Frequently Asked Questions.

Our top-up insurance provides reimbursement cover against any loss or damage to the vehicle not covered by the car rental insurance such as wheels, tyres, glass, under body, roof, keys, locks, mis-fuelling, lock outs and battery failure. Insurance also covers mobile phone call charges, curtailment, car-jacking, and road-rage incidents.

All rentals include protection in the event of collision or theft. The price includes either full collision damage waiver and full theft waiver with no insurance excess or excess reimbursement insurance which provides a refund for any charges made in the event of collision damage or theft. More information about the inclusions in the price can be found beside each vehicle.

Damage to certain parts of the vehicle such as wheels, glass parts, underside and roof are not covered by collision damage and theft protection.

Our top-up insurance provides reimbursement cover against any loss or damage to the vehicle not covered by collision damage and theft protection. This includes damage to the wheels, tyres, glass, under body, roof, keys, locks, mis-fuelling, lock outs and battery failure. Insurance also covers mobile phone call charges, curtailment, car-jacking, and road-rage incidents. This can be added on step 2 of the booking process. The cost of top-up insurance is also displayed on the search results page.

Top up insurance can be purchased when booking your car hire online.

If you have already placed a booking, top up insurance can still be added by logging into My Account. Click on the reference number of the booking that you wish to add top-up insurance to and click the link, or simply use the link displayed next to the relevant booking reference number. We can also add Top-up insurance over the telephone.

Top-up insurance can be purchased by customers aged between 21 and 84 years who live in the following countries:

• Austria
• Belgium
• Czech Republic
• Denmark
• Finland
• France
• Germany
• Gibraltar
• Guernsey
• Ireland
• Isle of Man
• Italy
• Jersey
• Malta
• Netherlands
• Norway
• Portugal
• Romania
• Spain
• Sweden
• Switzerland
• United Kingdom

In the event that you have to claim on this policy your claim will be handled by Orchard Administration Limited. The claim procedure is set-out in the policy wording.

No. We're still the same company and same people. We just have a different name and website.

We offer better service and better value than our competitors and our new name reflects our unique and fresh approach to car hire.

No. Insurance costs and cover will stay the same.

Our list of suppliers hasn't changed. We still aim to work with those that provide the best level of service.

We've made the booking process easier and the pricing and terms are much easier to understand. Local charges are clearly visible and you get a running total of what's payable locally.

Yes, loyalty points are still valid on the new website.

The cars and service provided by the suppliers we work with aren't affected by the changes we're making here. The suppliers are aware that we've changed our name. If there is any confusion upon collection, please don't hesitate to contact us.

Yes. Your existing email address and password can be used on the new website, and your existing bookings are still visible in My Account on the Zest Car Rental website.

We've listened to feedback from our customers and have made improvements. The site reflects our change of brand and has a simpler, clearer layout. The new website is also much easier to use on tablets and smartphones.

Our cancellation charges are as follows:

Within 48 hours of placing the booking there is no charge (unless within 48 hours of the rental taking place).

When cancelling after 48 hours of making the booking and up to 48 hours before the rental takes place a £15 / 18 EUR charge is applied.

When cancelling within 48 hours of the rental taking place, the charge is 50% of the rental price, subject to a minimum £15 / 18 EUR charge.

Credit card fees are non-refundable.

The 50% fee overrides the other cancellation terms should a new booking be made with a collection time within 48 hours’ time.

If you need to cancel your booking you will need to contact us via telephone or email and a member of the Reservations Team will explain the cancellation procedure with you and any charges incurred as a result.

It is your responsibility to ensure that we have the correct flight information. The car rental provider uses this information to check incoming flights and can tell if your flight is delayed or cancelled.

If your flight number has changed, or you have given us the incorrect flight information, please contact us as soon as possible.

To amend your booking you must contact us directly by email or telephone. We do not charge an administration fee for amendments. All changes require confirmation from the supplier before we can issue a new pre-paid voucher.

No. Should you return the hire vehicle earlier than originally arranged, as per our terms and conditions we are unable to provide a refund for the unused days.

If you wish to keep your hire car for a longer period than you have originally booked, once you have collected the vehicle, contact us and we can liaise with the car rental provider to find out if this is possible.

It may be necessary to return to the car rental provider’s local office to sign a new rental agreement should this be agreed by them.

Please contact us to discuss further options on 0333 336 1554 or +44 1362 852288 from outside the UK.

Our Reservations Team will advise you about alternative vehicles and can check availability of specialist vehicles by telephone. If you are not happy with the alternative choices, you have the option to cancel your request. Payment will have been pre-authorised at this stage, but no payment will have been taken from your account.

If you have a UK driving licence and are renting a car in a location outside of the UK and Ireland, you do not need to obtain a DVLA code.

When hiring outside of the UK and Ireland, you need either the photocard part of your UK licence or the older style UK paper licence. More information regarding this can be found throughout the booking process by viewing the information icon (i) displayed next to the heading Licence Requirements.

If you are hiring a car in the UK or Ireland, you will need to obtain a code to share your driving licence details which is available from the DVLA website. To obtain this, you will need your driving licence number, National Insurance number and the postcode on your driving licence. The code is valid for 21 days.

When collecting a car in the UK or Ireland, car rental providers usually require your passport and additional proof of address. Please check the information icon (i) displayed next to the heading Licence Requirements during the booking process or the pre-paid car hire voucher for more information before collecting your hire car.

Many car rental providers in Europe will only accept licences that have been issued within the European Union. All other licences must be presented alongside an International Driver's Permit. Other car rental providers outside of Europe generally accept licences that are displayed in English or in the Roman alphabet.

However, you can check a car rental providers exact driving licence requirements throughout the booking process by viewing the information icon (i) displayed next to the heading Licence Requirements.

The UK paper counterpart driving licence has been scrapped and is no longer issued by the DVLA. This has been replaced by a unique code which is valid for 21 days. This is available from the DVLA website.

You only need to obtain this code if you have a UK driving licence (excluding Northern Ireland) and are collecting a vehicle within the UK or Ireland. When renting a car in the UK or Ireland, you will also need your passport and additional proof of address. More information regarding this can be found throughout the booking process by clicking on the information icon (i) displayed next to the heading Licence Requirements. Full details are also displayed on your pre-paid car hire voucher.

If you are hiring a car abroad, you just need the photocard part of the UK licence or the older style UK paper licence to collect the vehicle.

Yes. The old-style UK paper driving licence is still accepted within the European Community; however, this must be presented along with photographic ID such as a passport or an International Driving Permit.

No. None of the car rental providers that we operate with will accept a provisional driving licence. You must have held a full driving licence for the car rental providers minimum required years.

You are able to view this information during the booking process by viewing the information icon (i) displayed next to the heading Licence Requirements.

Yes. The majority of the car rental providers with which we operate with will accept a US/Canadian driving licence.

However, many car rental providers in Europe will only accept the licence if it is presented alongside an International Driver's Permit. This can be obtained from the automotive association in the country the licence was issued. Please note that anyone holding a US/ Canadian driving licence is not eligible to hire a vehicle in the USA or Canada.

The main driver must present their full original driving licence including all counterparts upon collection of the vehicle. If you do not have your original driving licence, some car rental providers may accept a DVLA Certificate of Entitlement for licences issued within the UK, which must be faxed directly from the DVLA to the supplier's office. Please contact us and a member of the Reservations Team can check which companies will accept the DVLA certificate.

Many car rental providers may also accept a faxed copy of your UK driving licence from the DVLA. You will need to check with us first if this is acceptable. The DVLA will need the fax number of the car rental provider. The DVLA charge £5 for this service and can be contacted on 0300 790 6801 or from outside the UK on +44 1792 782341.

If you have a UK driving licence and are renting a car in the UK or Ireland, you must obtain a DVLA code to share your driving licence details.

To obtain this from the DVLA website, you will need your driving licence number, National Insurance number and the postcode on your driving licence. The code is valid for 21 days.

When collecting a car in the UK or Ireland, car rental providers usually require your passport and additional proof of address. Please check the information icon (i) displayed next to the heading Licence Requirements during the booking process or the pre-paid car hire voucher for more information before collecting your hire car.

All rentals include either full collision damage waiver and full theft waiver with no insurance excess or excess reimbursement insurance which provides a refund for any charges made in the event of collision damage or theft.

For more information, click on the information icon (i) displayed next to the text Collision Damage Waiver with zero excess liability on the search results page. Here it will display whether the price includes no insurance excess or excess reimbursement insurance. This information is also shown during the booking process and on the pre-paid car hire voucher.

Damage to vehicle parts such as the wheels, glass-parts, underside and roof are not covered by collision damage and theft waiver. Damage to these items can be covered by purchasing our top-up insurance. More information about this can be found on step 2 of the booking process.

All rentals include public liability cover and third party liability cover for the driver(s). For more details about insurance, please read our terms and conditions.

All rentals include either full collision damage waiver and full theft waiver with no insurance excess or excess reimbursement insurance which provides a refund for any charges made in the event of collision damage or theft.

For more information, click on the information icon (i) displayed next to the text Collision Damage Waiver with zero excess liability on the search results page. Here it will display whether the price includes no insurance excess or excess reimbursement insurance.

With all rentals, the main driver will need a credit card to enable to the car rental provider to authorise a security deposit upon collection. The amount of this is displayed next to the heading Security Deposit shown beside each vehicle.

Unlimited mileage ensures that you are not restricted to a specific mileage limit whilst the rental contract is in place. Some companies may impose a limit which means you can only drive 100 or 500 miles for the period you have rented the vehicle for.

Unlimited mileage (subject to fair usage) is included in our headline price at most locations worldwide with the majority of the car rental providers that we work with. This ensures that you’re free to drive for as long as you want.

Collision Damage Waiver (CDW) doesn’t cover damage to certain areas of the car such as tyres and wheels, the interior, the roof, the underside of the vehicle, the glass parts of vehicle (including the windscreen), and wing mirrors.

Loss or damage to the car key, locks, aerials, vehicle documents, registration plates and any additional equipment provided with the vehicle are not covered either.

If you wish to cover damage to these parts of the vehicle you should purchase Top-up Insurance on our website when making a booking.

If the rental vehicle is involved in a collision or stolen, you won’t have to pay the excess. The excess is the amount you would have to pay the car rental provider if your rental vehicle has been involved in a collision, damaged or stolen.

At Zest Car Rental, Excess Waiver is included in our quotes as standard in the form of either No Insurance Excess or Excess Reimbursement Insurance (ERI):

No Insurance Excess (also known as Zero Excess) means you don’t have to pay any excess for claims relating to collision damage or theft.

In the event of a claim, Excess Reimbursement Insurance (ERI) requires you to pay the excess to the car rental provider before claiming it back through the insurance company when you return home.

Full support is available if you have to make a claim. The main driver will need a credit card upon collection to enable the car rental provider to authorise a security deposit.

Please note, damage caused through negligence is not covered by the above.

Collision Damage Waiver (CDW) reduces your liability in the event of an accident. Without this, you could be liable for the full cost of the rental vehicle if it were to be damaged or written off. CDW means you won’t have to pay the full cost of any repairs as long as you’ve followed the T&C’s.

You’ll have to pay a contribution to repair costs up to an agreed level of ”excess” which can be up to £2,000. It forms part of an insurance policy that says the car rental provider will waive the terms that make you liable for:

• Loss or damage to the vehicle, whether or not it’s your fault.

• The cost to repair or replace the vehicle.

• The loss of income to the supplier while the vehicle is being repaired.

CDW is always included when booking with Zest Car Rental with either No Excess or Excess Reimbursement. CDW is sometimes known as Loss Damage Waiver or Damage Excess Waiver.

Sometimes. Not all vehicles have spare wheels. This will depend upon the manufacturer of the vehicle. If a spare tyre has not been provided, a tyre repair kit will be supplied for use in the event of a puncture.

If you wish to book a vehicle with automatic transmission, look for A for Automatic displayed next to the vehicle. You can also use Refine Results to filter the search results page to only show vehicles with automatic transmission.

You can also contact us and a member of the Reservations Team can generate a quotation which shows automatic vehicles only.

Our luggage capacities are worked out using a medium-sized suitcase which has an average size of 68x44x27cm. The baggage capacity of each vehicle varies. This information can be found on the search results page of the website beside each vehicle. This information is for guidance purposes only.

Yes. Where available we indicate which vehicles are diesel. Where we do not state that a vehicle is diesel, a petrol or diesel vehicle could be provided. If a diesel vehicle is selected, a diesel vehicle will be provided.

Holders of UK "automatic only" driving licenses are allowed to drive any vehicle which does not have a clutch pedal. This includes vehicles with tiptronic transmission or up/down gear selection paddles.

If you wish to book a vehicle with automatic transmission, look for A for Automatic displayed next to the vehicle. You can also use Refine Results to filter the search results page to only show vehicles with automatic transmission.

You must earn 100 loyalty points to benefit from the loyalty discount and free cancellation protection. 2 loyalty points are earned per rental day. Loyalty points are valid for 24 months from the end date of a rental.

For example: If you book a hire car in January 2017 for 1st to 7th June 2017, you will earn 14 loyalty points. These will be valid until 7th June 2019.

The loyalty discount entitles you to an additional 5% off our prices. Free cancellation protection allows you to cancel your booking free of charge any time before it is due to start. In the event of a 'no show' we are unable to provide any refund.

To check if you are eligible for the loyalty discount and to view how many points you currently have, simply log into the My Account section of our website. A link to this can be found at the top of our website, where it states ‘Sign in or register’. Navigate to My Loyalty Points and here you can see your current loyalty points total.

To apply the loyalty discount to your booking, simply get a quote, click ‘Book this car’, then log into your account when prompted during the booking process.

The loyalty discount entitles you to an additional 5% off our prices. You also get the benefit of cancellation protection which enables you to cancel your booking at any time before the booking is due to start, free of charge.

To apply the loyalty discount to your booking, simply get a quote, click ‘Book this car’, then log into your account when prompted during the booking process. The discount will then automatically be applied.

To recommend a friend, simply log into the My Account section of our website.

Navigate to the My Loyalty Points section. Under the section of the page titled Recommend a Friend enter the names and email addresses of the friend(s) that you would like to refer our services to, then click submit.

This will send your friend an email. If they click on the link in the email, then make a booking on our website, both you and your friend will earn 10 loyalty points.

To check if you are eligible for the loyalty discount and to view your current points total, simply log into the My Account section of our website. A link to this can be found at the top of our website, where it states ‘Sign in or register’. Navigate to My Loyalty Points where you can see your current loyalty points total.

When getting a quote on our website, the collection procedure is displayed next to the vehicle under the heading Collection Information on the search results page.

Once you have made a booking and this has been confirmed, the full details of this will be provided on your pre-paid car hire voucher.

If you have any questions regarding collection information, please contact us.

Yes. Once you have entered your requirements on the quote form and clicked the Find a car button, all available vehicles and car rental provider logos will be displayed on the search results page. If you have any questions or require further assistance regarding this, please contact us.

When obtaining a quote on our website, you must enter the correct dates and times that you wish to collect and return the vehicle. If any additional local fees are applicable, such as out of hours fees, these will be displayed on the search results. Simply click the information icon (i) displayed next to the heading Additional local charges for more information.

If the car rental providers office is not open for your requested dates and times, we will advise you of the next applicable opening times so you can amend your dates and times if necessary.

If you have already placed a booking, the car rental provider’s operating hours can be found on the pre-paid car hire voucher.

Once you have placed a booking, the contact details will be provided on your pre-paid car hire voucher.

Additional charges may be applied when collecting the vehicle for any chosen optional extras such as child seats, booster seats and winter equipment.

Any additional charges are paid directly to the car rental provider in local currency when collecting the vehicle. A full breakdown of fees can be found by clicking on the information icon (i) displayed next to Additional Local Charges on the search results page. The cost for any selected optional extras will also be displayed throughout the booking process.

Yes, you can select GPS (Sat Nav) hire as an additional option when booking car hire at some locations. It must be requested when booking and paid for in local currency to the car rental provider when collecting the vehicle.

On step one of the booking process, an option to select a Sat Nav and associated costs will be displayed where available.

Sometimes the Sat Nav is included in the headline price. If so, this will be shown next to applicable vehicles on the search results page. USA is the most common place that you will see this.

Yes. In some locations winter tyres can be selected as an additional option when booking car hire. During the winter season, in certain locations it is mandatory to have winter tyres.

Car rental providers that include the cost of winter tyres in their price will have Winter Tyres Included next to the vehicle description on the search results page.

Where winter tyres are not included, they must be requested when booking and paid for in local currency to the car rental provider when collecting the vehicle.

On step one of the booking process, an option to select winter tyres and associated costs will be displayed where available.

Yes. We offer the facility to hire child seats and booster seats. They must be requested when booking and are paid for in local currency to the car rental provider when collecting the vehicle.

On step one of the booking process, you will be advised of the cost to hire a child seat. You can also select the number required here.

The charges for these are stated when booking and vary depending upon the chosen car rental provider. Child seats and booster seats must be fitted by a parent or guardian.

Yes, in certain locations snow chains can be selected as an additional option when booking car hire. They must be requested when booking and paid for in local currency to the car rental provider when collecting the vehicle.

On step one of the booking process, an option to select snow chains and associated costs will be displayed where available.

As a UK based car hire broker, we operate with a number of car rental providers at each location, each with their own terms and conditions and charges in place for additional extras and fees.

On a search result, the vehicles displayed as available will be with different car hire companies. Each provider's terms and conditions are displayed next to each individual vehicle. Any applicable local charges can be found by clicking on the information icon (i) displayed next to Additional Local Charges on the search results page.

The cost for any selected optional extras will also be displayed throughout the booking process.

No, we do not offer the ability to request a roof rack at any location.

Yes. You can select Ski Rack hire as an option when booking car hire at some locations. It must be requested when booking and paid for in local currency to the car rental provider when collecting the vehicle.

On step one of the booking process, an option to select a ski rack and associated costs will be displayed where available.

First re-type the email address and password to make sure they are correct.

If you are not sure about your password, click on the forgot password? link. You will then be asked to enter your email address and check the box "I am not a robot." Sometimes a captcha may appear, please fill this and submit it. You will then be sent an email with instructions on how to reset your password.