Frequently Asked Questions

What's on your mind? Here are the answers to your most pressing questions. If you can't find what you're looking for, please get in touch.

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COLLECTING YOUR HIRE VEHICLE

I’ve left my driving licence at home. Can I still collect my hire vehicle?

Unfortunately you can’t. We need to see your full driving licence before you get behind the wheel.

Please remember to bring all parts of your driving licence when you collect your vehicle. For example, if you have a UK driving licence, please bring both the photo card and paper parts.

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PAYING WHEN YOU COLLECT YOUR HIRE VEHICLE

Can I pay by cash?

Unfortunately we no longer accept cash.

Remember to bring your credit card when you pick up your hire vehicle. This must be in the same name as the main driver.

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YOUR HIRE DOCUMENTS

What happens if I forget to bring my voucher when I collect my hire car?

If you have already paid for the voucher, it’s not a problem. You can still collect your hire car.

But if it’s a voucher from a travel agent, for example, we need to see it before you can drive your hire car away.

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CHANGING YOUR BOOKING AFTER YOU'VE COLLECTED YOUR VEHICLE

Can I add an additional driver once I’ve collected my hire car?

Yes, of course. Simply head to the nearest hire station and show them the additional driver’s licence. Adding another driver will cost more. The amount depends where you hire your car, but we will tell you upfront.

Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

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TOLL CHARGES

Where is the Congestion Charge zone?

The Congestion Charge zone covers central London. It spans Hyde Park in the west to Vauxhall in the south, Tower Hill in the east and Regent’s Park in the north.

You can find out exactly the areas it covers by viewing the Congestion Charge map.

We can pay on your behalf for the first day of your rental. Just let us know when you collect your hire vehicle and we will add it to your rental agreement.

Discover how to pay the charge.

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Will I need to pay for toll roads when I’m in my Avis hire car?

Yes. To save you the hassle of carrying cash, you can pay for these tolls through your booking in some countries.

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RETURNING YOUR HIRE VEHICLE

What extra charges might I pay when I return my hire vehicle?

Don’t worry. We won’t charge you for a service you haven’t used or surprise you with extra costs at the end of your journey. Our policy is honesty.

If you haven't already paid for extras such as a sat nav, you will pay for them at the end of your trip.

You may also be charged if your hire vehicle is damaged or you return it late.

Dropping your rental off after hours? For peace of mind, take pictures of the vehicle when you return it as proof of the condition you left it in.

Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

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Will you charge me a cleaning fee if my hire car gets dirty?

We understand your hire car might get dirty during your journey, so won’t charge a cleaning fee for normal wear and tear. However, if this dirt is excessive we may charge a cleaning fee to cover the cost of professional valeting.

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What happens if I return my hire car damaged?

We understand this is a common concern. When you collect your hire car, we will check it and mark any existing damage on your rental agreement or vehicle condition report. You then sign this to confirm you are satisfied. Rest assured, we will never charge you for any damage that already existed.

You will not be charged for any small scuffs and dents you pick up during your journey, as we understand this is normal wear and tear for any vehicle. These are:

• Abrasions or surface scratches less than 25mm (1 inch) that can be polished out without the need for special equipment
• Dents less than 25mm (1 inch) that don’t crack or flake the paintwork
• Stone chips less than 5mm (0.2 inches) without denting
• Chip marks to glass that don’t penetrate the first layer
• Scuffs to wheel trims that don’t cause cracks or gouging
• Interior stains or marks that can be cleaned off

If further damage was caused to the hire car during your rental, you will be charged in line with industry standards using estimating tools such as Audatex.

In the case of any damage, we will charge the total repair costs up to the excess amount, which was agreed at the time of your rental contract unless there was a breach of our terms and conditions.

Find out more about your protection options and reducing the amount you pay if your hire car is damaged.

And don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.

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Already planned a trip? Check your booking.

WHAT HAPPENS NEXT?

I left something in my hire car. Do you have a lost property service I can contact?

We’re almost always able to reunite possessions with their owners. Call the Avis location where you returned your car, providing your name, the item(s) you left behind and either: your booking reference number, rental agreement number or Avis Preferred Customer Number.

We will then check the vehicle for you. The phone number will be on your rental agreement. If you don’t have it to hand, look up your hire station.

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Frequently Asked Questions