ON-LINE RESERVATIONS AND CHARGES EXPLAINED
All requested information must be submitted when placing your booking on our website. When our company receives your on-line reservation, you will receive a booking acknowledgement by return via e-mail. So please ensure that all details are correct and valid including the correct e-mail address and a telephone number we can contact you on. We will then send an e-mail that will be your final confirmation on the same day that we receive your rental reservation. If the rental is for a business then we can accept the company card as payment.
DELIVERY AND COLLECTION SERVICE
We endeavour to deliver and collect your requested rental vehicle as advised. However, very occasionally this service may not be able available. In this case, one of our reservation agents will contact you to advise and offer another time or for you or to collect and/or return to branch. Please note that no charges will take place if you cannot accept to collect and return the rental vehicle.
Please also note that if you are contacted to advise the above and you accept to collect and return the rental vehicle offered to the advised supplying branch and then decide to cancel you will not be charged the cancellation fees detailed in our cancellation policy.
In most situations only a pre authorisation on your debit or credit card will be required. It will be required for you to show your driving licence and credit/debit card when the vehicle is supplied to you. Any vehicle requiring re-fuelling will be charged at £1.60 per litre +VAT – applicable to any vehicle returned with less than the fuel quantity it was provided with.
All drivers must be between 21 and 70 years of age for all vehicles (cars, vans, trucks, people carriers) and must have held a full driving licence for 2 years. Vehicles may be supplied outside of the above criteria at the supplier’s discretion. In any event, all drivers must comply with the supplying location’s qualifications.
All rental cars are supplied with comprehensive insurance but subject to excess, reduced excess can be selected if required. Rental cars are subject to £1000 insurance excess. Trucks £1000 vans, people-carriers are £1000 Prestige cars and 4×4’s £2000 unless collision damage waiver is selected. The insurance excess charge becomes payable by the hirer in the event of any damage being incurred during the rental period. In the event of damage to the rental vehicle please notify us in writing immediately – the excess will be charged to the credit or debit card that was given and accepted when making the reservation. Please note, that any overhead height damage to any of the supplied vehicles will be charged for the full repairing costs even if collision damage waiver has been purchased.
COLLISION DAMAGE WAIVER INSURANCE
The hirer can purchase collision damage waiver insurance at a cost as detailed in the booking reservation. When CDW insurance is purchased, it reduces the excess liability of £1000 to £500 on vans, £1000 to £500 on cars. All mini-buses and people-carriers are £2000 to £1000 the same as our 7.5 Trucks. Please note that goods in transit are not covered by the insurance supplied. Exclusions to collision damage waiver are any overhead height damage to any of our vehicles, tyre damage or punctures, glass damage costs, or driving without due care and attention, negligence and dangerous driving in any of our vehicles. All costs incurred by us will be passed onto the customer and charged directly to the credit or debit card that was used when the booking was placed.
Pleases note that any Heavy goods vehicles supplied i.e. 7.5 Tonne Trucks are not supplied with a spare tyre or Jacks. The reason for this is that it is not possible for this type of vehicle to have a tyre changed by an untrained person and the vehicle has to be jacked up by specialised lifting gear. So, if a vehicle of this type is on hire to any of our customers and a puncture occurs, then, it will be the customers’ responsibility to locate a professional tyre replacement company and pay the cost required to replace the damaged tyre. This also applies if a puncture occurs overseas. Imperial Vehicle Hire will not pay any incurred costs relating to this situation or to any theft of any parts on our hired vehicles.
An additional 4 drivers are permitted to drive the rental vehicle requested making a total of 5 drivers. The charges for any required additional drivers are £5-£10.00 per day for any of the vehicles we supply.
Should you need to cancel your reservation then this has to be advised and confirmed by email, prior 72 hours notice incurs a £35.00 +VAT cancellation fee. If we receive your request to cancel less than the 72 hours notice then no refund can be transacted.
CHARGES & FINES
It is the hirer’s responsibility, to pay all congestion charges, DART (Dartford-Thurrock river crossing), toll charges, parking and speeding offence fines incurred by the driver during the rental period. If our company receive notification of an unpaid fine, then we will automatically charge the amount of the fine plus a £35.00 +VAT administration charge to the card used upon booking per offence.
LOSS OF VEHICLE KEYS
In the event of the rental vehicle’s keys being mislaid, lost, or stolen, then our company will charge for the courier charges to deliver the spare keys plus the total cost to replace the missing keys and re-programming of central locking key fob if required.
YOUR REQUESTED RENTAL VEHICLE
Every effort is made to supply the model of the rental vehicle of your choice. However, there may be occasions that a substitute vehicle of the same size and specification may well be supplied in place of the requested vehicle due to lack of availability. In addition, we cannot guarantee a specific colour of vehicle.
Please note that we will not issue any refunds should you return the rental vehicle supplied before the pre-arranged termination time and date.
RENTAL VEHICLES SUPPLIED TRAVELLING TO EEC COUNTRIES
We allow our rental vehicles to be taken abroad to EEC members and European insurance cover is supplied. All vehicles are covered by AA or RAC roadside assistance and recovery service. Under no circumstances will we allow any of our rental vehicles be taken abroad without our prior consent. All customers will be required to leave a deposit before the vehicle leaves. Check the DVLA web site for full details, also tacho cards will be required for buses and trucks .
Please note we do not supply maps, high visibility jackets, warning triangles, breathalyser kits, first aid kits or headlight converters for your journey and you must purchase these at your own cost. Some countries will require you carry certain items to comply with their driving laws – it is your responsibility to fulfil their requirements.
COLLECTION OF DELIVERED VEHICLES
The customer is responsible for the hired vehicle for 12 working hours from the end of hire period, which means any parking fines, clamping charges, and towing away to car park impound site fines will be charged to the customer. Please note no vehicles are delivered or collected on Sundays in which case any hires finishing over the weekend, the 12 working hours start from 0800 on Monday morning. If a delivery driver informs you of a collection time, please be advised this cannot be 100% guaranteed, the period of liability still stands, and if it is essential to know an estimated collection time you should contact the branch directly. Fuel to and from the customers address is chargeable.
RESERVING A VEHICLE
When booking a vehicle online we reserve the right to change your vehicle pickup to the nearest available location if the branch you selected does not have availability. Should you reject the ‘change of branch’, we can offer a Delivery & Collection service to your home or office at a cost. If this is not acceptable for you no charges will be levied.
Our company is confident, that the service we offer to all of our customers will be of the highest standard and that your rental vehicle supplied will be very satisfactory. However, should you wish to lodge a complaint, then this must be submitted via e-mail within 28 days from the end day of your rental period. On receipt of your e-mailed complaint we will then investigate and respond within 7 working days. Please note, that any complaint received later than the 28 days, cannot be accepted.
OUR TERMS & CONDITIONS CAN BE SUBJECT TO CHANGES WITHOUT GIVING PRIOR NOTICE.
Terms & Conditions
All drivers need to be 21-70 years old and have held a full driving licence for at least 2 years. All the details you provide in this booking form are used to organise the vehicle hire requested, in rare cases we may need to arrange the booking with one of our selected vehicle hire partners and will need to share this information with them and only them.
What happens next
1. When we receive your on-line booking enquiry, you will receive a confirmation or decline of the vehicle requested via the e-mail address provided, usually within a few hours (do check your Spam / Junk folder). Providing a telephone number we can actually contact you on is important!
2. In the confirmation email you will get a link to upload an image of your driving license photocard and National Insurance number – we can not arrange vehicle hire without valid driver documents and ID details.
3. When the license details are received and acceptable we will contact you for the vehicle hire payment.
N.B. There are further Terms & Conditions you will need to comply with when you go ahead with the booking. To see the full set of our Terms & Conditions in a new window click here