Frequently asked questions, help and support

Collecting my rental vehicle

Everything you need to know about collecting your hire vehicle from one of our branches.

  • Permits towing.  Additonal hire charges may apply, and the consent of Dorset Vehicle Rentals must be given prior to the rental of the vehicle.  Any trailer in excess of 750kg must be braked.  Please note Dorset Vehicle Rentals insurance policy does not cover your trailer, or goods carried.  You must check your driving licence to see that you have the correct category to tow.

  • Permits towing.  Additonal hire charges may apply, and the consent of Dorset Vehicle Rentals must be given prior to the rental of the vehicle.  Any trailer in excess of 750kg must be braked.  Please note Dorset Vehicle Rentals insurance policy does not cover your trailer, or goods carried.  You must check your driving licence to see that you have the correct category to tow.

  • Permits towing.  Additonal hire charges may apply, and the consent of Dorset Vehicle Rentals must be given prior to the rental of the vehicle.  Any trailer in excess of 750kg must be braked.  Please note Dorset Vehicle Rentals insurance policy does not cover your trailer, or goods carried.  You must check your driving licence to see that you have the correct category to tow.
  • Goods operator licence required for any vehicle over 3.5tonne, when driving for business use. Our 18tonne vehicles cannot be driven on a standard UK driving licence.

  • You will need to provide:

    i. Your name

    ii. Your home address

    iii. Telephone numbers - a landline (if you do not have one you can provide your work number, a relative or friend's landline number) and a mobile number

    iv.  Email address

    v.   Your occupation

  • You will need to provide:

    i. Your photocard (or pre-photocard paper driving licence)

    ii. Your national insurance number

    iii. Proof of identity, a utility bill or bank statement (no older than 3 months old with your home address on it)

    iii. Your postcode

    iv. A credit or debit card to pay for the vehicle hire.  Note: the cardholder MUST be present.

    Please note that if multiple people are driving a hire vehicle they will also need to provide items i, ii, iii and iv as listed above.

  • YES! The 'cardholder' and/or driver must be present when you come to collect the vehicle from your chosen branch. The credit card details are put in online and payment is taken to secure your online booking.

  • It is normal to collect the rental vehicle from your nearest Dorset Vehicle Rentals branch, but if you do require delivery and/or collection this is a service that is sometimes available. Please arrange at time of booking, but please note extra costs are involved for this service.

  • Yes we do.  A £100.00 refundable deposit is required by our insurance company.  This is payable at the branch when you collect your rental vehicle.  This may be paid by cash, debit or credit card, but please note if you are paying by card it may take between 3 to 10 working days to go back on to your card (depending on your bank).  The deposit will be refunded to you  when the vehicle is returned, providing there is no new damage, has the same amount of fuel in it (as when you took it), and the vehicle is returned on time. 

  • Some of our locations have facilities for our vehicles to be returned out of trading hours.  Please confirm at time of booking or vehicle collection.  If this service is available the hirer remains responsible for the vehicle until it is checked in by a member of staff on next the working day.

  • The Ultra Low Emission Zone now operates in London 24 hours a day, seven days a week, every day of the year to improve the air quaility in London.  This covers the same area as the Congestion Charge.  Vehicles will need to meet the ULEZ emmision standards or their drivers will be charged a daily rate to drive with in this zone.  Please state at time of booking your vehicle, that you intend to drive with in the ULEZ area.

  • The congestion charge is a daily charge for driving a vehicle with in the London charging zone between 07:00 and 18:00 Monday to Friday.

  • If you get caught speeding, illegally parking, driving in a bus lane, failing to pay the London Congestion Charge or any other offence whilst caught driving a Dorest Vehicle Rental vehicle, your details will be forwarded to the enforcing authority, plus we will charge you an additonal £25.00 plus VAT adminsitration fee for each and every offence.

  • If you are involved in an accident, please telephone Central Reservations on 08000 51 52 53 immediately.

  • No pets are not allowed in our hire vehicles.  Pet owners will incur an additional charge for any damage caused by animals, or any special cleaning required as a result of shedding or accidents.

Paying for my rental vehicle

Everything you need to know about paying for your hire vehicle.

  • We accept payment of the hire and the deposit by Debit Card or Credit Card - all major credit cards accepted. Payment and deposit must be made in full before commencement of the hire. Please note that when paying your deposit that some banks and credit card providers can take up to 3 - 10 working days to return your money to your account.

Insurance and damages for my rental vehicle

Everything you need to know about insurance and damages for your hire vehicle.

  • Yes, all our vehicles are insured by ourselves, and it covers you the hirer to drive on the Public Highway. It is a Fully Comprehensive Insurance Policy with Excess from £500 depending on which rental vehicle you are hiring. Please ask the Rental Advisor at time of booking.

  • Yes, Collision Damage Waiver reduces your excess contribution in the event of a Motor Accident. By paying a small additional charge the insurance excess can be reduced. However this figure may change depending on driving endorsements, driving experience, the intended use of the vehicle, and previous accidents. Ask the Rental Advisor at time of booking your vehicle. Collision Damage Waiver does not cover:-  All Glass, tyres, damage caused above Window/Windscreen on a vehicle. Damage caused to a vehicle whilst not on the public highway. Theft of Vehicle. Acts of vandalism. Malicious Acts. Damage caused by the negligence of the driver (e.g. racing or driving whilst under the influence of drink or drugs). If terms and conditions of the rental agreement are breached.

  • Yes, as windscreens are easily damaged and the cost of replacing a damaged windscreen is increasing significantly each year. Many windscreens are now heated, increasing costs even more. As the hirer of the vehicle you are responsible for any damage caused to the windscreen whilst the vehicle is in your possession. By accepting our Windscreen Damage Cover, you can reduce your Windscreen Excess from as much as £1500 (dependent on vehicle hired) down to £50.

  • In the unlikely event of breakdown the hirer is asked to contact 08000 51 52 53 - this number in manned 24/7. Please have the registration plate details of vehicle you are hiring handy and you will be asked to confirm the make and model of vehicle.  A telephone number will also be issued when you collect your hire vehicle, please check your Rental Agreement for details.  Every effort will be made to get you back on the road as soon as possible.

Additions to my hire

Everything you need to know about adding extras to your hire agreement.

  • Yes, subject to prior approval Dorset Vehicle Rentals vehicles may be taken outside the UK.  Additional charges will apply for European Recovery, and for the extra documentation to take the vehicle outside of the UK.  All hire vehicles will need a letter of authorisation to take the vehicle abroad.  It is the hirers responsibility to check what documentation, and equipment is required.  Dorset Vehicle Rentals can not be held responsible for any fines or penalties imposed.

    France has introduced a 'clean air' scheme for some cities, known as CRITAir.  Please check before travelling, as you must display a sticker on your hire vehicle to show what emmissions the vehicle produces. See https://www.rac.co.uk/drive/travel/driving-abroad/

  • Yes you can, however additional charges my apply, and Dorset Vehicle Rentals consent must be given prior to rental of the vehicle. Any trailer in excess of 750kg must be braked. Please note, the Dorset Vehicle Rentals Insurance Policy does not cover your trailer, or goods carried. You must also check your driving licence to see that you hold the correct vehicle category to tow,  i.e. B+E, C1+E or D1+E.

  • Yes you can have as many additional drivers as you may require. All drivers will need to show their Driving Licences ( National Insurance Number and Proof of Identity) and be present when the vehicle is collected - a small charge is made for each additonal driver.

  • Yes, hirers must inform Central Reservations  on 08000 51 52 53 or the local branch which they have hired their vehicle from if they wish to retain a vehicle beyond the agreed time or date of return. Failure to do so may result in the hirer driving a vehicle without insurance.

  • Yes, all fuel used in the hire vehicles is the hirers responsibility. You must return the rental vehicle with the same amount of fuel that it had in it at the start of the hire. Refunds will not be given for excess fuel.

How old do I need to be to hire a vehicle?

  • Between 21 and 75 years, having had a full clean UK driving licence for 2 years.

  • Between 25 and 75 years, having had a full clean UK driving licence for 2 years.

What ID do I require to hire a vehicle?

  • You will need a recent utility bill (no more than 3 months old), bank statement, or council tax bill, as well as your own driving licence.  If you are a non-UK licence holder, you will be asked to produce your passport as another form of ID.

Which vehicles can I hire on my licence?

  • Cars, 4x4s, MPV's, and Light Commercial vehicles up to and including the maximum weight of 3.5tonne, and no more than 8 passenger seats.

  • Commercial vehicles up to, and including the maximum weight of 7.5tonne. Hirers must of passed their test prior to January 1997, or hold the relevant categories on their driving licence. A Operators Licence in required for business use.

  • Minibuses no more than 16 passenger seats. Hirers must of passed their test prior to January 1997, or hold the relevant categories on their driving licence.

  • Permits towing.  Additonal hire charges may apply, and the consent of Dorset Vehicle Rentals must be given prior to the rental of the vehicle.  Any trailer in excess of 750kg must be braked.  Please note Dorset Vehicle Rentals insurance policy does not cover your trailer, or goods carried.  You must check your driving licence to see that you have the correct category to tow.

Questions about my licence

  • Yes, foreign licence holders must be in the possession of a national and (where required) an international or European driving licence. Restrictions may apply to some licence holders. If you are a temporary visitor to the UK, you may drive up to 12 months on your non-UK driving licence. We would prefer it that you have national, an international or European driving licence. If you do not have a driving permit for the UK, you will be asked to provide evidence that you are a temporary visitor and that you have not been in the UK for longer than 12 months.

  • As a general rule, up to 6 points within the last 3 years is acceptable, for offences such as speeding, parking or construction and use. If you have endorsements for driving whilst under the influence of alcohol, or drugs, or driving with no insurance, it is recommended that you contact Central Reservations on 08000 51 52 53 or if you have been banned from driving within the last 10 years. If you have been banned or have more than 6 points on your licence - you may still be able to hire, but subject to conditions.

International vehicle hire

  • Can I take your vehicles abroad?  Yes, subject to prior approval Dorset Vehicle Rentals vehicles may be taken outside the UK.  Additional charges will apply for European Recovery, and for the extra documentation to take the vehicle outside of the UK.  All hire vehicles will need a letter of authorisation to take the vehicle abroad.  It is the hirers responsibility to check what documentation, and equipment is required.  Dorset Vehicle Rentals can not be held responsible for any fines or penalties imposed.

    For a quotation please telephone Adam or Michael at Central Reservations on 08000 51 52 53 or email bookings@dvr.uk.net

    France has introduced a 'clean air' scheme for some cities, known as CRITAir.  Please check before travelling, as you must display a sticker on your hire vehicle to show what emmissions the vehicle produces. See https://www.rac.co.uk/drive/travel/driving-abroad/

It's all here in black and white (and green)...

But if you need some help just give our friendly hire team a call on 08000 51 93 94

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