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| CONTENTS |
| KEY FACTS ABOUT YOUR RENTAL BASICS
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| KEY FACTS ABOUT YOUR RENTAL |
| This summary aims to help you understand what is included or excluded in your Rental Agreement and the options available to enhance your journey. Please ask our counter staff if you need further clarification. HELPFUL TIPS 1 YOUR RESPONSIBILITY You are responsible to us if the vehicle is lost or damaged, as well as for traffic fines and other charges that arise during the rental. 2 DAMAGE You should check the vehicle for damage before you drive away and record any variations on the Vehicle Condition Report. This helps to avoid damage disputes on return. 3 INSURANCE & WAIVERS Read the Rental Agreement carefully to understand your obligations for use of the vehicle and be aware that your insurance and waivers may be void if you are in breach. 4 RETURN You might incur additional charges if you return the vehicle at a different time or place to that agreed with us or if it is in a particularly dirty or smelly condition. Smoking in the vehicle will incur an extra charge. 5 OUT OF HOURS RETURN If we agree to you returning outside location hours, please be aware that you will be responsible for the vehicle until our staff locate it when the location re-opens. CONTACTS AND REMEDIES 1 You may check with our location staff at end of rental or telephone the renting location at any time using the number on the back of this Rental Terms booklet. 2 Post rental, you may contact Hertz Customer Services during office hours (using the number on the back of this Rental Terms booklet) and our team will help resolve any issues. 3 If we are unable to resolve your issue to your satisfaction, and you were renting in another European country, you can contact the European Car Rental Conciliation Service (ECRCS), which is an independent conciliation service, or seek online dispute resolution (ODR). See Annex 6 Contacts of the Rental Terms for full details. |
| INSURANCE |
| WHAT IS INCLUDED: Third party insurance is included in your rate and protects you or any authorised driver against claims from any other person for death, injury or damage to property if you have an accident. WHAT IS NOT INCLUDED: You can add an additional driver with our agreement. We will need to see their driving licence and a charge will apply. You can also buy additional cover for injury to the driver and loss of or damage to the possessions of you and your passengers by purchasing Personal Insurance (PI). |
| DAMAGE WAIVERS |
| WHAT IS INCLUDED: Most rates include Collision Damage Waiver (CDW) and Theft Protection (TP). These limit your liability to us for damage to or loss of the vehicle to the excess amount stated on your Rental Agreement. WHAT IS NOT INCLUDED: You can reduce your liability to us for the CDW or TP excess to zero by purchasing SuperCover (SC). As a cheaper alternative, you can take Glass & Tyres (G&T) to eliminate your liability for the CDW or TP excess for damage to the vehicle’s windows and tyres. |
| FUEL |
| WHAT IS INCLUDED: Your rental is provided with a full tank of fuel. You can either return the vehicle full or pay for us to refill the tank for you at the rate shown on your Rental Agreement. WHAT IS NOT INCLUDED: You can choose to pay for a whole tank of fuel in advance so you don’t need to fill the tank on return (although no refund will be given for any unused fuel). Ask for Fuel Purchase Option (FPO). |
| BREAKDOWN SERVICE |
| WHAT IS INCLUDED: A basic breakdown service is included in your rental to cover call outs for mechanical faults and accidents. WHAT IS NOT INCLUDED: You can buy additional cover for the call out costs relating to breakdowns that are your fault, including for flat batteries, lost keys, use of the wrong fuel or keys locked in the vehicle with our Personal Emergency Roadside Service (PERS). |
| EQUIPMENT |
| WHAT IS INCLUDED: Your rate includes all compulsory equipment, including winter tyres and ski chains (if applicable) etc. WHAT IS NOT INCLUDED: You can choose from our range of additional equipment and services, including Hertz NeverLost, child seats and Wi-Fi. |
| MILEAGE |
| WHAT IS INCLUDED: Although there is normally no limit on distance covered during your rental, some exceptions may apply which will be shown on your Rental Agreement. WHAT IS NOT INCLUDED: We do not cover you for any parking fines, private parking charges, road tolls or traffic violations you incur on your trip. We will process these on your behalf, pass on the charge and add an administration fee. |
| BASICS | ||
| RENTAL AGREEMENT Your Rental Agreement is the document you sign when you pick up your vehicle (generally headed "Rental Agreement" or "Rental Record") which includes a summary of your rental (e.g. length, services taken and an estimate of charges to be paid). By signing, you indicate that these details are correct as well as your acceptance of:
RESPONSIBILITY Ours: We are responsible to you for providing the vehicle in good overall and operating condition and for replacing the vehicle in the event of breakdown. Our responsibility covers death or personal injury resulting from our acts or omissions. It does not extend to other losses arising from your rental unless they are a direct and foreseeable result of our negligence or breach of these Rental Terms. In this case our responsibility to you will not cover loss of profits or loss of opportunity. Yours: You must care for, use and return the vehicle in accordance with this Rental Agreement.
DISPUTES We aim to resolve all disputes amicably. For contact details and information about any available independent dispute resolution services, please see Annex 6 (Contacts). If we are unable to resolve a dispute, the law of the country where you signed the Rental Agreement will apply. Any part of this Rental Agreement which is held to be illegal or unenforceable under applicable law shall be considered to have been deleted, leaving the remainder in full force and effect. PRIVACY When you rent with us, you consent to us processing your personal information in accordance with our Privacy Policy. Please see Annex 5 (Privacy Policy) for further information. LONGER TERM RENTALS If your rental is for longer than 28 days you must return the vehicle to one of our rental locations at least every 28th day or at any time when requested by us. We reserve the right to terminate this Rental Agreement at any time by giving you 30 days’ notice either orally or in writing. If we are unable to resolve a dispute, the law of the country where you signed the Rental Agreement will apply. Any part of this Rental Agreement which is held to be illegal or unenforceable under applicable law shall be considered to have been deleted, leaving the remainder in full force and effect. PRIVACY When you rent with us, you consent to us processing your personal information in accordance with our Privacy Policy. Please see Annex 5 (Privacy Policy) for further information. LONGER TERM RENTALS If your rental is for longer than 28 days you must return the vehicle to one of our rental locations at least every 28th day or at any time when requested by us. We reserve the right to terminate this Rental Agreement at any time by giving you 30 days’ notice either orally or in writing. |
| PICK UP | |||
| CHARGES | |||
Your Rental Agreement shows any charges agreed at the start of the rental (which have not been prepaid) and your agreement to pay these and any other charges that arise by the end.
Please see Annex 1 (Charges Explained) for an explanation of the principal charges and the potential additional charges that may arise from your rental. We will provide you with a final invoice on return.
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| VEHICLE | |||
| Definition: All references to "the vehicle" in these Rental Terms are to the vehicle we supply to you for your rental, including any replacements, plus all parts and accessories belonging to the vehicle and any additional equipment provided to you, such as child seats, NeverLost units, DVD players, ski chains etc. Condition: It is important that you check the condition of the vehicle at the start of the rental and on return. We will provide a summary of any pre-existing damage on our Vehicle Condition Report. Please see Annex 3 (Damage Policy) to understand how we will process damage caused during your rental. Care: You are responsible for looking after the vehicle and reducing the risk of breakdown and damage by complying with our Rental Restrictions (below). You must also make sure you use the correct fuel and check the tyres, oil and other fluid gauges, refilling as necessary.
Fuel: We will supply your vehicle with a full tank of fuel. You will need to return the vehicle with a full tank or pay for the additional fuel required to fill the tank on return, including a Refuelling Service Charge for the convenience of having us refuel the vehicle for you.
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| PICK UP | ||
| RENTAL RESTRICTIONS | ||
Use: The vehicle belongs to us and you may not sub-rent, transfer or sell it. You may not use the vehicle:
Driving abroad: You may drive the vehicle in any of the countries indicated in this booklet – see details on the inside cover. If you want to drive the vehicle in any other country you must gain our prior permission. Multiple rentals: You may not rent more than 2 vehicles at any time unless you have set up a corporate account with us and have our prior permission to do so.
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| DURING YOUR RENTAL | |||||
| FINES, TOLLS AND OTHER CHARGES You are responsible for all fines, road tolls, congestion charges and other similar charges (including parking fines or charges) incurred in relation to the vehicle during your rental. Some of these will be sent to us for payment, which we will pay and recover from you by way of reimbursement. Alternatively, we may be required to provide your details to the relevant authority, who will contact you directly.
BREAKDOWN Assistance: If you experience any problem with the vehicle due to mechanical failure or accident you should call Emergency Roadside Assistance (see the back of this Rental Terms booklet) and they will arrange help. Although this service is included in your rate, you will be responsible to us for any breakdown call out costs we incur where you are at fault. Please note that you must not allow anyone to service or repair the vehicle without our permission.
ACCIDENTS If you have an accident you agree to co-operate with us and our insurers in any investigation or subsequent legal proceedings. You must also take the following steps: Notification: You must inform the location in any event, and Emergency Roadside Assistance if there is damage to the vehicle, using the numbers on the inside cover of the Rental Terms booklet. Report the accident to the police as soon as you can if anyone has been injured or property has been damaged. Please check Country Specific Terms (given to you at the counter) for any additional requirements or variations. Accident Report Form (ARF): Complete the ARF (available either in the vehicle or by request on return) and hand it to a member of staff. The ARF must be completed, signed and, where possible, agreed with any third party even if there is no damage to the vehicle. Do Not Admit Fault: Take the name and address of everyone involved, including witnesses, and collect the information requested on the ARF.
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| DURING YOUR RENTAL | |||||
| DAMAGE AND THEFT Responsibility: You are responsible for all losses incurred by us to the full value of the vehicle if the vehicle is lost or damaged during your rental and our costs unless the loss or damage is directly due to us or we have been reimbursed by a third party or their insurers.
Security: You are responsible for the security of the vehicle and should try to minimise the risk of theft or vandalism by parking in a safe place. Always remove valuable items (including any removable radio, DVD player or NeverLost unit) from sight and make sure the vehicle is locked. You must also comply with our return instructions (see Return below). Theft: If the vehicle is stolen you need to inform the police, call Emergency Roadside Assistance as soon as you can and complete an ARF (see the Accident procedure above). You must be able to show that you have taken appropriate care by returning the keys to us, otherwise our applicable waiver products will be invalid.
Third party insurance: If you have purchased excess waiver insurance or similar from a third party to cover your liability to us for the excess under our waiver products, you will remain liable to us for any amount due up to the excess and must seek reimbursement from your insurer.
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| RETURN | ||||||
| RETURN PROCEDURE Requirements: You need to return the vehicle to the return location by the time stated on your Rental Agreement, or as otherwise agreed with us, or additional charges may apply (see Variations below). Outside Operating Hours: You may return the vehicle outside location opening hours with our prior agreement, in which case you must:
VARIATIONS Change to time or location: If you want to change the time or place of return or arrange for us to collect the vehicle, you should call the return location at the number provided on the Rental Agreement. Any amendment to the agreed return arrangement is at our discretion and may involve additional charges.
Late return: Your rental charges are calculated in 24 hour periods from the time shown on the Rental Agreement. If you return the vehicle late you enter into a new 24 hour period and will be charged for that and every successive 24 hour period you enter before return at a current, standard rate. To help you, we typically allow a short 'grace period' to return the vehicle without being charged an extra day. See Annex 2 (Charges Explained) or ask at the counter for details. In certain circumstances, we may also apply a small Early Return Charge or Late Return Charge towards costs we incur if you return the vehicle other than at the agreed time. For details, see Annex 1 (Charges Explained). CHARGES Notification: We will check the vehicle on your return and add any additional charges arising from your use of the vehicle, such as for fuel, vehicle condition/damage and early/late return, to your invoice. Please see Annex 1 (Charges Explained) for a detailed list of potential charges.
Invoice and payment: We will provide an invoice on your return or by email or post. If you don’t pay your charges in the time indicated on your invoice we may charge you the applicable statutory commercial interest on the outstanding charges. |
| ANNEX 1 — CHARGES EXPLAINED |
| (A) YOUR ESTIMATE OF CHARGES (see your Rental Agreement) Your Rental Agreement provides an estimate of the charges applicable to your rental. These charges may typically include the following: COMPULSORY CHARGES
OPTIONAL PRODUCTS AND SERVICES
TOTAL
(B) POTENTIAL ADDITIONAL CHARGES You may incur additional charges as a result of your use of the vehicle or other incidents that occur during the rental. These include the following: FUEL
VEHICLE CONDITION
VEHICLE USE
EARLY/LATE RETURN
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| ANNEX 2 — FUEL POLICY | ||||||
| Fuel is not included in your rental rate. Your vehicle will be provided with a full tank of fuel and you can decide how you wish to pay for the fuel you use during your rental. You have the following options: BUY A FULL TANK AT THE START...
RETURN WITH A FULL TANK...
...OR WITHOUT REFUELLING A good option if you are in a hurry, did not take FPO and do.
For your convenience we generally provide two estimates of charges on your Rental Agreement to illustrate the potential cost of returning the vehicle without refuelling:
If you have any further questions, please ask at the counter when you pick up your vehicle. |
| ANNEX 3 — DAMAGE POLICY | ||||
| Your responsibility for damage to the vehicle is set out at the Damage and Theft section of the Rental Terms. This policy covers how we assess and charge for damage and how we deal with any disputes relating to damage assessed. CHECKING THE VEHICLE We will provide a summary of any damage on the Vehicle Condition Report (VCR) at the start of the rental. Please check to make sure it is correct. We will also inspect the vehicle on your return and provide a VCR to record any new damage, which will not include any fair wear and tear.
At peak times you should allow 20 to 30 minutes to complete the inspection with our staff and agree any damage. If you don’t have time to do this any new damage will be assessed in your absence. Hidden damage: Some damage will not be apparent on post-rental inspection, such as damage caused to inaccessible parts of the vehicle (e.g. the engine, fuel tank or clutch) or hidden by adverse light or weather conditions. If we find any such damage we will notify you, with evidence, before we charge you. DAMAGE ASSESSMENT AND CHARGING here are three common scenarios:
DISPUTES
For full details and contact information, please see Annex 6 (Contacts). |
| ANNEX 4 — INSURANCE & WAIVERS |
| We provide insurance and waiver products to cover for the principal risks you incur when driving the vehicle. These may be included in your rate or available as optional extra products. Key benefits, limitations and exclusions for these products are summarised below. THIRD PARTY LIABILITY INSURANCE (TPLI) YOUR LIABILITY TO THIRD PARTIES (I.E. OTHER THAN TO HERTZ) DESCRIPTION AND BENEFITS TPLI is automatically included in your rental rate.
To the extent allowed under applicable law your insurance and waiver products will be void and no longer protect you if:
YOUR LIABILITY TO HERTZ (FOR LOSS OF OR DAMAGE TO THE VEHICLE) DESCRIPTION AND BENEFITS Your liability to us for loss of or damage to the vehicle may extend to the full value of the vehicle. You can reduce or eliminate this liability by taking the waiver products set out below. NB: some of our waivers (e.g. CDW and TP) might be included in your rate (check your Rental Agreement) and are subject to an excess. The others (e.g. SuperCover and Glass & Tyres) are optional and supplement CDW and TP by eliminating the excess in whole or in certain circumstances. KEY LIMITATIONS AND EXCLUSIONS In addition to the limitations listed in the TPLI section above, your waiver products will be void - meaning that your liability to us for damage or loss will not be reduced or eliminated - where you or an authorised driver are grossly negligent (e.g. act in a way they know or should know is likely to cause harm or damage) including in particular in the following circumstances: Failure to assess the vehicle's height: examples:
DESCRIPTION AND BENEFITS CDW is often included in your rate and reduces your liability to us to the amount of the applicable excess (stated on your Rental Agreement) which applies to each incident of damage caused other than by theft, attempted theft or vandalism. Examples of damage covered by CDW include:
DESCRIPTION AND BENEFITS G&T is an optional product and a cheaper alternative to SC, which eliminates your potential liability to us for the CDW or TP excess for damage to the vehicle’s windows (including sun roof) and tyres only. KEY LIMITATIONS AND EXCLUSIONS Theft of your possessions. Damage to or theft of personal and work-related effects and goods transported in the vehicle are not covered by our waivers. You can buy cover for personal effects that you own by taking Personal Insurance (PI). PERSONAL INSURANCE (PI) PROTECTION FOR PERSONAL INJURY AND LOSS OF/DAMAGE TO YOUR POSSESSIONS DESCRIPTION AND BENEFITS PI is an optional insurance designed to meet the demands and needs of those seeking cover for risks not met by the aboveinsurance and waiver products. Cover is provided for all occupants of the vehicle for:
KEY LIMITATIONS AND EXCLUSIONS Cover is provided as fixed lump sum payments subject to small applicable excesses and may be void if you are in breach of your obligations under the Rental Agreement unless you can show the incident was totally unconnected with the breach. Exclusions include:
YOUR LIABILITY TO HERTZ FOR BREAKDOWN COSTS (WHICH ARE YOUR FAULT) DESCRIPTION AND BENEFITS PERS is an optional product which supplements the Emergency Roadside Assistance included in your rate. It provides cover for the vehicle recovery and call out costs you would otherwise be responsible for if the reason for the breakdown or call out was your fault. Examples of call out costs covered include:
You will remain responsible for:
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| ANNEX 5 — PRIVACY POLICY | |
| We need to collect and store personal information about you to provide the services you request. The key points are as follows: OPERATIONAL USESWhen you rent with us, you consent to us processing your personal information in accordance with our Privacy Policy.In particular, you consent to us using your personal information for our legitimate interests, including statistical analysis, credit control and protection of our assets. This may include disclosing your personal information toinsurers and other organisations to assist in recovery procedures and counter fraudulent claims. If you use a CDP number (price discount) linked to a company, you agree that we may share your personal information with that company in relation to your rental. Please note that we track the location of certain vehicles via GPS technology for security reasons and may retain such information as necessary for those purposes. MARKETING USES We will only use your personal information for marketing purposes with your consent (where you have been given the opportunity to decline). ACCESS TO YOUR PERSONAL DATA You have the right to access, correct and/or request deletion of the personal information we hold about you – see our Privacy Policy for details.
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| ANNEX 6 — CONTACTS | ||||
If you need to discuss any aspect of your rental or, ultimately, are not happy with your rental experience, you have the following options:
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| ANNEX 7 — CURRENCY CONVERSION | ||||
| Choose your currency (CYC) is an optional service that provides foreign rental charges in your home currency. WHAT IS IT? When you use your credit card to pay for transactions abroad you generally pay in local (i.e. foreign) currency. Your credit card company then converts the charges you paid into your home currency, if different, and shows them on your credit card statement. CYC replaces the currency conversion normally carried out by your credit card company with a service provided by ouracquiring bank, who convert the charges using a competitive rate of exchange for the day you receive your rental receipt. The charges for your rental will then appear on your rental invoice in your home currency rather than in the local currency of the rental location. YOUR CHOICE... At participating locations in Europe, we will ask you if you wish to see your rental charges in your home currency, through CYC, or in local currency, by leaving the conversion to be made after the rental by your credit card company. Your choice will be recorded on your Rental Agreement.
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