How can we help?

While we try to provide our service to everyone who books a vehicle, there may be circumstances where we cannot give you a vehicle. Some of these scenarios are below:

  • If you did not satisfy the driving licence requirements: A valid driving licence must be provided. An international driving licence or an official English translation, by notary, of the driving licence must be provided if the driving licence was issued in a non-roman alphabet. Additionally, the driver must have held the licence for a minimum of one year, evidence is required to be provided to confirm this minimum duration. Please note that these minimum requirements could be longer for some of our special vehicles, such as our Prestige vehicles.
  • If you did not satisfy the identification/security check: you must provide the following documents: The payment card used to make the reservation (plus an additional card is required for certain vehicles), a photographic ID issued within the last 10 years, passports, photographic driving licences, national identity cards and government issued certificates are accepted, proof of address, a recent utility bill or bank statement (driving licences are not accepted as proof of address).
  • If you did not pass the DVLA's licence sharing check
  • If you had Insufficient funds for the pre-authorisation transaction to be processed
  • If you were not within the required age range for the vehicle type
  • If you have any unspent driving convictions
  • If you did not show up at the rental location to collect the vehicle per your reservation details
  • If you refuse to take the vehicle provided and would not accept a replacement vehicle.

Don't forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

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