Fifteen02 Limited
    

FREQUENTLY ASKED QUESTIONS

INSURANCE TERMS
    CDW - Collision Damage Waiver - covers the rentor for damage caused to the vehicle rented. Does not cover the renter for damage to tyres, windscreens, roof, interior, underside of a vehicle and driving on unpaved roads.
  THEFT WAIVER - covers the rentor if the vehicle is stolen.
  TP - Third Party - Covers claims made against you. In the USA each state establishes a minimum level of third party cover by law, this can be as low as $5000
  LIS - Liability Insurance Supplement. Liability insurance for damage caused by the rental vehicle to persons or property.
  SLI - Supplementary Liability Insurance. Additional third party insurance above the legal minimum increasing cover to $1 million in respect of any claims made against you. In the USA each state establishes a minimum level of third party cover by law, this can be as low as $5000.
  ALI - Extended Protection. As for SLI.
  UMP - Underinsured motorist protection. Covers you in the event that the vehicle is struck by an uninsured or underinsured driver.
  LDW - Loss Damage Waiver. Combines CDW, LIS, TP, SLI, Theft Waiver and UMP
  EXCESS - the maximum amount that you are liable for in the event of an accident or theft. Some companies also charge an administration fee, in addition to the excess, if an accident occurs.
  DEPOSIT - An amount reserved by the car rental company on the credit card in order to charge such things as fuel, fines, additional drivers, one way drop off fees, where applicable.
  MASTERCOVER/SUPERCOVER - offered by the car rental company locally. Not always available. Is subject to local fees and taxes. Removes or reduces the excess.
  EXCESS PROTECTION- sometimes offered by the renting company in UK, covers the rentor for the excess if an accident occurs and the excess has been charged. Does not pay if the driver is negligent in any way.
  PPI - Premium Protection Insurance. Covers: Excess on Damage to the rental vehicle including the undercarriage and the roof, Excess on Theft, and in addition we cover damage to windows and tyres. Valid world-wide, can be used to cover rentals with all car rental companies. Covers the Policy Holder, who must be the person hiring the car, and all additional drivers named on car rental agreement. Valid for up to 62 days for any one rental agreement. Restricted to those aged between 21 and 74 years old. Coverage must coincide with the rental agreement. If the car is damaged or stolen, the car rental company will charge your credit card. When you return home, but at any rate within 31 days, submit a claim form for the reimbursement of the charges made by the car rental company. Your policy documentation contains the details in full.
DOCUMENTS REQUIRED WHEN COLLECTING THE VEHICLE
 

1. DRIVING LICENCE All drivers must produce a full valid driving licence from your country of residency held for at least one year (International licences are widely accepted - please check with reservations at time of booking). If you possess a new style UK licence which is in two parts, you must take both parts with you. In certain destinations, drivers must have held a full licence for a minimum of 3 years. It is the driver's responsibility to ensure that they have all of the appropriate licence. Our reservations department must be advised of any endorsements at the time of booking, failure to do this could result in refusal of the car to the hirer. Photocopied or faxed licences are not acceptable. Please be advised that no refunds will be given for rentals rejected due to non-production of a valid driving licence.
2. PRE PAID RENTAL VOUCHER A pre paid rental voucher will be sent to you which must be shown at the desk on collection of the vehicle otherwise charges may apply. Fifteen02 Limited cannot be held responsible for rentals rejected if a voucher is not presented. You should retain your rental documents for a minimum of 28 days after returning home. Any unused portion of a rental voucher (i.e. should a vehicle be returned early) is non refundable.
3. A VALID CREDIT CARD in the lead drivers name as a form of identification and deposit when collecting the rental car and it must be valid for the full rental period. Cash deposits are rarely acceptable.
4. A PASSPORT in the name of the lead driver and valid for the full rental period.
Failure to provide correct documentation may invalidate your booking in which case no refund will be forthcoming even if cancellation cover has been selected.
HOW DOES THE BOOKING PROCESS WORK?
 

You have the facillity to view different prices/vehicles/insurance packages for various locations. Once you select a vehicle you are asked to verify that you agree and understand the booking terms and conditions displayed. This is very important and you should not proceed with the booking if there is something that you do not understand or if you are unsure about. If you have any doubts then please ring us on 01903 237862.
The booking form is displayed on our secure web site and is designed to record the minimum amount of data required to make the booking. We also ask one general question as to how you found our site. Once you are happy with the information it is encrypted and submitted. Upon receipt your booking will be unencrypted and entered into our database. We transmit to the suppliers appointed representatives the basic data in order to request the booking (we never transmit credit card information). Once the booking is confirmed we provide your debit/credit card details, they charge your card and email to us their pre paid rental voucher which we check and send to you. Consequently, your contract for the provision of the vehicle is with the suppliers appointed representatives. A separate contract (Rental Agreement) for the rental period is with the supplier of the vehicle (e.g. Dollar, Budget, Alamo etc) and will signed by the lead driver when collecting the vehicle and will include any optional items selected and payable locally.
You print the pre paid rental voucher plus any other accompanying documentation and present it at the desk where you will be collecting the car. Without this documentation you are unlikely to be given a car. You will be asked to initial and sign a document which forms the basis of your car rental contract with the supplier i.e. the legal terms for the actual rental period itself. Depending on the type of vehicle and the collection point, the booking process can take up to three working days, but is usually completed within one day.
I NEED TO AMEND BY BOOKING
  Please call on 01903 237862 quoting the name of the lead driver and the reservation number. Alternatively, please email reservations@fifteen02.com with the full details of the change. An amendment charge may be applicable.
WHAT HAPPENS IN THE EVENT THAT THE VEHICLE IS DAMAGED OR STOLEN?
  The Renter is required to contact the vehicle supplier immediately. A full report must be made to the nearest Police Station within 24 hours where an accident has occurred and 6 hours in the case of theft. A Case Reference number must be obtained from the Police Station. An Accident & Theft report must be completed, these are obtainable from any depot. Personal belongings stolen or lost during an accident are not covered (these are usually covered by your travel insurance). It would be advisable for Renters to obtain personal belonging insurance prior to their trip.
I HAVE NOT YET RECEIVED MY PRE PAID RENTAL VOUCHER
  Please contact us on 01903 237862 or via email at reservations@fifteen02.com as soon as possible as failure to present a voucher at the depot when collecting the vehicle may result in charges being levied or refusal of the vehicle.
IS THERE ANY LIMIT ON THE MILEAGE?
  Most of our vehicles have unlimited mileage. In Canada, Australia, plus some other countries, a mileage charge may be levied on some larger/prestige vehicles. When booking, the web pages will include this information plus your pre paid rental voucher will have the situation clearly described.
WHAT HAPPENS IF THE VEHICLE BREAKS DOWN?
  In the event of any mechanical difficulties it is important that you advise the local car rental company as soon as possible, (within 24 hours). The car rental company must give authority to replace or repair a vehicle. In the event of any unresolved difficulties, please do not hesitate to contact us on 01903 237862. It is not advisable to leave valuables in the vehicle should you breakdown as they are not covered by the rental agreement.
HOW FAR IN ADVANCE SHOULD I BOOK MY VEHICLE?
  If you are intending to hire a vehicle which covers partly or fully a major holiday period then we recommend that you book the vehicle as far in advance as possible remembering that your credit card will be charged with the full amount as soon as the vehicle is confirmed by the supplier. If you are hoping to rent a 7 seater or larger or a convertible, remember that during the summer, Christmas and Easter, these are extremely popular vehicles and may be in short supply. Please note that it is advisable to book a minimum of 72 hours before travelling to avoid disappointment as some suppliers reservations offices do not operate over the weekend. Most bookings can be completed within 24 hours of receipt however, may take longer depending on the vehicle group selected.
THE PRICE ON YOUR WEB SITE WAS CHEAPER A FEW DAYS AGO - CAN I BOOK AT THOSE RATES?
  Unfortunately not. Our prices alter regularly. Once you receive our confirmation email the price is guaranteed. However, if there has been a price change we will always contact you before any charges are processed to your credit card to discuss how to proceed .
IS YOUR WEB SITE SAFE - CAN I ENTER MY CREDIT CARD DETAILS SAFELY?
  Our web site is fully compliant with the latest security protection. Your booking is encrypted with the highest software algorithms and sent through to us where we have to enter a special code before we can even see the booking.
WILL YOU SELL MY PERSONAL DETAILS SENT TO YOU?
  Your personal information is safe with us and we will not sell or send any information to other companies without your express permission. This excludes companies and/or representatives of suppliers that place your bookings.
IF I RETURN THE VEHICLE EARLY CAN I GET A REFUND?
  All of the car hire companies we use throughout the world will not refund in this situation.
WHY DO I HAVE TO LEAVE A DEPOSIT?
  A security deposit is normally reserved (i.e. blocked off) against the lead drivers credit card when collecting the vehicle. This is to ensure that that the rental company can charge any local additional fees (where applicable) such as child seats, one way drop off fees, additional drivers, parking fines, speeding fines etc.
HOW MUCH IS THE SECURITY DEPOSIT LIKELY TO BE?
  This differs from country to country, and is decided by the supplier for the type of vehicle rented. Your pre paid rental voucher will clearly display the amount of the deposit required.
WHAT IF I WISH TO COLLECT THE CAR EARLIER THAN THE TIME ON THE VOUCHER
  You must ensure that if the vehicle is collected early and the original return time on your voucher is adhered to, that you do not commence an additional day. If this is the case then you will probably be charged locally for an additional days rental. Car rental bookings are based on a number of days displayed on the voucher and is calculated in units of 24 hours. Any partial 24 hour period is treated as a whole day, i.e. 24 hours.
IF I NEED TO EXTEND THE BOOKING ONCE I HAVE COLLECTED THE VEHICLE WHAT SHOULD I DO?
  In the first instance you should immediately contact ourselves on +44 1903 237862. It may be possible to extend the booking at the rates we originally charged, rather than you have to pay the rate charged locally. This is not always possible, however, it depends entirely on the supplier of the vehicle. Some suppliers allow an extension without having to return the car, others insist on returning the vehicle and making a brand new booking. Others will not allow an extension and will charge you locally at their rates prevailing at the time.