Before You Hire FAQs
Answers to common questions about booking a van, availability, prices, payment, changes and general hire arrangements. For detailed eligibility and evidence requirements, see Driver Requirements and Document Requirements.
How do I make a booking?
Read the relevant pre-booking information, then use our Book Now page. Online booking is available 24/7. If you need guidance before booking, call us on 01962 670067 during our telephone opening hours.
Step One
Choose your collection and return dates and times. The booking system only offers slots that can be selected.
Step Two
Select from the vehicles available for that period, then choose Book on your preferred vehicle.
Step Three
Choose any extras, enter the driver's details, answer the booking questions and enter the payment details. After booking, each driver must complete their declaration and provide the required documents.
How can I check availability?
Our online booking system shows live availability for the dates and times you select. Only available collection and return slots, and vehicle types are displayed.
Why are no collection or return slots showing?
A slot will not be displayed if we are closed for collections or returns at that time, or if no suitable vehicle is available. Try adjusting your dates or times.
Why is the vehicle I want not shown?
If a vehicle type is not shown, it is not available for the exact period selected. Try varying your collection and return times, and this may reveal additional availability.
How do I know my booking went through?
Once payment is authorised, the booking system displays a confirmation screen and booking reference. A confirmation email is also sent to the email address entered during booking.
What happens after I book?
Complete the driver insurance declaration and provide the required documents as soon as possible and no later than 4pm on the working day before the hire. Use the link in your confirmation email, or Open the Declaration Service.
How far in advance should I book?
Book as early as practical, particularly for weekends and busy periods. The online system shows current availability.
What does the advertised price include?
Our advertised hire price includes VAT, the minimum compulsory insurance and the applicable mileage allowance. Optional extras or additional insurance charges may apply depending on your circumstances.
Is VAT included?
Yes. VAT at the applicable rate is included in our advertised charges.
What payment methods can I use?
The rental charge is payable at the time of booking. Payment can be made using Visa or Mastercard branded credit or debit cards.
Is there a deposit?
We do not charge a standard rental deposit; the hire charge is paid in full when you book. If additional charges are likely, your payment card may be pre-authorised during the hire.
Can I get a VAT invoice?
Yes. The final VAT invoice is produced after the hire has ended so that any additional charges can be included. If you need a copy, Contact us quoting your booking reference.
Could extra charges apply after I book?
Yes. Examples include excess mileage, refuelling, fines and administration charges, damage or insurance-related charges, late return charges and agreed booking amendments. Your rental agreement and tariff explain the applicable charges.
What are the mileage allowances and charges?
As a general rule, standard daily hires include 200 miles for each 24-hour hire period.
Shorter hires and Special Offers may have different mileage allowances.
Your applicable mileage allowance will be shown on your rental agreement.
Mileage is checked when the vehicle is returned and any excess mileage is charged in accordance with the rate applicable to your hire.
What time can I collect or return the vehicle?
Available collection and return slots are shown when you book online. Your confirmed times are stated in your booking confirmation and rental agreement.
Can I add an additional driver?
Yes, subject to an additional charge. Every additional driver must meet the applicable Driver requirements, complete their own declaration, provide the required documents and be authorised before driving.
Can someone who is not named on the rental agreement drive the van?
No. Only drivers who have been approved and named on the rental agreement may drive. Allowing an unauthorised driver to use the vehicle will invalidate your insurance cover and is a breach of the rental agreement.
What if I need to cancel?
We require a minimum of 48 hours written notice. Use our online Change or cancellation form. Cancellations after this period are charged in accordance with the applicable terms.
What if I need to change my collection or return date?
We require a minimum of 48 hours written notice for booking changes. Use our online Change or cancellation form. Changes remain subject to availability and any applicable amendment charge.
What if I need to change the vehicle type I booked?
Submit the request using our online Change or cancellation form. We will do our best to help, subject to availability and the applicable notice period.
What if I need to change the driver?
Use our online Change or cancellation form. The replacement driver must meet our requirements, complete a declaration and provide their documents before being authorised.
Can I hire a vehicle one way?
No. Alco Van Hire vehicles must be returned to our Winchester office where they were collected.
Are the vans manual or automatic?
All our current hire vehicles have a manual gearbox.
Can I use a hire van for towing?
No. Our insurance does not permit towing with our hire vehicles.
Do I need an Operator's Licence?
Our hire vehicles are no more than 3,500kg GVW, so an Operator's Licence is not normally required for personal use, based solely on the van's weight. But commercial-use rules can depend on circumstances, so check current GOV.UK guidance if you are unsure.
Is there a limit on where I can travel?
As a Winchester-based company, we generally restrict our hire vehicles to an area within approximately 100 miles of our Winchester office.
This enables us to provide appropriate support if you have an accident, breakdown or other incident whilst the vehicle is on hire.
The map below provides a guide to our normal hire area. If you need to travel outside this area, please Contact us before booking so that we can discuss your requirements.
The boundary shown is a guide. Always check with Alco Van Hire before travelling outside the normal permitted hire area.
Can I take the vehicle outside the UK?
No. Our current policy is that hires remain within England and Wales only unless we have specifically agreed otherwise in writing. Scotland is not permitted, and you must not take the vehicle outside the UK. Do not assume travel outside the permitted area is allowed.
How do I choose the right size van?
Compare the load-area dimensions, payload and vehicle information on our Van Hire pages. If a particular measurement or capacity is critical, confirm it with us before booking or loading.
What do I need to bring with me to collect the vehicle?
Please ensure that you bring your photocard driving licence and other photographic identification, if requested, on collection.
Please arrive for your vehicle at the scheduled collection time shown in your booking confirmation.
If you arrive before or after this time, you may experience a short wait before the vehicle can be handed over.
Can I leave my car at your site?
We are a busy site, with vehicles frequently blocking others in, so wherever possible we strongly recommend that you are dropped off when collecting your hire vehicle.
If you do leave a car with us whilst you are on hire, you do so at your own risk.
We do not have a secure parking area and take no responsibility for damage, accidents or losses which may occur to your vehicle in your absence.
We also cannot guarantee that a vehicle left on site will not be blocked in by another vehicle.
