Security Deposit & Damage Policy

1. Deposit amounts

The security deposit depends on the vehicle category:

2. How the deposit is taken

2.1 At pick-up we place a pre-authorisation for the deposit amount on a credit card in the main driver's name. Debit cards, prepaid cards and cash are not accepted for the deposit.

2.2 A pre-authorisation reserves the amount on your card, so it reduces your available credit, but no money is taken. We can only take money from the hold for amounts you owe under our Rental Terms & Conditions, subject to the notice, evidence, dispute and payment-authorisation safeguards in section 4.5 of those terms.

2.3 If the pre-authorisation fails, we can't release the vehicle. In that case our Cancellation & Refund Policy applies.

3. When the deposit is released

3.1 If the vehicle is returned on time, with the right fuel or charge level and no new damage, we release the full hold on the day of return, or the next working day.

3.2 If charges are due, for example fuel, extra mileage or late return, we send an itemised statement, follow the notice and dispute safeguards in section 4.5 of the Rental Terms, and release the undisputed remainder promptly.

3.3 If new damage needs to be assessed, we may retain only the existing authorised hold, no more than the deposit amount and the reasonably estimated loss until the assessment is complete, and for no longer than 14 days. If the assessment isn't finished by then, we release the hold and charge you separately if anything is owed.

3.4 After we release the hold, your card issuer usually takes 7 to 10 working days to make the funds available again. We can't speed this up, but we can send you confirmation of the release to show your bank.

4. Recording the vehicle's condition

4.1 At pick-up we go round the vehicle with you, mark existing damage on the rental agreement and take date-stamped photos. Please check the record and tell us about anything we've missed before you drive away.

4.2 At return we inspect the vehicle again, with you if you're there, and take date-stamped photos. If you return the vehicle outside opening hours, or we collect it from you, we inspect it as soon as we can and send you the photos if we find new damage.

5. Wear and tear

We don't charge for fair wear and tear from normal use, such as:

• light surface scratches that can be polished out, and stone chips under 3 mm that don't need paint;
• normal tyre wear;
• light marks on the interior from normal use.

Damage includes dents, scratches through the paint, scuffed or kerbed alloy wheels, cracked or chipped glass, torn or burnt upholstery, and damage to tyres other than normal wear.

6. How damage is charged

6.1 If we find new damage, we will send you, within 14 days of the return:

• the photos from pick-up and return showing the damage;
• an itemised repair estimate or invoice from an independent repairer, or our standard repair rates if the vehicle is repaired in-house;
• the amount we propose to charge.

6.2 What you pay is capped at the excess for your vehicle category, or at £250 if you bought Excess Reduction, including any damage handling fee of £50 within that cap, not in addition to it. If an exclusion in our Insurance & Protection policy applies, you may pay the full cost.

6.3 Where the damage is minor and we choose not to repair it straight away, we will charge only a fair amount for the reduced value of the vehicle, never more than the estimate for repair.

6.4 We may also charge reasonable loss of use for the days the vehicle can't be rented while being repaired. This is charged only for proven loss caused by you that falls outside the agreed waiver, after reasonable mitigation and deduction of costs saved. We provide the repair period and calculation, do not charge twice for the same period or loss, and do not remove the excess cap for an unrelated breach.

6.5 We charge damage only once. If a third party or their insurer pays us for the damage, we refund what you paid.

7. Challenging a charge

7.1 If you disagree with a damage charge, please reply to the email we sent within 14 days, explaining why. We allow at least that time before collecting a damage charge. Missing this response window does not remove your statutory rights or your right to challenge a charge later. Include any photos or evidence you have.

7.2 We will review the evidence and reply within 14 days. While we review it, we won't take any further payment for that charge. If we can't resolve the disagreement, you can use our Complaints Procedure.