Your guide to a smooth journey.

Useful contact numbers.
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First Call
Assist ™
europcar.co.uk/privilege
In the event of an accident
or incident call 0800 0280 999
Calling from a non-UK phone?
+44 (0) 116 247 3228
This includes vehicle, tyre, windscreen or glass damage.
Please quote your Rental Agreement or vehicle registration number.
Privilege Club
0-9 hires or 39 days
n Free weekend on third rental,
once a year
n Receive a £10 discount coupon
after your second hire
n
Privilege Executive
10-24 hires or 40 days
n Free weekend on tier upgrade
n Free Upgrade (one category above)
n Free weekend on third hire,
once a year
n Receive a £20 discount coupon
after your fifth hire
To make or amend a booking call Central Reservations:
Europcar: 0871 384 0004*
n
If there is anything else you would like to discuss contact
Customer Services:
Europcar: 0371 384 0235
London Congestion Charge
To pay the London Congestion Charge call: 0845 900 1234
In the event of an emergency call 999
Privilege Elite
25-39 hires or 85 days
Free weekend on tier upgrade
n Free double Upgrade
(two categories above)
n Free weekend on third hire,
once a year
n Free Additional Driver
n Receive a £30 discount coupon
after your fifth hire
More than 40 Hires
Free weekend on tier upgrade
n Free double Upgrade
(two categories above)
n Free weekend on third hire, once a year
n Free Additional Driver
n Receive a £30 discount coupon
after your fourth hire
n Free ToMyDoor service once a year
n Free Priority Pass Membership
n
n
n
n
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Europcar is proud to be associated with the BVRLA, the trade
association for the UK vehicle rental and leasing industry.
Privilege Elite VIP
For full terms and conditions visit europcar.co.uk/privilege
*Calls to 0871 numbers will cost 8p per minute from a BT landline, other networks and mobiles may vary. Calls may be recorded for
training and monitoring purposes. Subject to availability and driver qualification. Visit europcar.co.uk for full terms and conditions.
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A510 27/02 669/6/12/14
Your guide to a
smooth journey.
Important information
Deposit
You will have paid a £250 deposit. Any charges
outstanding after the period of hire will be taken
from the deposit.
• If you pay by credit card these funds will be
authorised which means that the amount
is ‘marked’ against the card but not actually
charged to it. The authorisation therefore reduces
the cardholder’s available credit against their
approved limit. The amount will not appear on
your monthly statement.
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Please note, driving regulations in the UK, require
drivers to drive on the left hand side of the road.
Fines, penalties & speed limits
The hirer of the vehicle is liable for any fines and
penalty charges including parking fines, London
Congestion Charge, bus lane penalties, speeding
fines, clamping release and other traffic offences
incurred whilst the vehicle is on hire to you. An
administration charge will also apply for any fines
incurred, see the Rental Agreement.
Mobile phones
It is illegal in the UK to use a handheld mobile
phone in any vehicle whilst driving.
Smoking
You are not legally permitted to smoke in any of our
vehicles. All our vehicles display a non-smoking sign
on the windscreen. You will be charged a cleaning
fee if you smoke within the vehicle.
Please see our website for details.
Calling from a non-UK phone? Call
+44 (0) 116 247 3228 (See page 6 for details).
Early returns
Fuel
If you return your vehicle early, the full cost of the
booked hire duration will still apply. No refund will
be given.
Your vehicle was supplied with a full tank of fuel,
and you would have been given a choice of the
following options:
Late returns
• To buy a tank of fuel upfront and save time by not
having to refuel.
Always allow plenty of time to get back to the branch,
especially airports. The hire duration is calculated in
24 hour periods, starting from the rental time on the
Rental Agreement. However, we do allow a 29 minute
grace period at the end of the
hire before the start of a new 24 hour period.
Extending your hire
If you want to extend your rental beyond the
agreed check-in time/date, please notify the
rental station at least 2 working hours before
hand, so they can amend your rental accordingly.
Failure to do so will result in a late check-in
fee being applied in addition to the standard
daily rate.
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• Refuel your vehicle and bring it back with a full tank.
• Let us refuel your vehicle on your return.
A surcharge will apply, see terms and
conditions on our website.
Personal belongings
We cannot accept any liability for items that may have been left in the vehicle at the end of the hire.
100
90
80
70
• A
small dent (up to 25mm) is acceptable: unless it has broken the paintwork or is on the
swage line. (Size of a 10p Coin).
Glass & light units
• S
mall glass chips (under 5mm) are acceptable to windscreens and headlamps – please use diagrams below to guide you.
60
50
40
30
• A
small area of stone chipping (up to 5mm) and light surface scratching
(up to 75mm) typical of everyday use is acceptable – please use diagrams
on the right and below to guide you.
20
If you are involved in an incident or accident
during your hire you must call First Call Assist
on 0800 0280 999.
Body & paintwork
10
Monday – Friday 08:00 to 18:00
(closed Bank Holidays)
Saturday 08:00 to 13:00
Sunday CLOSED
We are open on Sundays and Bank Holidays
at major airports and large city locations.
We will need to assess the cost of repair and you
will be charged for any damage unless you have
purchased one of our protection products. This
excludes damage caused by driver misuse.
Normal wear and tear is damage that naturally and inevitably occurs as a result of wear or
aging. We do not regard the below as damage, but as ‘normal wear and tear’, therefore it is
not required to be recorded and you will not be charged. Our team will measure your damage.
Interior & luggage area
• N
ormal wear and soiling through everyday use is acceptable. You will be charged
for any damage including rips and tears or for anything that is broken or missing,
or for the removal of any permanent stains or for smoking.
0
We allow some of our vehicles to be taken overseas
to a select number of European Countries. You will
need to contact the hire branch at least 48 hours
in advance to obtain permission and the required
Vehicle On Hire Certification (VE103B). You will
also need to take our Europdrive Cover, which is
in addition to the hire cost. You are responsible for
being aware and complying with the driving laws
and regulations in other countries.
Our standard opening hours are:
Reporting damage
What is normal wear and tear?
60
Driving abroad
If your vehicle is booked to be collected, it must
be parked in a suitable place to allow collection
at any time up to 8 working hours from the end
of the hire without the imposition of any parking,
clamping, towing or compound charges or you will
be charged. You will remain responsible for
the condition of the vehicle until our team are
able to carry out a full inspection.
Wheels & tyres
• Tyres should have no obvious damage caused through kerbing or abuse.
50
Familiarise yourself with the vehicle – make sure you
know where the controls for essential instruments
such as headlights, hazard warning lights & horn are
situated and the type of fuel. For further information
check the Vehicle Instruction Card – this can be
found on the vehicle’s sun visor detailing basic
operating instructions. Should you require further
assistance, please contact your nearest hire branch.
Please note, that for payments made by credit/
debit card, it may take up to 10 working days for
your bank to release/refund the deposit. All
cheques will be sent within 10 working days of the
end of the hire period.
Collections
You can return your vehicle at some of our branches
even when closed using our secure key drop-off
box. Please check the opening hours of the branch
and whether this service is available beforehand.
You will remain responsible for the condition of
the vehicle until it can be inspected by a member
of our team. When parking, ensure the vehicle is
parked legally in a safe, well-lit area and if using a
parking meter, ensure that you pay for at least eight
working hours.
• W
heel Rim and Wheel Trim scuffing (up to 40mm total area is acceptable) excluding main
wheel body scuffing or wheel distortion.
40
Let us know about any damage that is not recorded
– If there is any damage on your vehicle that is not
listed on your Rental Agreement you must inform us
immediately, ideally in person, before you leave the
branch. If you did not pick up your vehicle (or were
not present when it was delivered) and find any
unrecorded damage, please call First Call Assist on
0800 0280 999 – you will need to quote your Rental
Agreement or vehicle registration number. Calling
from a non-UK mobile? Call +44 (0) 116 247 3228
(See page 6 for details). This must be done within
24 hours of the vehicle being collected/delivered.
Failure to report damage will result in additional
charges later.
• If you pay by cash, a cheque will be issued and
sent to the hirer’s address after the hire period.
Out of hours returns
Let us know about any damage that is not recorded - If there is any damage on your vehicle that is not listed
on your Rental Agreement you must inform us immediately, ideally in person, before you leave the branch.
If you did not pick up your vehicle (or were not present when it was delivered) and find any unrecorded
damage, please call First Call Assist on 0800 0280 999 – you will need to quote your Rental Agreement or
vehicle registration number. Calling from a non-UK mobile? Call +44 (0) 116 247 3228 (See page 6 for details).
This must be done within 24 hours of the vehicle being collected/delivered. Failure to report damage will
result in additional charges later.
Copy of invoice
Our damage policy has been developed in partnership
with RAC to ensure it is fair and transparent.
If you require a copy of your invoice go
to europcar.co.uk.
30
• If you pay by cheque this will be cashed and a
refund cheque will be issued and sent to the
hirer’s address after the hire period.
20
Check your Rental Agreement – this includes
a section for us to record the damage we have
identified when we prepared your vehicle. You must
ensure your Rental Agreement has all the damage
listed.
Please refer to the guidelines below when returning your vehicle or leaving it for collection.
You are responsible for the condition of your hire vehicle and it should be returned in the
condition it was provided at the start of the hire. You will be charged for any damage to the
vehicle that is outside of our normal wear and tear policy. The level of cover you have taken
will determine the amount of which you are liable and you should check your excess amount.
This will include any cost incurred should the vehicle need roadside recovery in the event of
an incident.
10
• If you pay by debit card the amount will be
blocked in your account and released once the
rental has ended within 10 working days
0
Check your vehicle carefully for damage such as
scratches on the bodywork – this will help to ensure
there are no additional charges later.
Assessing damage.
Surface paint scratch 75mm
Please read your Rental Agreement in full to understand your obligations.
Returning your vehicle
back to our branches.
Wheel rim scuff 40mm
Before setting off.
Stone & Glass chip
5mm
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Dent 25mm