FAQS

Frequently asked questions



Q. Must I refuel the vehicle?

Yes! Your hire vehicle will be supplied to you with a minimum quarter tank of fuel. We ask that you top it back up to the supplied level at the completion of your rental period. Therefore you just pay for what you use.                

Q. Is mileage included?

On short term bookings of one/two days your hire rate will include 200 miles per day. Excess mileage will incur a small charge of 10p per mile including vat. On bookings of three days or more, the hire rate will include unlimited mileage. Long Term Rentals of 28 days or more have a fixed monthly mileage limit which will be agreed at the time of booking.

Q. Is insurance included?

Fully Comprehensive Insurance Cover for use in the UK is included within all quoted online rates. However we are happy to hire on C.O.I (Customer's Own Insurance) provided current comprehensive cover is in place and proof is supplied by way of a cover note from your insurer specifically covering the vehicle you are looking to hire and for the full rental period. Speak to Our Rental Team on 01603 624 275 for details of C.O.I rates.
 
Q. Can I take my hire vehicle abroad?

We are able to allow the majority of our hire vehicles to be taken overseas. However this will naturally incur additional charges to cover extensions to our insurance policy and additional breakdown cover etc. Any sea crossing requires written authorisation from the vehicle owner, this will of course be supplied along with any other items required to ensure you are travelling within the rules and regulations relating to driving outside the UK. Due to the number of variables involved with foreign travel, we are unable to quote online. Please call our team on 01603 624 275 for your own personal quote and to confirm we are able to offer the vehicle you need and insurance for the destination you have chosen. In the case of a 17 seat minibus we are unable to allow these to travel abroad.  
 
Q. What is the age limit to be able to hire?

All lower age limits are listed next to each vehicle description. These vary from 23 years for small vehicles to 25 years for family sized cars and larger vans on to 30 years for Executive and Luxury Cars. 17 Seat minibuses carry a minimum age limit of 35 years. Our upper age limit to drive is 70 years provided the driver is fit, healthy and in possession of a current full driving licence with the appropriate category to drive their chosen vehicle.

Q. How long must I have held a full licence for to be able to hire?

All drivers must have held a full licence for a minimum of two years. 
 
Q. I have a foreign licence, am I able to drive?

Visitors are able to drive with a licence from their own country of origin provided they are also written in English. Driving licences issued outside of the EU must also be accompanied by an International Driving Permit. Foreign Nationals who have taken up residence in the UK may only use their licence for a period of twelve months. After this time they must take a UK driving test and their original licence will no longer be acceptable.
 
Q. Is an International Driving Permit acceptable?

Yes! This is our preferred method for Foreign Visitors as they are in several languages, one of which is English. An International Driving Permit is only acceptable outside of the country in which it is issued, therefore a permit issued within the UK is NOT valid in the UK. Please Note: An International Driving Permit must be produced alongside the original driving licence from the country of origin and is not acceptable as a standalone document. 
 
Q. Can I drive a minibus with my licence?

If you had a full licence entitlement to drive a car prior to 1st January 1997, shown as group A (B for automatics) on an old style licence or as category B and D1 on the newer photocard style licence, then you will have an automatic entitlement to drive a minibus with a maximum of 17 seats including the drivers seat. If you passed your driving test after this date then your entitlement will only extend as far as vehicles with a maximum of 9 seats including the drivers seat unless you have taken a separate test to gain the D1 category. When renewing your licence at the age of 70 years, category D1 will only be re-issued if you make a special application which will involve meeting higher medical standards. Exceptions to the above rules are medically restricted licences where in certain cases the category D1 may not be issued at all. Without category D1, we are unable to supply any people carrier with more than 9 seats including the drivers seat under any circumstances.
 
Q. What is the largest commercial vehicle I can drive with my licence?

If you had a full licence entitlement to drive a car prior to 1st January 1997, shown as group A (B for automatics) on an old style licence or as category B and C1 on the newer photocard style licence, then you will have an automatic entitlement to drive a commercial vehicle of up to 7.5 tonnes. If you passed your driving test after this date then your entitlement will only extend as far as vehicles up to 3.5 tonnes allowing you to drive vehicles up to and including our Luton Vans (assuming you fit our age criteria) unless you have taken a separate test to gain the C1 category. When renewing your licence at the age of 70 years, category C1 will only be re-issued if you make a special application which will involve meeting higher medical standards. Exceptions to the above rules are medically restricted licences where in certain cases the category C1 may not be issued at all.  Without category C1, we are unable to supply any commercial vehicle larger than a Luton Van under any circumstances.
 
Q. Can I have more than one driver?

Yes, you may have as many drivers as you require.  However, before they drive, we must see each person with their licence, national insurance number and two other forms of identification eg. utility bill and passport or similar (at least one of these additional items must display their current address). An additional driver form must be completed by every driver before they can be insured. Please be aware that previous hirers need only to produce their licence and national insurance number each time they rent, no further ID is required. Additional charges will apply for extra drivers, therefore please contact our rental team on 01603 624 275 to discuss your particular case.

Q. Can I add an extra driver after I have collected the vehicle?

Yes, you can add an extra driver at anytime. However, we must see each person with their licence and national insurance number before they drive and an additional driver form must be completed by every driver before they can be insured. Additional charges will apply for extra drivers, therefore please contact our rental team on 01603 624 275 to discuss your particular case.
Q. I have sent my licence away, can I still rent?

If you know your licence number, then in most cases, we are able to make a call directly to the DVLA on a premium rate telephone number which has been set up specifically for this purpose and with your permission they will furnish us with the details we require. This service is only available to vehicle rental companies and additional charges will apply, please call our rental team on 01603 624 275 for further details.
 
Q. I cannot find my licence, can I still rent?

If you know your licence number, then in most cases we are able to make a call directly to the DVLA on a premium rate telephone number which has been set up specifically for this purpose and with your permission they will furnish us with the details we require. This service is only available to vehicle rental companies and additional charges will apply, please call our rental team on 01603 624 275 for further details.
 
Q. I have points on my licence, can I still hire?

In most cases a small amount of points for minor offences are acceptable. However our insurance company has very specific guidelines relating to this subject and authorisation to drive will vary depending upon age, driving history, amount of any fines and offence codes. Please call our rental team on 01603 624 275 for help with your specific circumstances.
 
Q. Do you require a security deposit whilst I have a hire vehicle?

Yes, a card payment will be required as security deposit for the duration of your hire. This amount will vary depending on the type of vehicle being hired and the age of the driver. The deposit will be refunded back to the same card upon safe return of the hire vehicle. Regrettably we are unable to process American Express payments and are unable to accept Electron card transactions for this purpose. Please call our helpful team on 01603 624 275 to confirm the amount of the security deposit required for your chosen hirel vehicle.
 
Q. Can I pay cash for my rental?

You are welcome to pay cash for your rental, however the security deposit which we require with every booking must be paid by card. Regrettably we are unable to process American Express payments and are unable to accept Electron card transactions for the purpose of the security deposit.
 
Q. Can someone else pay if I am driving?

Yes, this option is available subject to both the payment card holder and the driver completing the appropriate paperwork. Please contact our helpful team on 01603 624 275 to establish the best method for your circumstance. 
 
Q. Is there an insurance excess?

Yes, our insurance is subject to an excess liability in the event of any damage. The amount of excess will vary depending on the age of the driver and the type of vehicle being hired. Your maximum liability along with other important insurance details will be printed on your copy of the rental agreement. In most cases we do offer a Collision Damage Waiver (CDW), which for an additional daily charge will reduce your maximum liability. This must be taken out at the point of collection and is not available on any agreement which has a driver under the age of 25 years.
 
Q. What documents will I need to present when I collect my hire vehicle?

If you have not hired from us before, we will need you to produce your driving licence and national insurance number, plus two other forms of identification e.g utility bill and passport or similar (at least one of these additional items must display your current address). Previous hirers need only to produce their driving licence and national insurance number each time they rent, no further i.d is required.
 
Q. What do I do if the vehicle breaks down?

All our rental vehicles are covered by 24 hour roadside assistance and the emergency number will be located on the keyring.
 
Q. What happens with regard to traffic offences, fines and parking tickets etc?

You are liable for any traffic offences and fines incurred throughout the duration of your hire. With First Self Drive being the vehicle owner, it is possible that we may receive the initial notification of any offence. We are legally bound to return any such communications with a copy of the rental agreement stating who the driver was at the time of the offence in order for it to be dealt with appropriately. In some cases this may incur an administration charge.
 
Q. What happens if I have an accident or damage the vehicle?

All our vehicles are covered by 24 hour emergency roadside assistance and the appropriate number will be located on the vehicle's keyring. All damage must be reported to us at your earliest convenience (certainly within 24 hours) on 01603 624 275 where advice and guidance can be obtained to assist in dealing with your personal situation.
 
Q. Do you offer a collection/delivery service?

Yes, please call our team on 01603 624 275 to discuss your personal requirements. Charges may apply depending on your location.
 
Q. Are you able to pick the customer up?

Yes, we offer a FREE pick up and drop off service from Norwich railway station, bus depot or airport. We are also able to collect the driver from their chosen location subject to confirmation with our rental team on 01603 624 275. Charges may apply depending on your location.
 
Q. Can I book collection/delivery online?

You are unable to book collection/delivery online, however you are able to request it during the online booking procedure and this will prompt communication from our helpful team.  Alternatively, please call 01603 624 275 to make arrangements.
 
Q. Do I need to check the condition of the vehicle before leaving the location?

A member of our team will walk around the vehicle with you checking both the outside and the inside to ensure that the condition is fully recorded before you leave.
 
Q. Will someone explain the controls to me?

Part of our check out procedure is to ensure that the customer is familiar with all of the controls and is comfortable with all aspects of the rental vehicle before driving away.

Q. Can I check rental rates without making a booking?

Of course, we welcome your enquiry at anytime. Please feel free to call our friendly team on 01603 624 275 with any questions. Or if you prefer you can obtain a quote via our online booking system which is designed to be able to give you a price without committing you to booking a vehicle.  

Complete our online booking form for fast and convenient confirmation 

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