Help Whilst on Hire

All our current hire vehicles use diesel fuel. Check the rental agreement and vehicle before refuelling if you are ever unsure.

Return the vehicle with the same fuel level recorded at collection to avoid refuelling charges. Extra fuel left in the tank is not credited.

Do not start or continue driving the vehicle. Contact us immediately by calling us on 01962 670067 or 01962 674 876 outside office hours. Wrong-fuel incidents are driver-induced and are not covered by breakdown or waiver protection.

Your actual allowance is stated on your rental agreement. As a general rule, a 24-hour hire includes 200 miles and excess mileage is currently charged at 20p per mile.

After the first 24 hours, carry out appropriate daily checks including fluid levels and tyre condition/pressures. Report warning lights, damage or defects promptly.

Smoking or vaping is not permitted in our commercial vehicles. Cleaning or damage charges will apply if the vehicle is smoked in.

No. Only drivers authorised and named on the rental agreement may drive. This breaches the rental agreement and invalidates the insurance protection.

Use clean dust sheets or suitable protective wrapping. Cover soft furnishings and mattresses so they remain clean during loading, transport and unloading.

Check the vehicle payload information and remember that payload includes everything added to the vehicle, including people and cargo. Do not exceed the vehicle's legal limits. If capacity is critical, ask us before loading.

Vans are taller and wider than cars. Know the vehicle dimensions before entering car parks, height-restricted sites, narrow roads or drive-through areas. Take extra care when reversing and around overhead obstacles.

Use the tail lift only within its stated capacity and follow the operating & safety instructions. The current Luton tail lift is rated up to 450kg, but confirm the vehicle-specific limit before use.

Yes. You can take our hire vehicles to Hampshire Household Waste Recycling Centres, although you should check whether any height restriction will apply to the vehicle you have hired.

You should check the current booking and access requirements directly with Hampshire County Council before travelling.

Your rental paperwork may be required when entering the recycling centre.

You are responsible for checking and paying any applicable Congestion Charge, ULEZ, toll or other road-user charge for your journey. See our Travelling Through London guidance.

Check the official charging authority immediately. Some charges can still be paid after travel within a limited period. Acting promptly may avoid a Penalty Charge Notice.

You are responsible for charges and offences arising during the hire. Where an authority contacts us, we may provide the hirer details and apply the administration charge stated in our Tariff & Terms.

Not without our agreement. The vehicle must only be used for approved purposes and destinations.

The boundary shown is a guide. Always check with Alco Van Hire before travelling outside the normal permitted hire area.

For an urgent problem while the vehicle is on hire, call us on our 24/7 emergency number 01962 674 876.

In the unlikely event that you break down or experience another problem whilst a vehicle is on hire, please refer to the information supplied with your rental agreement.

For a breakdown, the previous FAQ instructed customers to contact The AA on 0800 420 420 and quote the rental agreement number and vehicle registration.

Driver-induced faults may not be covered and may therefore be chargeable. Examples previously listed included:

• Using the incorrect fuel.
• Wheel changes.
• Running out of fuel.
• Being locked out or losing/breaking a key.
• Road traffic accident recovery, depending on fault.

No. Breakdown assistance does not mean customer-caused problems are free. Driver-induced faults such as wrong fuel, running out of fuel, lost or damaged keys, lockouts, and some wheel or tyre incidents may be chargeable. You may also be responsible for applicable call-out, recovery, repair, and other costs in accordance with the rental agreement and current Tariff Guide.

Stop somewhere safe if necessary and contact us by calling 01962 670067, or 01962 674 876 outside office hours, for advice. Do not continue driving where doing so could be unsafe or cause further damage.

Move to a safe place if possible and contact us by calling on 01962 670067. You may also contact AA assistance, call 0800 420 420 and have the vehicle registration and rental agreement details ready. Tyre/wheel damage may be subject to a specific excess or charge.

Contact us immediately by calling 01962 670067 or 01962 674 876 outside office hours. Lost, stolen or damaged keys and associated consequential costs are not covered by Collision Damage Waiver (CDW). You may be responsible for the full replacement, locksmith and recovery costs, together with any applicable administration charge.

Do not admit liability.Record the scene, exchange the required details, obtain witness information, take photographs and call us immediately on 01962 674 876 while you are still at the scene. Complete the Online Accident Reporta at the roadside, or as soon as possible, and no later than 48 hours after the incident.

You should go to our online Accident Report to make an immediate report. If you cannot do this at the roadside, record the date, time, and location; third-party vehicle, driver, owner and insurance details; passengers; damage; witnesses; police details where applicable; and photographs showing vehicle positions, road layout & signage and damage.

Yes. Complete Alco Van Hire's Accident Report as soon as possible and no later than 48 hours after the incident. Supply the photographs and any requested witness statements.

No. Do not admit liability at the scene. Exchange the required factual information and report the incident to us by going online to our Accident Report to make an immediate report.

We can sometimes extend a hire where the request is made at least two working hours before the scheduled return time and the vehicle remains available.

Any additional rental charge must be paid and the extension agreed before the original hire period expires so that the insurance can be extended.

If an extension has not been agreed before the original return time, the vehicle may be treated as a late return.

The vehicle is inspected and its fuel level and mileage are recorded. A copy of the check-in report is emailed to you.

No. We do not offer an out-of-hours return facility. You remain responsible for the vehicle and keys until they are physically handed to a member of staff.

Contact us by calling 01962 670067 at least two working hours before the agreed return if you need an extension. An unagreed late return may attract a late check-in fee and further rental charges, and will affect your insurance cover.

An unauthorised late return may result in additional rental charges and/or a late-return charge in accordance with the Terms & Conditions.

No. If you return the vehicle before the end of the agreed hire period, we will not refund any unused charges.

Your responsibility continues until the vehicle and keys have been physically returned to and accepted by our staff. Leaving a vehicle or keys unattended does not end the hire.

Tell us about damage promptly. If it resulted from an incident, follow the accident procedure rather than waiting until return. At return, point out any damage to our agent.

Check the vehicle thoroughly before handing it back. Alco Van Hire does not accept liability for personal belongings left in the vehicle after the hire.