UK Van Hire Guide

Here are answers to the more common questions about van hire / rental. Use this section is guidance only.
Booking Stuff
Payments
Paperwork and Insurance
Accidents, Breakdowns and Repairs
Driving the Van
About the Vans

Booking Stuff

Question:  What is my booking reference?
Answer: Your booking reference is an alpha/numeric reference which you will receive at the time of booking. This makes it easy for Van Hire 3000  team to identify you when communicating with you or the supplier regarding your booking.

Question:  What do I do I have lost my booking reference/ voucher?
Answer: Please call one of Van Hire 3000  team on 0800 358 7703 who can assist you in locating your booking reference. If you already have your reference, but need a copy of your voucher, they will be able to assist you with this also.

Question:  What if I have not received my postal confirmation voucher?
Answer: Van Hire 3000 normally sends out vouchers by email. If you would prefer a postal confirmation voucher or fax copy please contact us on 0800 358 7703 and they will be happy to arrange this.

Question:  What if my details are incorrect on my voucher?
Answer: Please call one of Van Hire 3000  team on 0800 358 7703 or email the request with your booking reference to reservations@vanhire3000.com who will be happy to assist in correcting the details.

Question:  How can I add extras onto my booking?
Answer: Please call a member of vanhire3000 team on 0800 358 7703 who will be happy to assist you in updating your booking or email your request to reservations@vanhire3000.com making sure you include your booking reference number

Question:  How can I extend my rental?
Answer: If you have not yet collected the van - please contact a member of vanhire3000 team to assist on 0800 358 7703 or by email on reservations@vanhire3000.com. If you have already collected the vehicle - It is possible to do this with the supplier locally; although this will be charged at the local rate which can be higher than that you have already paid. It is sometimes possible for vanhire3000 to arrange this on your behalf so you benefit from the same daily rate you are paying, so please contact one of vanhire3000 team who can follow this up for you using our Freephone number, 0800 358 7703.

Question:  What if I need a vehicle over a major holiday period?
Answer: When renting over a major holiday period, Van Hire 3000 suggests that you try and book your vehicle as far in advance as possible as  availability does become more scarce & prices do rise. By booking earlier it is possible to secure the best deal.

Question:  I need a child seat - are these guaranteed?
Answer: It is important to allow us as much time as possible to confirm them with the suppliers, so please try to let Van Hire 3000  know at least a week in advance. Please note that you will be required to fit child seats yourself. For older children it is advisable to take your own booster seat with you when travelling.

Question:  Do you cater for disabled drivers?
Answer: In certain locations, with certain suppliers specialised vehicles may be available. Please contact Van Hire 3000  team on 0800 358 7703 or email reservations@vanhire3000.com for further information regarding this.

Question:  I've been told my van is 'on request' - what does this mean?
Answer: When a van group is on request this is likely to be due to a limited amount of these vehicles in the fleet, so Van Hire 3000  need to contact the supplier to confirm availability. You will be contacted within 48 hours to advise of any problems should they arise.

Question:  Can I do a one way rental?
Answer: One way rentals are usually possible. Please note that a fee sometimes applies for a one way rental which will normally be paid to the supplier directly when collecting the van. If you are having difficulties with your request online, please call a member of vanhire3000 team on 0800 358 7703 who will assist you with your booking.

Question:  Can the vehicle be delivered and/or collected?
Answer: In selected locations this service is available - this should be requested at the time of booking. There will normally be an additional charge for this service. Please note - it is not usually possible to get deliveries to or collections from private residences. For more information please call on 0800 358 7703 or email reservations@vanhire3000.com

Question:  Is mileage always unlimited, if not, when isn't it?
Answer: In most cases your rental will include unlimited mileage. The mileage policy will be clearly shown at the time of booking and on your rental documentation. Should you have any further questions regarding this, please do not hesitate to contact a member of Van Hire 3000  team.

Question:  How do I know where to find the supplier?
Answer: Your voucher will clearly state the address of your vehicle supplier. If an airport pick up it will state whether or not the operator has a desk in the terminal. Some airport operations are ‘meet and greet’ and this will be clearly stated on your voucher if this is the case. Van Hire 3000  will be happy to assist in the event you cannot locate the office and can be reached via Van Hire 3000  freephone help line on 0800 358 7703

Question:  What do I do, I have not received my confirmed voucher by email?
Answer: Please either call a member of vanhire3000 team on 0800 358 7703 quoting your reference or email reservations@vanhire3000.com again quoting your reference and a member of vanhire3000 team will be happy to assist. If you have received your confirmation email but there is no voucher attached please click the link in the email and print out your voucher

Question:  The rental company did not have a record of me - what should I do?
Answer: Please contact a member of Van Hire 3000  team as soon as possible using our Freephone number 0800 358 7703


Question:  Can I book a van for today?
Answer: This will be possible at certain locations, many of which will be available to book on-line. If you are unable to make your booking on line, please call a member of Van Hire 3000  team on 0800 358 7703 who will be able to assist with your query.


Question:  What happens if I can't find the vehicle I want to rent?
Answer: In order to make sure Van Hire 3000  site is user friendly, not all vans will always be shown on the internet, although we always endeavour to show you the best deals. Please call one of Van Hire 3000  team on 0800 358 7703 who will be able to discuss alternative vehicles available with you.  

Question:  Can I take the vehicle out of the country of rental?
Answer: At the moment we only select vans for hire from UK operators.

Question:  The office is closed when I need to collect the van - what can I do?
Answer: Please call one of Van Hire 3000  team on 0800 358 7703 who can assist you with a solution. It may be possible to arrange an out of hours pick up with the supplier, however there is normally an additional fee payable locally for this service.

Question:  Why must I speak to a member of your team to cancel?
Answer: We find it important to speak to the customer to ensure that the booking really needs to be cancelled or if there is a better solution. It also prevents bookings being cancelled in error.

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Payments

Question:  Is it safe to book with a credit card on the website?
Answer: Yes. The Van Hire 3000 website has been certified as part of the VeriSign Secured Seal program. This means your credit card and other confidential information is protected with industry leading SSL encryption. For more information please see www.verisign.com

Question:  Why has the price has changed since I last checked?
Answer: Van Hire 3000 has a dynamic pricing policy & prices are subject to change at any time. Unfortunately we cannot honour prices previously seen unless you have a quote held with that price.

Question:  A lot of companies charge for amendments - do you?
Answer: Van Hire 3000 currently offers it's customers free amendments, giving you peace of mind should your travel plans change.

Question:  What is an out of hours fee?
Answer: Sometimes an operator will agree to open outside normal working hours for you. If so there may be a an out of hours charge to pay.

Question:  How are van hire 'days' calculated?
Answer: Van Hire works on a 24 hour clock, so if you rent from 10am Tuesday to 10am Wednesday this is considered 1 day. If you rent from 10am Tuesday to 1pm Wednesday you have then passed 24 hours and have therefore entered a second day of rental and will therefore be charged for 2 days rental. Please check your times carefully when booking as times can have a big impact on price.

Question:  What will I need to pay for locally?
Answer: Whilst Van Hire 3000 provides inclusive rates, there are occasions where there will be fees payable locally. You will need to pay locally for any additional extras, for example, additional drivers, child seats etc or additional services such as domestic one ways, additional insurances. Any mandatory fees (non extras) payable locally will be clearly shown when booking and on rental documentation.

Question:  I have been charged by the supplier - what is this for?
Answer: There can be a number of reasons for local charges, including but not limited to: - refuelling charges, additional extras, damage to the vehicle. When you collected your vehicle you may have purchased and signed for some of these. Your documentation from the supplier should list the charges made. Should you be unable to understand the documentation, please contact Van Hire 3000  customer service department who will be happy to assist you. Naturally to do this we will need to contact the supplier & pass on your comments which may take up to 28 days. Please contact Van Hire 3000  customer service department on 0800 358 7703 or by email customerservice@vanhire3000.com with any questions.

Question:  What is the Traveljigsaw Damage Excess Refund product?
Answer: With almost all car rentals you will be required to leave a security deposit for your vehicle. UK vans selected through our web site are covered by Van Hire 3000 who are part of Traveljigsaw. Traveljigsaw offers a damage Excess Refund product which, if purchased, should you then be charged all or part of your deposit, (in the event of damage to the vehicle), by the supplier then you will be able to reclaim this amount from Traveljigsaw subject to terms and conditions. In order to claim this you will need to send vanhire3000 customer service department a copy of the supplier accident report form, (this should be completed before completing the rental) a copy of your vehicle check in & check out documents which clearly show the new damage being charged for,  evidence of payments deducted on your credit card. In the event a 3rd party is involved in the accident then a copy of the police report must also be forwarded to Traveljigsaw to validate your claim.
These documents must be sent to vanhire3000’s customer service department within 28 days of the rental finishing. If accepted by Traveljigsaw your liability to pay for the damage with therefore be, limited to the cost you paid for the damage excess refund product.
In common with the car rental company's policies, Traveljigsaw cannot refund charges against items excluded in the provisions of the rental agreement. Full details of the exclusions to the cover will be available from the supplier when collecting the vehicle & should be shown on your rental documentation, as these differ between suppliers, however some common exclusions include (but are not limited to):

• Damage caused to the windows, windscreen, interior, wheels &/or tyres, the roof or underside of the vehicle
• Where the driver is under the influence of drugs &/or alcohol
• Where the driver was not a named driver on the rental agreement
• Towing charges or damage caused by the rental vehicle being towed by an unauthorised third party
• Off road time as a result of damage
• Where the vehicle has been driven negligently or without due car & attention, including driving off road & on un-tarmacked roads

Please note the Damage Excess Refund Product does not cover damage to contents or people in the vehicle. The Damage Excess Refund Cover only covers for one incidence of damage on the entire rental duration, so in the event that the vehicle is (or the vehicle & a replacement vehicle are) involved in two collisions / incidents & two individual charges are made then the Damage Excess Refund Product will only cover for the first instance of damage. The damage excess refund cover will not apply in the event of theft of the vehicle. For further information regarding this product, please do not hesitate to contact a member of the vanhire3000 team at 0800 358 7703.

Question:  What happens if I find a better price?
Answer: Van Hire 3000 works very hard to secure the best possible prices for van hire and will their best to beat any like for like price.


Question:  Is it possible to reduce the vehicle excess?
Answer: It is normally possible to reduce the excess on the vehicle by purchasing additional insurance from the supplier locally. Such insurances are sometimes called Master Cover or Super CDW & can reduce the excess down to anything as low as zero in some cases.

Question:  I have previously bought the Damage Excess Refund product for car hire - can I get this cover for van hire?
Answer: Currently Van Hire 3000 do not offer the Damage Excess Refund product for van hire.

Question:  I returned my vehicle early - can I have a refund?
Answer: Unfortunately Van Hire 3000 are unable to refund any unused days or make refunds on vehicles returned early.

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Paperwork and Insurance

Question:  What paperwork do I need to take to collect the vehicle?
Answer: When collecting the vehicle the principal driver will need to bring the rental voucher, their full driving license (both parts if a UK license) and a credit card in the name that they used to make the booking. It is often useful to bring a further means of identification - e.g. a passport and maybe a utility bill. A deposit will be taken from your credit card before you leave - usually £200-£300. This will be cancelled on the van's safe return.

Question: Can I drive a van on a car license?
Answer: As long as themaximum gross (loaded)weight of the van is not more than 3.5 tonnes, you can drive a van on a car license. Almost all rental vans fit this category, so you should have no problems. Anyone wishing to drive a 7.5t truck will need Category C1 entitlement on their licenses. If you took your car test before 01/01/1997, you should already have this. Anyone who has taken their car test since 01/01/1997 will need to take a separate category C1 test.

Question: What is Van Hire Insurance?
Answer: Van hireinsurance is normally provided on the same basis ascar hire insurance in the UK. There are two elements to the insurance, namely Third party insurance (you are covered for any damage to other vehicles and resulting injuries to other parties) and Collision Damage Waiver (also known as Loss Damage Waiver) - this limits your liability for the van you are renting to a fixed amount . Tyres, glass and sometimes roof damage (i.e. driving into something that is too low for your van) are not always covered by any insurance policy and you may be liable for the full cost of repairing the damage.

Question:  Can I drive my vehicle off road?
Answer: Insurance does not usually cover taking vehicles, including four wheel drives off road or onto unadopted roads, so we recommend you do not do this as it may invalidate your insurance.

Question:  What are the minimum and maximum ages to rent a vehicle?
Answer: These may differ between rental companies. You will be advised at the time of booking about the restrictions in place, and this will also be shown on the rental documentation. If you are aged under 25 or over 65 and are at all in doubt, please do not hesitate to contact one of Van Hire 3000 team on 0800 358 7703 who can run through all the available options with you.

Question:  What do I do if I have points on my license?
Answer: It may still be possible to rent a van, depending on what the points are for and when they were received. Please contact a member of Van Hire 3000  team on 0800 358 7703 or reservations@vanhire3000.com who will be able to check with our van rental partners whether they will accept a booking with your endorsements.

Question:  Why do I need to sign an agreement locally?
Answer: Van Hire 3000 acts as a van rental broker. Bookings made through vanhire3000  are subject to, firstly, our own terms and conditions. These cover your agreement with vanhire3000 and will be provided with your rental documentation, as well as being available on our website. You will be required to sign a rental contract with the rental company which supplies the vehicle. You should satisfy yourself that you understand (and agree) to the terms and conditions of the contract. If you have any further questions regarding this, please do not hesitate to contact a member of vanhire3000 team on 0800 358 7703.

Question:  Is personal accident insurance included?
Answer: In most cases personal accident insurance is available with the supplier directly when collecting the van and can be purchased locally. Where Van Hire 3000  have negotiated rates including this, it will be shown on the inclusions when booking and on your rental documentation. Please note, personal accident insurance may already be included in your holiday insurance policy so please check it carefully.

Question:  Can I rent a van if I don't have a credit card?
Answer: Most rental companies require a credit card in the lead driver's name for the security deposit. If you do not possess a credit card in your own name, please call Van Hire 3000  team on 0800 358 7703 who can check with the suppliers in the location you are renting at to see whether any can accept a cash deposit.

Question:  What is included in my rental?
Answer: Inclusions will differ between suppliers but as a rule will normally include the following: Unlimited miles, third party liability insurance, collision damage waiver, theft protection, premium location fees & local taxes. The inclusions for your particular rental will be clearly shown when booking and also on your rental documentation. If you have any questions, please do not hesitate to contact a member of Van Hire 3000 team on 0800 358 7703

Question: What about late returns?
Answer:You must inform your rental company if you are going to return the van later than the time specified in your rental agreement, you may incur extra charges even if you're only an hour late.

Question: What about fines and penalties?
Answer:You are responsible for the cost of parking fines or any other penalties whilst the van is on rent to you.

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Accidents, Breakdowns and Repairs

Question:  What should I do if the van breaks down?
Answer: In the event of any mechanical difficulties it is important that you advise the local van rental company as soon as possible, (within 24 hours). The van rental company must give authority to replace or repair a vehicle. In the event of any unresolved difficulties, please do not hesitate to contact a member of Van Hire 3000  team. Please note it is not advisable to leave your vehicle in the event of a break down as contents are often not covered.

Question: What if I accidentally put petrol in instead of diesel?
Answer: Stop as soon as you realise your mistake and call out Van Hire 3000’s breakdown service. They will pump out the incorrect fuel and provide you with enough diesel to get you to the next garage. You are likely to be billed for any recovery or repair costs, as it was your fault.

Question: What happens if I get caught speeding in a hired van?
Answer: If you are caught speeding in a hired van, Van Hire 3000 will provide your details to the police when requested and you will receive the normal penalty for the offence. By driving a vehicle you take responsibility for it.

Question: What happens if I get a puncture in a hire van?
Answer: Most van wheels are basically the same as car wheels and the procedure for changing them is similar. Your van should have a spare wheel and the necessary tools for changing a wheel - if it does not or if you are not happy doing it, call out Van Hire 3000’s breakdown firm. There are some wheels you should not try to change. Do not try to change the rear wheels on a van with twin rear wheels and do not try to change the wheels on a 7.5 tonne lorry - if done incorrectly this can be very dangerous. If you are not sure what you are doing, do not do it.

Question: What do I do in event of an accident?
Answer: If anyone is hurt or if there is any damage to other vehicles, notify the police immediately and make sure you get an incident/crime number.Get the names, addresses, telephone numbers and vehicle registration numbers of all third parties involved in the incident. Also, get details of witnesses if possible. Do not admit any liability at the scene of the accident. Notify Van Hire 3000 within 24 hours. Ensure that any mail you receive relating to the accident is forward immediately to Van Hire 3000. You may also need to provide further assistance to your hire company, including court appearance/police statements. Failure to follow your hire company's rules in the event of an accident can result in you being liable for the entire cost of the damage/loss, including third party costs.

Question: What to do if your hire van is stolen?
Answer: Contact the police immediately and get a crime reference number. Assist them in any way reasonably possible.. Report the theft to the van rental company as soon as possible - certainly within 24 hours.

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Driving the Van

Question: Any Van Driving Tips?
Answer: When collecting your hired van a vehicle report form will be provided and you will be asked to sign to agree that the vehicle is clean, the mileage reading is stated correctly and that any damage to the van is recorded correctly. If you have any discrepancies discuss them with a member of staff before you leave. Before you drive it is essential that you familiarise yourself with the vehicle and its controls. If you are unsure about the controls ask the rental assistant. Legislation now requires all occupants of the vehicle to wear correctly fitted seat belts. Know the height of your hire van. Car parks often have height barriers. These may be too low for most panel vans and all Lutons. Know the width of your hired van.
Take it easy  remember that the hired van, especially if it's loaded, is wider, longer, heavier slower to stop and less stable than a car. Before starting your journey check that the rear or side doors are locked securely.

Question: What are van speed limits?
Answer: Motorways: 70mph, Dual carriageways: 60mph, Single carriageways, 50mph, Built-up areas: 30mph. (These speed limits apply to all vans except for the smaller car-derived vans with a maximum gross weight of under 2 tonnes. The speed limit for these are the same as for cars.

Question:  What is the fuel policy?
Answer: Most rental companies will provide the van with a full tank of fuel and you will need to return the van full. (Most will take a security deposit for the fuel from you when collecting the van). If you do not return the van full then they will charge you a local rate for refuelling along with a refuelling charge. Due to the higher costs involved with this, we would recommend returning the van full. Some of these companies will offer you the chance to prepurchase your fuel in advance, in which case if taken, you need to return the van as empty as possible. Finally there are companies which will provide you with a full tank of fuel, charge you locally for this and advise you to return the van empty. If you are renting for 3 days or less you should highlight this to the company at the time of renting in case they can work out an alternative fuel plan with you. Van Hire 3000  will always provide you with details of the fuel plan on your rental documents so you are aware of the policy of the rental company.

Question:  What should I do when returning the vehicle?
Answer: When returning the vehicle you will need to have your rental paperwork from the rental company ready to hand over. This will detail the mileage & any damage on the vehicle when you collected the vehicle. Van Hire 3000 strongly suggests when returning the vehicle that you take the time to walk around the vehicle with the representative from the rental agency to inspect for damage before signing the documentation as this can reduce any problems further down the line. You will receive a final copy of the documentation from the supplier to take with you - please keep this safe.

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About the Vans

Question:  How many people can the vehicle hold?
Answer: Van Hire 3000 will show the recommended number of people the vehicle can hold when booking and on all customer documentation. It is important that this is adhered to as this is the number of people the vehicle is insured for.

Question: What type of Van do I need?
Answer: It all depends on the size the weight of the load and if fits through the doors and inside the hired van. Also consider where you will be loading and unloading. Many car parks have 2 metre height restrictions. If moving house the large box body of a Luton van offers 1.5 - 2 times the load capacity of a similar-sized long wheel base van - at almost no extra cost in fuel or rental costs. Their extra width and height makes a huge difference when you are trying to fit large furniture like wardrobes, beds and mattresses in, and unlike panel vans there are no wheel arches or door openings to prevent you making full use of the space.

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