Credit Cards
Most car rental providers require a valid credit card (in the name of main driver) when collecting the vehicle. This must be a physical credit card and CANNOT be a pre-paid card, or a debit card and MUST have sufficient funds available. Google or Apple pay will not be accepted. If a credit card is required, it is stated at the time of booking. We recommend to all clients that a valid credit card is always taken as a precaution when travelling in a foreign country.
Insurance
The standard insurance includes public liability cover and third-party liability cover for the driver(s).
As part of our full collision damage and theft protection package, rentals include Collision Damage Waiver and Theft Waiver with zero excess liability. Rentals will either include Collision Damage Waiver and Theft Waiver with no insurance excess or complimentary excess reimbursement insurance. In the event of a claim, reimbursement can be sought for any charges made for collision damage or theft. This information is clearly stated at the time of booking.
The standard insurance does not normally cover damage to the tyres, wheels, interior, roof, underside of the vehicle, glass parts (including the windscreen), wing mirrors, loss or damage to the car key, locks, aerials, windscreen wipers, vehicle documents, registration plates and any additional equipment provided with the vehicle. Hirers are responsible for all damage and expenses incurred as a result of incorrect use of the vehicle or misfueling.
Personal injury and personal effects are NOT covered; however, these are normally covered by your travel insurance policy. Hirers should ensure that they have a full personal travel insurance policy.
The insurance becomes INVALID if:
- Anyone whose name is not on the contract drives the vehicle.
- Vehicles are loaded with more passengers than their stated capacity.
- Drivers are found to be under the influence of alcohol or drugs.
- Damage to the vehicle has occurred due to negligence.
- The vehicle is driven on an unmade road or any road which is unsuitably narrow for vehicles to be driven on.
- Insurance may also lapse if the vehicle is taken on a ferry.
Optional Top-up Insurance
We provide optional Top-up Insurance which can be purchased at the time of booking. This provides cover against loss or damage to the vehicle which is not covered by the car rental provider. This includes wheels, tyres, glass, under body, roof, interior, keys, locks and misfuelling. In the event of a loss you will have to pay the car rental provider directly and then claim the amount back from our insurance provider.
Disclaimer: Top-up insurance will not cover interior damages made to the rental vehicle.
Local Information/Charges
Location information including meeting instructions, opening hours and local charges are correct at the time of booking. However, they are subject to change without notice. Where possible, customers will be informed about any changes.
We deny any liability for changes made to local information and local charges by the car rental provider.
Extending the Rental Duration
If you wish to extend the duration of your rental, you must contact us directly. We will advise if this is possible and any additional amount to paid (if applicable).
Should you need to extend the duration of your rental whilst it is taking place, you must still contact us directly. If the vehicle is not available for the extended period, it must be returned at the original time. Failure to return the vehicle on the specified date and time will result in the lapse of insurance cover. The car rental provider will also charge you directly for any additional time at a higher rate.
Flight Cancellations and Delays
When collecting a vehicle after a flight, a valid flight number must be provided at the time of booking.
In the event of a flight cancellation or delay, it is the hirers responsibility to inform us and the car rental provider immediately. Failure to do so may result in forfeiture of the car rental.
If a flight is delayed and the pickup time falls out of normal hours, an out-of-hours charge may be applied.
The number of hours that a car rental provider will wait for a delayed flight to arrive is entirely at their discretion. This may result in collection only being available on the next working day, or when the car rental provider’s office is next open. In some cases, the booking may be deemed as a "NO SHOW" (when a vehicle is not collected at the agreed pickup date and time and the booking is not cancelled in advance) and a new booking may be required.
We deny any liability for additional charges incurred as a result of flight cancellation or delay.
Out of Hours Charges
When collecting a hire car outside of normal opening hours, an additional charge may be applied which is payable locally. Applicable charges will be displayed throughout the quotation and booking process. Relevant opening hours will be displayed on your pre-paid car hire voucher (except in the case of a delivery-only location).
We deny any liability for changes made to opening hours and out-of-hours charges by the car rental provider.
Cross Border Charges
It is important that the car rental provider confirms your request for a border exit to another country. Otherwise insurance cover will not be provided. When taking vehicles out of the country from which they are hired, full breakdown service may not be available. Please check with our office in the UK before travel.
We deny any liability for changes made to cross border charges by the car rental provider.
Road Tolls, Parking and Traffic Offences
Road tolls are not included in the rental price. Any local charges relating to road tolls, parking and traffic offences are between the hirer and the car rental provider (or the authorities). Any information that we provide relating to Road tolls is for guidance only. Car rental providers may apply an administration charge for handling fines on behalf of the hirer.
Fair Mileage Policy
Rentals with a duration of 25 days or more are subject to a fair usage policy of 100 Miles (160 Kilometres) per rental day. Additional charges may apply if this amount is exceeded. We recommend contacting our office in the UK before travel if you have any doubts/concerns regarding your mileage usage.
Vehicles
Upon collection, we strongly recommend checking over the vehicle with the car rental provider. This is to ensure that any vehicle damage (including minor dents and scratches) are noted by the car rental provider. You must also check your vehicle before driving away. This includes (but is not limited to) the lights, indicators and all tyres including the spare wheel (if provided). If you are not completely satisfied with any part of the vehicle, this is the time to say so and, if necessary, ask for an alternative vehicle.
Every effort will be made to provide you with the make and model of vehicle specified on your pre-paid car rental voucher. However, it may be necessary to supply you with a vehicle of similar size and specifications.
Any mechanical problems with your vehicle should be reported immediately to the car rental provider.
The car rental provider can refuse to provide a vehicle to any customer who is, in their opinion, unfit to drive or does not meet eligibility requirements. In such circumstances, no refund will be due.
Should the vehicle require any extra cleaning following your rental, the car rental provider reserves the right to apply an additional charge.
Damage to Vehicles
A damage report must be completed by the driver for any damage to the vehicle, however minor it is. If a collision occurs, a police report and case number must also be provided.
The car rental provider must be contacted immediately in the event of any damage. If this procedure is not followed, the insurance cover could become invalidated which will leave you liable for all damage.
Breakdown Assistance
Assistance will be provided in the unlikely event of a mechanical breakdown. The breakdown assistance number can normally be found on your car rental agreement or on a sticker located on the vehicle's windscreen. Any mechanical problems with your vehicle should be reported immediately to the car rental provider.
Please note, where assistance has been requested as a result of a non-mechanical fault or the result of customer negligence, an additional charge may apply.
When taking vehicles out of the country from which they are rented, full breakdown assistance may not be available or a charge may apply.
Payment
Payment is normally taken in full at the time of booking. When booking more than 10 weeks in advance, customers may be given the option to secure their car hire booking by leaving a deposit (this option is referred to on our website as Book Now, Pay Later). This is not a finance or credit agreement. When this option has been taken, customers must ensure that full payment is made at least 4 weeks before the rental start date, otherwise we reserve the right to cancel the booking. If you have taken the Book Now, Pay later option, our normal cancellation policy will apply.
We will send your pre-paid car rental voucher by email as soon as we have received full payment. The pre-paid voucher must be printed and presented to the car rental provider upon collecting the vehicle. If this document is not presented at the time of collection, the car rental provider may refuse to provide a vehicle and your booking may be deemed as a no-show.
Charges for local extras such as one way rentals, out of hours collections, child seats etc. are payable directly to the car rental provider in local currency upon collection of the vehicle.
Cancellations and Amendments
Cancellations and amendments must always be made with us and not directly with the car rental provider. Cancellation charges apply as follows:
- Up to 48 hours before the booking takes place there is no cancellation charge.
- When cancelling within 48 hours of the rental taking place, you will be charged 50% of the rental value up to a maximum of £50 / 55 EUR, whichever is less.
Bookings can be cancelled by logging in to MyAccount on our website. Instructions to cancel your booking can also be sent to our customer support team by telephone or email, however, any requests received outside our normal office hours cannot be applied retrospectively.
Amendments can only be made by contacting our customer support team during normal office hours. We do not charge a fee for amending your booking, however, in some cases we will need to cancel your booking and make a new one. If the car rental provider charges a fee for this, we will let you know before proceeding.
In the event of a "NO SHOW" (when a vehicle is not collected at the agreed pickup date and time and the booking is not cancelled in advance) we are unable to provide any refund.
If the hire duration is ended early, or you are late collecting the vehicle, we are unable to provide a refund for any unused hire days.
Cancellation Protection
Cancellation Protection is only available to purchase at the time of booking.
If Cancellation Protection has been purchased, a full refund less the charge for Cancellation Protection will be given in all cases except in the event of a no-show where we are unable to refund any money.
When cancelling up to 48 hours of the rental taking place, the additional amount charged for Cancellation Protection will also be refunded. The cost of Cancellation Protection is £0.50 / 1 EUR per rental day with a minimum charge of £2.50 / 3 EUR and a maximum charge of £10.00 / 12 EUR per booking.
Prices
We work with a large number of Car Rental Providers who offer a choice of vehicle at multiple locations and we try hard to ensure that the advertised price is always correct. Despite Zest Car Rental’s best efforts, occasionally some of the services listed on our website may be incorrectly priced. Zest Car Rental expressly reserves the right to correct any pricing errors on our website and/or on reservations made under an incorrect price.
If there is a mistake, and the actual price is lower than that given at the time of booking, we will only charge you the lower amount. If the price is higher, we will offer you the booking at the correct price or discuss suitable alternatives. If you are not willing to pay the higher price, we reserve the right to cancel your booking and provide a full refund.
The Car Rental Providers are under no obligation to honour a car hire booking which is incorrectly priced, even after we have issued the Booking Confirmation.
Liability
Economy Car Hire Ltd (trading as Zest Car Rental) acts solely as a car hire broker for various independent vehicle rental providers within the countries that we operate.
The contract for vehicle hire is between the hirer and the local car rental provider. The contract is subject to the law of the country in which it is supplied to you. For this reason, you will be required to sign a rental contract with the rental provider which supplies the vehicle.
Economy Car Hire Ltd (trading as Zest Car Rental) accepts no responsibility whatsoever for loss, damage, injury or death, whether arising from negligence, breach of contract or any other cause.
Economy Car Hire Ltd (trading as Zest Car Rental) deny any liability for the car rental provider not fulfilling the contract.
Complaints Procedure
Complaints can be made in writing to Zest Car Rental, Nelson House, Church Street, Dereham, Norfolk, NR19 1DJ. Alternatively, complaints can be emailed to feedback@zestcarrental.com. Complaints will only be handled if received within 28 days of the hire period ending. We will aim to resolve your complaint within 28 days.
