Frequently Asked Questions

FULL TERMS & CONDITIONS, SPECIFIC TO HIRE, CAN BE PROVIDED UPON REQUEST OR SEE: http://dhcullen.com/index.php/main/pages/terms-and-conditions

 

Q: What paperwork do I need to provide?
A: Before hire can commence, we require copies by email, of the driving license photo-card and DVLA licence check codes (for all named drivers). In addition we require a proof of address of the payee and a bank / card statement showing the payees account details and home address. Originals must be produced on the day of hire. 

Q: Are there age restrictions?
A: To hire any of the cars you must be between 28 and 65 years of age, however those just outside ths bracket may still be covered depending on your circumstances - this may be subject to an additional charge. All drivers must have held a full license for a minimum of two years.

Q: I don’t have a clean drivers license, is this a problem?
A: Not if you have no more than 6 current points on your license (subject to approval on completion of the relevant insurance proposal form). Any convictions for drink or drug driving, dangerous or careless driving within the past 5 years will not be accepted.

Q: What is the security & excess deposit for?
A: It acts as security until the vehicle is returned and is pre-authorised on a debit / credit card. The deposit is also the excess amount, and is the total liability you will have in the unlikely event damage is caused. Please note this is only applicable if the accident is your fault. If a third party is proven to be at fault you will have no liability but we will retain your deposit until the third pary insurers have settled for the claim. Please note, all damage that occurs due to vandalism or break-in will come under your liability.

Q: Can I reduce the Excess? 

A: In some cases the excess may be reduced, if required, by paying an excess waiver fee. Full details will be given at the time of hire. 

Q: What happens if i just cause a small amount of damage, do I loose my entire deposit?
A: No, you only pay for the damage you have caused up to the total deposit amount you have covered. If the damage is £500 you pay £500. If the cost of repair exceeds the excess deposit you would lose the total deposit. 
 
Q: What is classed a damage?
A: Damage includes; dents, scratches, cracks, kerb damage to wheels, excessive stone chips, stains, burns, tears, mechanical damage from abusive driving, excessive tyre wear.

Q: Can we have more than 1 driver?
A: Yes, an additional driver can be added as long as they fit in with the same criteria as the first driver and subject to our insurer’s approval to a maximum of 4 drivers.

Q: Is my mileage limited?
A: Yes all include a minimum of 100 miles per day but some vehicles may include more or even unlimited mileage. All extra miles will be charged for at the relevant rate. Please check what is stated in the individual vehicle details on the website or when making an enquiry.

Q: Are there any additional charges apart from the basic rental price?
A: Additional charges to your basic hire rate may include: Excess Reduction, Delivery & Collection, Excess Miles, Additional Drivers, Booking & Cancellation, Damage Repair, Late Return, Child / Booster Seats, Portable Sat Nav Equipment (all subject to VAT).

Q: What if my specific vehicle is not available?
A: In the unlikely event your vehicle becomes unavailable due to unforeseen circumstances such as breakdown / damage then we reserve the right to substitute another alternative (any variation in cost will be reflected either way) or provide a refund. Please note that we are unable to guarantee the colour.


Q: How is fuel provided?
A: At the start of your hire the vehicle will be provided with a full tank of fuel and you must return it the same. In circumstances where it is part-full it will be recorded, agreed and returned at the same level. Any short-fall in fuel returned will be charged for plus an admin fee.

Q: What happens if I breakdown?
A: All vehicles are covered by breakdown assistance. In the event of a breakdown contact us immediately and we will oversee the prompt arrival of the relevant assistance to get you back on the road as quickly as possible. If it is more serious, then recovery / replacement of the vehicle or collection of passengers will be arranged.

Q: What is included in the hire price on the website?

A: Fully Comprehensive Insurance cover & a minimum of 100 miles per day. Please note website prices exclude UK VAT at 20%.

Q: When do I need to pay?

A: The cost of the hire and the full Security & Excess Deposit is payable at the start of the hire. On return of the hire vehicle, we will include any additional services and charges incurred, subject to a final audit and either charge or refund as appropriate.

Q: How can I pay?

A: You can pay for your hire using a Debit / Credit Card. The Rental Agreement will be in the name of the payee on the card used with named drivers listed as required. Please note, that at the moment we are unable to accept American Express or Diner's Club. 

Q: I need to drop off the car at a different location or early , can I do that? 

A: Yes this is possible upon request, however please bear in mind that the appropriate collection charge will be payable and minimum hire period charges will apply. If you have already picked up your vehicle and would like to change the return location, time or date, you will need to call us on +44 (0) 20 79 247 468.

Q: What happens when I return the vehicle? 

A: A member of staff will check the vehicle condition, mileage and fuel with you. You will then be sent an invoice detailing any additional charges.

Q: I am going to return the vehicle later than agreed, what will happen?

A: If you need to extend your hire you must call us as soon as possible on +44 (0) 20 79 247 468. Late return of a vehicle will result in a charge and this may be for an additional days hire.