provide a different car which is deemed to be similar or superior.
Provision of Cars
Car hire companies reserve the right to refuse a car to any person who is considered unfit to drive or does not meet eligibility requirements. We 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 in such a case.
If you, the renter, are dissatisfied in any way with your rental, please report this to the car hire company as soon as feasible. It is difficult for us to assess any claim regarding your rental if this action is not taken at the time. If you, the renter, wish to make a complaint, please ensure you contact our Customer Service Team within 3 months of dropping the car off.
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 a claim.
Your hire of any car is subject to the terms & conditions of car hire imposed by the car hire company and to the corresponding laws of the country and/or state in which the rental takes place. You, the renter, will therefore be subject both to our terms and to those of the car hire company. We accept no responsibility for and shall not be liable in respect of any loss, damage, alterations, delays or changes arising from civil strife, industrial disputes including air traffic control disputes, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions, unavoidable technical problems with transport, closure or congestion of airports or ferry ports, cancellation of scheduled flights or financial failure of airlines.
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 clicking ‘Book Now’ on our ‘Payment Details’ page.
You, the renter, will have made us an offer to purchase the services once you have either done so verbally or clicked ‘Book Now’. We will have accepted this offer once we have both received the necessary payment and made your voucher / eVoucher available to you, the renter. Where the arrangement with the car hire company is for us to act as an agent, acceptance of your offer is by us as agent on behalf of the car hire company.
We are responsible for losses you, the renter, directly suffer as a result of us breaking this agreement if the losses are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by both you and us at the time our agreement is formed. We 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 us; nor are we liable for, without limitations, loss of profits, loss of opportunity, loss of goodwill or consequential losses, damages or costs.
We shall not be liable ourselves or vicariously through the car hire companies for either any failure to perform or any delay in performing any of our obligations under or pursuant to this booking, voucher / eVoucher, rental or terms & 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, we may terminate and withdraw this booking by giving 14 days’ notice to your, the renter's, original billing address and refunding all amounts paid prior to the force majeure event.
We have 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 we will use our reasonable endeavours to arrange for the supply of an alternative car, but at periods of high demand it may not be possible. Where a customer has made a fully pre-paid booking and we 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 we provide a fully pre-paid customer with notice of cancellation within 48 hours of pick-up, we will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of us breaking the agreement. Where a customer has made a deposit booking and we notify the customer up to 7 days before pick-up, the customer will receive a return of all monies already paid. Where we provide a deposit customer with notice of cancellation within 7 days of pick-up, we will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of us breaking the agreement.
Making Bookings and Purchasing or Requesting Products or Services
Verification of submitted data may be required prior to our acceptance of any booking, purchase or order. Except as otherwise required by law or as otherwise expressly stated by us, price, rate and availability of products or services are subject to change without notice. You acknowledge that bookings, purchases and services are subject to additional terms & conditions imposed by us or by the car hire company which supplies your car.
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 the activities of any automated systems or persons conducting an unreasonable amount of searches, with the aim of accessing information and/or prices, will be terminated and those systems/persons 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 webpages where you can view or enter personal or payment information.
Data Protection – Credit Card Information
The credit card information that customers provide us with is ‘encoded’ and stored in a database on the Application servers and the Database servers; this is un-encoded when a booking is displayed by the booking 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 in the Server logs on the Application servers: we keep 31 days of logs, with the data from every day older than 3 days being compressed into a separate password-protected file, leaving only the last 3 days of logs stored and not compressed or password protected.
Data Protection – Customer Personal Data
Customers’ names and addresses, booking details and email addresses are stored in the database on the Application servers and the Database servers. The data is never shared with, used by, or sold to anyone outside rentalcars.com without consent. Customers’ names and email addresses are used by the Sales and Marketing Department to send promotional emails, ‘quote chase’ emails and special-offer emails to clients, via the Dream Mail email system (http://www.epsilon.com).
Data Protection – Privacy
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 hire company, and used partially or in their 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. We reserve 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 survey 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.
The General Information and Terms & Conditions stated are correct at the time of going to press.