DARTFORDMOTORS.COM > FREQUENTLY ASKED QUESTIONS
Thursday March 11, 2010

Frequently Asked Questions


Welcome to our Frequently Asked Questions page - If your question is not answered here, please contact us.

Click the question below to see the answer or scroll down the page to read all questions and answers.

1.What are your opening hours?
2.What's included with the online price?
3.What is the length of a 'weekend' rate?
4.Do you offer Long Term Hire or Contract Hire Rates?
5.What are the insurance policies?
6.What if we have Company Own Insurance (COI)?
7.What do I need to bring when collecting the vehicle?
8.What are your Driving Licence Requirements (Using Dartford Motors Insurance)?
9.Tachograph Information
10.Do I need an Operators Licence?
11.What are the Payment Terms?
12.Can I amend or cancel the booking?
13.Do you accept Company Accounts?
14.What is the Fuel Policy?
15.Can I take the vehicle abroad?
16.Do you offer additional services?
17.What happens in the event of an accident?
18.What happens with regards to the Congestion Charge?
19.Can I read your Rental Agreement / Terms and Conditions online?
20.I've had an accident - Can I download the Accident Claim Form?
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1. What are your opening hours?

  • Monday: 7am to 6pm (Between 7am and 8am for returning vehicles only)
  • Tuesday to Saturday: 8am to 6pm
  • Vehicles should be returned by 17.30 to allow for check in, refuelling and completion of paperwork.
  • Sunday: Closed
  • Vehicles for Sunday are collected 5.00pm Saturday.

We do not open on UK bank Holidays:

New Years Day:1st January 2009
Good Friday:10th April 2009
Easter Monday:13th April 2009
Early May:4th May 2009
Late May:25th may 2009
Summer:31st August 2009
Christmas Day:25th December 2009
Boxing Day:26th December 2009
2. What's included with the online price?
All quotations / reservations on line are inclusive of VAT, fully comprehensive insurance, unlimited mileage and 24 hour breakdown cover.

Additional charges such as young drivers (drivers aged 21-24) and CDW will not be shown on the online price.

HIRERS USING THEIR OWN INSURANCE OBTAIN A 20% DISCOUNT.

Please note that the above applies to mainland Britain. Please see the section on Continental Hire for more information.
3. What is the length of a 'weekend' rate?
Weekend rates commence at 5 pm Friday to 9am Monday.
4. Do you offer Flexible Term or Contract Hire Rates?
Yes. See 'Flexible Term & Contract Hire Rates' or telephone our office on 01322 223112.
5. What are the insurance policies?
All vehicles are comprehensively insured with an excess of £500.

This can be reduced to £150 for cars/vans and £200 for trucks, MPV's and minibuses. This is called CDW (Collision Damage Waiver) and the charges are £5.00 per day up to 14 days, thereafter £1 per day inclusive of VAT.

The excess is not normally taken in the form of a deposit, we will take details of your credit card and ask that you give authorisation that, in the event of damage or loss, we may charge your card for the appropriate amount.

6. What if we have Company Own Insurance (COI)?
When using your own insurance hirers receive a 20% off our normal tariff rates. We will require a copy of the insurance certificate and details of the insurer.

7. What do I need to bring when collecting the vehicle?
  • Driving Licence
    • All UK residents must produce a full valid British licence held for at least 1 year (2 years in the case of hiring a 15 seat minibus). If you have a UK photocard licence you must produce the paper counterpart also. If you have misplaced this we can telephone the DVLA to obtain the licence details. This must be done when the licence holder is at our office. All international hirers must provide a readable unexpired licence from their country of origin. If the licence is not in English, an international driving permit must also be provided.

  • Identification
    • Previous Hirers (within the last 4 years): If we have your details on our database we will only require your licence, see above.
    • New Hirers: All UK residents must produce a recent utility bill or bank / credit card statement / or passport in the name of the main hirer. We require 2 means of identification apart from the licence. International hirers must produce a passport and valid credit card in the name of the main hirer. We will also require details of accommodation in UK.
    • Company Hirers: We require a letterhead plus one other means of identification, either from the company or the driver. Companies using their own insurance must provide an insurance certificate. If you are not sure of identification requirements please contact us prior to your hiring date.

  • Additional Drivers
    • Additional drivers do not have to be present but we must see the licence, see above.
8. What are your Driving Licence Requirements (Using Dartford Motors Insurance)?
  • Driving Experience / Age Restrictions
    • Drivers must be between 21 and 75 years of age and held a full driving licence for 1 year.
    • Drivers of 15 seat minibuses must be between 25 and 75 years of age and held a full driving licence for 2 years.
    • Drivers of 4T (Iveco Cargo7.50GVW) class vehicles must have passed their driving test before 1st January 1997 or have a Category C1 or C licence.

  • Endorsement Restrictions
    • Whilst we are able to hire to customers with some endorsements, some endorsements may restrict our ability to supply a vehicle, due to restrictions placed by our insurers.
    • Due to the combination of endorsements possible, contact us if you have any endorsements apart from the ones shown below, which are acceptable. For endorsements with a higher points total and all other endorsements please contact us and we will contact our insurers.
    • SP, CU, TS, PC & MS codes, any combination up to 9 points in the last 3 years, with not more than 6 points in the last 12 months.
    • Endorsements run from date of conviction.

  • Driving Licence Requirements (Using Company Own Insurance)
      When using your own (Company) insurance, we only need licence details of the person collecting the vehicle. Endorsements are not relevant as the vehicle is covered by your insurance. Age limits will as specified by your insurance company. Contact DVLA, www.direct.gov.uk for drivers age / licence category details. Requirements may be different from that shown above for our insurance.

9. Tachograph Information
  • 4T (Iveco Cargo 7.50 GVW) Vehicles: Company drivers will be required to operate the tachograph and abide by the rules governing their use. Drivers will need a Driver Tachograph Smart Card. Private hirers are exempt from this requirement.

  • 15 Seat Minibuses: When travelling in Continental Europe, drivers will need a Driver Tachograph Smart Card and abide by the rules governing their use. This is not a requirement in the UK or Eire.
10. Do I need an Operators Licence?
Company drivers of 4T (Iveco Cargo 7.50 GVW) vehicles will need a Goods Vehicle Operators Licence. Private hirers are exempt from this requirement.

11. What are the Payment Terms?
Payment for the hire is paid on collection of the vehicle. Certain classes of vehicle at certain times may require a reservation deposit. We will contact you if this is required.

We accept all major credit cards apart from Diners Club. We also accept debit cards and cheques. Personal and company cheques are subject to being authorized by the Transax cheque guarantee service. We accept cash if it accompanied by one of the above payment methods. Third party payments can be arranged prior to the hire and is subject to authorization by us.

12. Can I amend or cancel the booking?
Please call our office to amend or cancel your booking, we will give you a amendment or cancellation reference. This must be done prior to the commencement Time / Date of your hire, otherwise a "no show" fee may be charged.

13. Do you accept Company Accounts?
Accounts or POR (Pay on Return) facilities: These can be arranged, subject to a credit status check and completion of an Account Application Form. To download our Account Application Form please click here.

14. What is the Fuel Policy?
Vehicles are supplied with a full tank of fuel and the vehicle will be refuelled on return. We charge our normal retail pump prices for this service.

15. Can I take the vehicle abroad?
This can be arranged subject to additional charges for the period of hire, documents and roadside assistance / journey continuation cover. Please contact us for a quotation. Travel to Northern Ireland and Eire is classed as Continental Hire.

16. Do you offer additional services?
  • Additional Drivers
    • 1 off charge of £5 for cars and vans.
    • 1 off charge of £10 for minibuses, MPV's and 7.50 GVW trucks.
    • Verification of details on photo licence. (when paper part is missing) - Charge of £5
  • Hire of Sack Truck
    • £5 per hire.
    • 1 off charge of £10 for minibuses, MPV's and 7.50 GVW trucks.
  • Tow bar / hitch, available on certain models, prior notice required.
  • Roof bars, available on vans and MPV's, prior notice required.
  • Roof racks. Minibuses are supplied with a roof rack and access ladder.
  • Breakdown Cover
    • Roadside assistance and breakdown service is provided on all vehicles, with relay service if the vehicle cannot be repaired.
    • 4T (Iveco Cargo 7.50 GVW) vehicles are covered, with transportation to the nearest Iveco dealer if required. Relay service is not available on this size of vehicle.
    • Full instructions are provided with your vehicle.
17. What happens in the event of an accident?
The Hirer, in the event of an accident and to protect himself and the Lessors, must obtain witnesses whenever possible, take all particulars of other vehicles, persons or property involved, nature of injuries, damage or loss, name or number of police officers present and notify any such occurrence to the us as soon as possible. MAKE NO ADMISSION OF LIABILITY IN CASES INVOLVING THIRD PARTIES.

18. What happens with regards to the Congestion Charge?
Any vehicle movement into, out of or within the marked charging zone (CCZ) between 07.00 hours and 18.00 hours (Monday to Friday), is chargeable at the rate of £8.00 per day.

Only one payment per vehicle per day is required, this covers journeys into, out of and within the CCZ. The payment of £8 must be made by 22.00 hours on the day the movement was made; otherwise this charge rises to £10. If that is not paid before midnight on the following chargeable day, a Penalty Charge Notice will be issued for the sum of £100 (discounted to £50 if paid within 14 days. If the charge is not paid within 28 days the charge rises to £150. Hirers are responsible for all charges. When you pay the charge you will be given a receipt / transaction number for the payment.

Always retain this in case of any dispute between you and Transport for London (TfL).

Always use the phonetic alphabet and make sure you differentiate between number "0" (Zero) and letter "O" (Oscar).

Payment can be made by phone, text, internet, or pay-point. If you fail to pay you will be sent a Penalty Charge Notice.

It is your responsibility to pay this Penalty Charge. We will also charge you a fee if we have to deal with any administration due to failure to pay the Congestion Charge and/or any late payment penalty.

Further details may be obtained from Transport for London's website: www.cclondon.com

The above applies to other Congestion Charge schemes that may be implemented.

19. Can I read your Rental Agreement / Terms and Conditions online?
Yes, please click here to read our Rental Agreement & Terms and Conditions.

20. I've had an accident - Can I download the Accident Claim Form?
Yes, please click here to downlolad our Motor Accident Claim Form.