During rental

​This section should help you with any queries you have relating to renting a vehicle from us. If you have any other questions please do not hesitate to contact us today. 

Frequently Asked Questions

What is a Rental Agreement? ​

The Rental Agreement is the formal contract, signed by Volkswagen Financial Services Rent-a-Car and the customer (renter) at the time of pick up. This document sets out the obligations of each party, is an insurance declaration and contains all terms and conditions. Included is also the ‘owner liability statement’ which transfers liability for any road traffic offences and fines to the renter that are incurred by them during the period of rental.

What happens if the car breaks down or if I have an accident? 

We provide customers with complete 24 hour emergency road-side assistance. The number you would need to call is printed on the rental agreement, the welcome information pack and also on a keyring that will be given to you. In the event of a breakdown or an accident, you will receive prompt assistance.

Can I drive into another country?

We may permit you to leave the UK mainland with the vehicle. This varies according to country of rental, car categories and the countries you wish to visit. Please contact your nearest Rent-a-Car location for further details. A VE103B travel abroad document will be issued if permission is granted at the time of pick up.

Can I tow in my rental vehicle? ​

No, we do not fit towing equipment to our vehicles.

What do I need to do in the event of a loss or theft of the vehicle? 

The first thing will be to call the local police and next, call the location where you collected the vehicle. Please note that you will be liable for the insurance excess in the event that the vehicle is stolen.

What do I need to do in the event of loss of keys?

In the event of loss of vehicle keys, you will need to contact the rental location where you picked up the vehicle. Additional service charges will apply, as the loss of keys is not covered by our insurance and protections.

Do I need to carry out any vehicle maintenance during the rental? ​

Our vehicles are ready to rent once they have successfully passed all the preparation checks. During your rental and according to the mileage run, you will be required to perform customary inspections (oil level, tyre pressure etc.) in accordance with reasonable and prudent use. You should stay alert for any signals from the warning lights on the vehicle’s dashboard and take any necessary protective action. If in doubt at any time, please do not hesitate to contact your renting location for advice.

When do I have to return the vehicle? 

The vehicle should be returned to the agreed rental location at the latest date and time shown on the Rental Agreement document. The rental period will end when you return the vehicle to this location and hand the vehicle keys to the Rental Manager or their representative. We will allow a 60 minute tolerance period at the end of the rental before further charges apply. Please always contact your rental location if you need to extend the booking or if you know you are going to be late for any reason. We will always try our best to accommodate your requirements.

What happens if I'm late returning the vehicle? ​

All rental bookings have a 60 minutes grace period. This is the allowance over and above the end date and time shown on your rental agreement and reservation email. If you return the vehicle before the end of the grace period, no further charges will apply. If you return the vehicle later than the grace period, you will be charged an additional day’s rental.

What happens if I have a fine? 

In the event you receive a fine during your rental, you will be given the fine notice from the police or directly from us that you will have to pay. In addition, you will be charged a ‘fine administration fee’ to cover our costs of administering your fine.

Do I need to fill up my washer fluid and oil level during my rental?

You must routinely inspect the condition of the vehicle, including oil, water, Adblue and coolant levels, front and rear windscreen washer fluid and tyre pressures and take any preventive actions necessary to keep the vehicle in good working order.

If the vehicle is given to you with a low oil level and you are forced to refill it, we will do what we can to reimburse you of the costs.