body repair shops for parts and labour. The damage matrix is audited by impartial third party auditors
on an annual basis.
Where possible we will charge for the damage in line with our matrix. We will email you the Damage
Appraisal Report (DAR) explaining the details of the damage charges, including pictures, at the time
of return. The damage costs and any applicable admin fee will be included in your final invoice.
ii. Damage not covered in our matrix
We will refer your case to our damage assessor for evaluation. We aim to complete this assessment
within 20 days. However, it can take up to 90 days if a third party or the police are involved. We will
email you the Damage Appraisal Report (DAR) listing the damage, including the pictures, at the time
of return. We will send you a separate invoice for the damage costs and any applicable admin fee
once the damage assessor has completed their evaluation. You will be notified of the cost using the
email address we hold on record for you, at least seven days before we charge your credit card.
Notification and evidence
We will provide evidence of any damage charge we make, which should include (i) the Rental
Agreement number, date and return location, (ii) a damage appraisal from a repair body shop and/
or the invoice for the repairs, and (iii) a signed VCR, any Accident Report Form, photographs of the
damage in situ and of the odometer.
DISPUTES
1. If you dispute a damage charge we will send full information, including any arguments and
supporting evidence you provide, to our Collections Department, who will re-evaluate the case.
If they agree with you a revised charge will be invoiced and where payment has been taken you
will be refunded in whole or in part. If they do not agree, they will proceed to collect the sum
invoiced.
2. If you are not satisfied with our assessment, you can contact our Customer Services Department,
who will review the matter in full, refunding you as appropriate if they disagree with any charge
made. Customer Services aim to deal with all customer contacts within 14 days.
3. If we are still unable to resolve the matter to your satisfaction we will refer you, where possible,
to an independent adjudicator, whose decision will be binding on us. For full details and contact
information, please click here.
More information…INSURANCE & WAIVERS
We provide insurance and waiver products to cover the principal risks you incur when driving the
vehicle. These may be included in your rate or available as optional extra products.
Key benefits, limitations and exclusions for these products are summarised below.