Our guide to having a smooth journey

Before you come to collect your Hire Vehicle

• Make sure you have read our Booking Information page.
• Check your confirmation email to ensure you have completed your insurance declaration and returned the required documentation to us by email.
• Make sure you have your photo ID and booking reference number ready to collect your vehicle.
• Read your Rental Agreement Terms and Conditions to fully understand your obligations.
• Read our guide to how we use your Personal Data.

On collection, before you set off

Check the vehicle carefully for damage such as scratches on the bodywork. An inspection may have already been carried out on the vehicle in your absence, this will have been emailed to you, make sure you are happy with its contents before you set off.
It is always a good idea to take photographs of your vehicle on your phone before you set off. - This will help to ensure there are no problems later.

Familiarise yourself with the Vehicle.
Make sure you know where the controls are for the essential instruments such as headlights, horn and hazard warning lights and what type of fuel the Vehicle uses. For further information check the Rental Agreement. Should you require further assistance, please ask before leaving the branch or call 01962 67 00 67.

Whilst on Hire

Protecting what you are transporting
By the nature of what they are, our vans are used for a variety of things every day, whilst they are regularly cleaned, we suggest that you always make efforts to protect what you are transporting. The easiest way to protect your items is by using disposable polythene dust sheets, such as these. We would always suggest that you lay a new clean dust sheet on the floor of the vehicle, before loading any of your goods.

For soft furnishings and things that need to be kept completely clean, such as cushions & fabric items like curtains, we recommend packing them inside a strong plastic bag securely tied at the top. For larger fabric things such as mattresses, we would always suggest that you wrap them in a polythene sheet and tape the edges down with a parcel tape or similar.

That way they are not only kept clean whilst being transported, but whilst they are being loaded and unloaded, and also protected from the occasional downpour, assuming you are unlucky enough for it to be raining whilst you move!

Drivers & Limitations
Your attention is drawn to the Unauthorised Drivers Declaration that you will have signed. If you should have a problem whilst on hire you should contact us immediately. The vehicle must not be used for any purpose or to any destination not approved by us and noted on this rental agreement at the time of the hire.

Speed limits, fines & penalties
As hirer of the vehicle, you are responsible for it as if you were the owner and have to pay for any charges the vehicle may incur during the period of the rental agreement. This includes any congestion charges, emission charges, tolls or parking charges that apply during the hire period and also any fines and penalty charges that occur because of infringements or offences involving the vehicle whilst the vehicle is on hire to you.

An administration charge will also apply to any fines and/or penalties. Please refer to section 10.2 of the Terms and Conditions for more details.

London, within the M25 & Greater London
If you are travelling within Greater London, you need to ensure that you have paid the correct charges depending on which zone of London and the time of day that you travel through. For information to help you avoid receiving a Penalty Charge Notice visit our travelling through London page.

Fuel
You are responsible for your own fuel. You should return the vehicle with the same level of fuel there was in the tank on collection to avoid having to pay any refuelling charges. Any extra fuel left in the tank will not be credited.

Smoking
It is illegal to smoke in any of our vehicles as they are commercial vehicles and workplace laws apply to them. You will be charged a cleaning fee if you smoke within the vehicle.

Mileage Allowances
A mileage allowance is applicable to your hire. Please check the charges section for your allowance. A charge will be applied to your payment card to cover the cost of excess mileage upon your return.

Driving abroad
We only allow our vehicles to be taken overseas with our written consent. You must not travel outside England, Wales, or Scotland without our permission.

Breakdown Procedure
In the unlikely event you breakdown, you should contact the AA 24 hours a day by calling the number on the back of the Rental Agreement. You will need to quote the vehicle registration number and you will need to show the patrol your rental agreement.
Been involved in an Accident?
If you are involved in an incident or accident at any time during your hire, you must record all the information at the scene and follow the advice at www.alcovanhire.co.uk/accident. Do not forget to report it to us whilst you are at the scene by calling us 24/7 on 01962 674 876.

Extending your Hire Period
If you need to extend your hire beyond the agreed date and time, please call us at least 2 working hours before your return time. Failure to do so will result in you being treated as a late return. See Late Returns for charges that apply.

Returning your Vehicle

Early returns
If you return the vehicle before the return date and time stated on the rental agreement, then the hire period will end when you return the vehicle to us and hand the vehicle keys to our agent. We will not refund any unused charges.

Late returns
You should always allow plenty of time to get back to our office. The return date and time is clearly stated on the rental agreement. You must notify us at least 2 working hours before your scheduled return, if you are going to be late returning your vehicle, as your insurance will lapse. Failure to do so will result in a late check-in fee being applied in addition to the standard daily rental charge.

Out of Hours Returns
Please be aware that we do not allow out of hours returns. Our office is usually open 9 hours per day, 7 days per week. Please ensure you return your vehicle within this period. If you return the vehicle when we are closed, you should retain the keys and return these when our office opens the following day. You are responsible for the hire vehicle, and will be charged accordingly, until you physically return the vehicle and keys to a member of our staff.

Reporting damage
Please inform our agent at the time of return if any damage has occurred to the vehicle. We will need to assess the cost of repair and you will be charged for any damage not covered by the insurance or the Collision Damage Waiver.

If you are involved in an incident or accident at any time during your hire, you must record all the information at the scene and follow the advice at www.alcovanhire.co.uk/accident. Do not forget to report it to us whilst you are at the scene by calling us 24/7 on 01962 674 876.

Personal Belongings
We do not accept liability for any items or personal possessions that you may have left in the vehicle at the end of the hire period. Please be sure to check the vehicle thoroughly before you return it to us.