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Questor Insurance limited
If you have any queries regarding your insurance please call Questor directly on 0871 434 1307.
Callers must be Aged 18+. Please ensure that you have the bill payer's permission before entering this service. Calls cost £0.10ppm from a BT Landline, calls from other networks may vary and calls from mobiles may cost considerably more.
What’s included in the price quoted?
What’s not included in the price?
We will endeavour to request special request items, such as a roof rack, child seat, etc, that are payable locally and subject to availability. Petrol, personal accident insurance and where applicable , young driver surcharges, additional driver and young driver charges, one way airport fees and taxes all vary with location; please request information on current charges payable locally. Please note, in most destinations, windscreens, tyres and the under carriage of the vehicle are not covered under the included insurance policy. Additional insurance may be required if taking the hired vehicle outside the country of car hire. Parking and traffic fines are the responsibility of the renter. Delivery, collection and out of hours charges, if applicable, are payable locally.
All local charges and taxes are subject to change by the local supplier.
What do I need when I collect my vehicle?
A valid credit card is required as a security deposit against damage; please ensure that you have adequate funds to cover the amount to be swiped, although no charge will be made unless damage occurs.
Failure to present the correct documentation may result in the supplier refusing to supply the vehicle. No refund will be given in these circumstances.
How are car hire periods calculated?
Car Hire periods are calculated on a 24 hour basis. After collection of the vehicle, extensions of the hire period and missed return deadlines will be charges by the local supplier at a daily rate. No refunds are payable on cars returned early.
Is the vehicle supplied with a full tank of petrol?
There are generally 2 types of fuel policy:
1. Our suppliers require you to pay for a full tank of petrol on collection of the vehicle. On return of the vehicle the tank must be as empty as possible as no refund will be made.
2. Some suppliers charge a deposit which is refunded if the car is returned with a full tank.
Please check which applies when you collect your vehicle.
Do I need to supply any flight details?
If you are collecting your car at the airport, it is imperative that we are given your correct outbound flight number and estimated arrival time. If this is not possible when booking the vehicle, please ensure that you contact our reservations team at least 7 days of departure with the information. If we are not supplied with the correct flight information in good time, no responsibility can be accepted or compensation allowed for a failed rental.
What happens if I arrive out of hours?
We are happy to arrange for your vehicle to be available at the airport outside normal opening hours. However, in some cases this will attract a small ‘out of hours’ fee, details of this will be advised at the time of our receiving your outbound flight information. Please note that should your flight be delayed, causing collection of the car to fall within ‘out of hours’ times, this charge will also apply. In either case, these charges are paid locally.
Will my driving licence be accepted?
Drivers must produce a full British/National Driving licence held for at least one year (some exclusions may apply). We should be informed at the time of booking of any endorsements on the driver’s licence as in some cases, hire will not be possible with certain types of endorsements. No refunds will be given for car rentals aborted due to non production of any driving licence or non–disclosed endorsements. If you have a new photo ID driving licence you will need to take the paper counterpart with you. Faxed or photocopied licenses are not acceptable.
What is the Minimum/Maximum age to drive in a foreign Country?
If you are under 25 years old or over 70, it may still be possible to rent a car with us but some age restrictions do apply in certain destinations. Contact us if you are unsure.
How many people is the vehicle licensed to carry?
Vehicles are insured for a maximum number of passengers and for safety reasons this number must not be exceeded. If exceeded, the insurance will be invalid. Some group A vehicles are insured for a maximum of 4 passengers. All other groups are insured for a maximum of 5 passengers, unless specified.
Can I take the vehicle out of the country?
Restrictions may be applicable when crossing country boarders. Please advise the reservations department at the time of booking if you plan to drive out of the country of vehicle collection. Charges may sometimes apply for additional insurance and if so these are payable locally.
Europe – the hirer is usually entitled to drive throughout Europe. Border charges may apply for certain countries.
USA – the hirer is usually entitled to drive throughout the state of original hire and into neighbouring states. There may be a charge for crossing several states. Cars may not be taken into Mexico, but may be driven into Canada. All cars must be returned to the US location.
Canada – The hirer is usually entitled to drive throughout Canada and the USA, returning the car to the original location.
In some locations there will be an extra charge for ‘special request’ items such as child seats, roof racks, ski racks and snow chains and are payable locally. These items are readily available for our clients in most locations but must be requested at the time of booking. Please note that in most countries child seats are mandatory. No guarantee can be made regarding special request availability.
I need to cancel my rental, am I entitled to a full refund?
If no cancellation protection has been purchased there will be an administration fee which in some cases may be as much as the original rental premium. No refund will be given for ‘No shows’, early returns or voluntary down–grades of booked vehicles, even if cancellation protection has been taken.
Please note: the pre–paid rental voucher is non–transferable.
Amendments : we will not charge you for your first Amendment. All subsequent amendments will be subject to a £5 amendment fee.
No show fee: £15.00
7 or more days before rental commencement date £15
6–3 days before rental commencement date 50%
2–0 days before rental commencement date 75%
All cancellations must be made in writing by the lead driver of such reservation. Please email us at firstname.lastname@example.org
Original vouchers must be returned to us before the rental start date otherwise no refund of any pre paid monies will be made.
Can I make amendments to my booking?
We will do our best to assist if you wish to amend your booking; please notify us as soon as possible to give us an opportunity to make the change. Please not that some amendments may be subject to an administration fee of £15.00
Can the vehicle type be guaranteed?
We cannot guarantee a particular make or model of a vehicle. The vehicle on your hire voucher is for guidance only and we reserve the right to substitute it with another cost. If you are dissatisfied with the standard of the car booked, you must advise the local supplier immediately and write to us within 28 days of your return. Failure to do so may result in any claims not being settled.
What happens in the event of breakdown/accidents?
In the event of any mechanical difficulties or accident involving your rental vehicle, it is imperative that details are reported to the local car hire supplier straight away. You should also notify the local Police in the case of accidents and a signed Police report obtained. You should also obtain full details of any third parties involved. Authority to repair or replace a vehicle must be obtained for the local car hire supplier and whose name and address appears on your voucher and rental agreement. You should retain copies of all rental documentation in the event that an insurance company becomes involved. Compensation cannot be considered when this procedure is not followed correctly.
Can the supplier refuse to supply me with a vehicle?
Please be aware car hire suppliers can refuse to provide a vehicle to any customer who is in their opinion unfit to drive or does not meet eligibility requirements. In such cases, your contract becomes void and we will have no further liability to you.
What do I do if I have problems with my hire?
We endeavour to resolve any complaints as quickly as possible on receipt of all applicable paperwork but please allow up to 28 days.
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