Drivalia FAQs

Here you can find further, helpful information on all matters related to Drivalia car rental.


1. Bookings

How do I receive my booking confirmation?
You will be sent an email shortly after making your reservation to the email address supplied when your booking was made. If you do not receive your confirmation within 48 hours of making your reservation, please contact uk.reservations@drivalia.com.

Is there a driver age limit in place?
Our minimum driver age limit is 23 years and our maximum age limit for drivers is 75 years. Drivers below the age of 25 are subject to a young drivers surcharge of £30.00.

What documents will I need to bring?

  • Your driver’s licence *.
  • A credit/ debit card in the driver’s name.
  • Your passport (for non-UK resident) or utility bill and bank statement (for UK residents).
  • Proof of employment (local hirers only)* Hirers with a GB Driver’s Licence must also provide a “Licence Check Code”. Click here for more information.

Please note: DVLA check codes do not apply to Northern Ireland (NI) licenses. NI license holders should produce both parts of the license.

Local Hirers
A Local Hirer is a UK resident (local hirers can be for example returning from holiday and therefore arrive through the airport).

A local hirer will also need the following:

  • Proof of employment (recent payslips, employment contract, etc.). If the hirer cannot provide proof of employment, they must agree to, and pass a credit check.
  • If the hirer cannot provide proof of address, then must agree to, and pass an address check. Please note, if the hirer does not have a credit card, a credit check will be carried out first. If for any reason, a credit check is unavailable i.e. out of office hours, then payslips would be accepted.
  • Proof of age 25 or older at the time of the rental (Passport, Licence, Birth Certificate, ID card, etc.). The lower age limit for UK Hirers is 23 according to the insurer’s matrix. Drivers under the age of 25 are subject to the young driver’s charge.
  • Valid credit card if leaving the excess deposit. A debit card is permitted if taking Relax Zero insurance (reduces excess deposit to £0).

I cannot find my driving licence; can I still hire?
Yes, we will need a government-issued ID (such as a passport, along with the ID stated above) and will need to contact the DVLA to check your licence details (there is a charge for this service).

DVLA checking is only available to UK license holders (not NI). All non-UK license holders must show a copy of license (front and back) or official document from the license authority proving that they hold a valid license in the absence of the physical license.

Is there a driver age limit in place?
Our minimum driver age limit is 23 years and our maximum age limit for drivers is 75 years. Drivers aged under 25 years are subject to a fee.

What is the maximum number of points I can have on my driver’s licence to hire from you?
Minor offences such as speeding and traffic signals are acceptable up to a maximum of 6 points. Unfortunately, we are unable to hire to you if you have had an at-fault accident or claim in the past 36 months. Please call us if you have any bans or convictions in the last 5 years.

Can I add additional drivers?
Yes, more than one person can drive the rental vehicle. The additional driver must be present when collecting the vehicle. All additional drivers must also adhere to our general policy, be at least 23 years of age and have held a full driving licence for 2 years.

I am arriving at an airport how do I collect my vehicle?
Pick up procedure will be contained on your rental confirmation, if you have any queries whatsoever, please contact us on 0044 (0)151 515 3869

Do you offer unlimited mileage?
When you rent a car in the UK special mileage restrictions are in place. For a small fee, you can get unlimited mileage (paid for at the counter). Otherwise, you’ll get 100 free miles per day.

When you hire a van, daily limits are in place also. Please contact us for more information.

Unlimited mileage is not available on hires longer than 28 days.

Do I need a child seat for my rental vehicle?
Yes. The law requires all children travelling in the seat of any car, van or goods vehicle must use the correct child car seat until they are either 135 cm in height or 12 years old (whichever they reach first).

If you do not have your own child/baby seat, Drivalia can hire one to you at the rental counter, subject to availability. The responsibility for ensuring children under the age of 12 years are restrained correctly, and the seat is fitted properly, rests with the driver of the rental vehicle.

What is your email address?
If you wish to place a new booking, or if you require further information before placing a booking, please email uk.reservations@drivalia.com or call UK Freephone 08000 75 80 75.


2. Payment Methods & Charges

Can I pay for my rental in cash?
No, Drivalia DO NOT accept cash at any branch. All payments must be made by card transaction.

Do you accept both credit and debit cards at your branches?
Yes, we accept all major credit and debit cards at our branches.

We do not accept virtual credit cards or cards without an embossed card number.

Is there a deposit payable?
The amount of deposit held is defined by the category of car you booked and if you wish to take one of our Excess Protection Packages. From £12 per day, you can reduce your excess to zero as well as benefiting from zero deposit held during the rental. Further excess packages are available however a deposit of £450.00 or £900 would be held. We return the deposit at the end of the rental usually within 30 working days.

What is the deposit?
Before we can release a vehicle, we require a pre-authorisation deposit on a credit card in the driver’s name. This is to cover excess liability in the event of damage to the vehicle during the hire. All hirers must hold a credit card with at least £200 credit available or will also be subject to a soft credit and risk check.

Alternatively, you can purchase an excess waiver package with a credit or debit card. Please note, that payment by debit card requires excess to be reduced to zero.

If you are a UK resident using a debit card you must also agree to and pass a credit check/provide proof of employment. Drivalia branches do not accept cash payments or prepaid cards. We accept all credit and debit cards as well as UnionPay. Payment cards that expire within one month of the end of the hire period are not accepted.

When will I receive my deposit back?
Although we release your deposit within 72 hours of your end-of-hire date, it can take up to 10 working days for it to appear in your account. However, some banks take up to 28 days to release the funds (depending on your card provider).

What have I been charged for? (Included in all our rates:)

UK & Northern Ireland Daily Free Mileage: When you book a car online through drivalia.co.uk you’ll get a standard, free 100 miles per day for rentals of 1-29 days. For hires over 30 days, the total weekly mileage is 500 per week. You can purchase unlimited mileage at the rental counter if you need more. The charge for exceeding the mileage allowance is 30 pence mile, charged at the end of your rental. Unlimited mileage is not available on hires longer than 28 days.

Van Hire Mileage/Kilometres UK Mileage: Allowances start from 150 per day depending on the length of your rental. For more information see our van mileage table here.

VAT Local Tax: VAT tax to hire a car in the United Kingdom is 20%. Included in our online prices.

Road Fund Tax/VLF: Vehicle Licencing and road tax is included in our online prices.

24/7 Nationwide Breakdown Assistance: In the unlikely event of a breakdown, please call 0151 282 8136 for assistance.

What does the insurance cover?
Super Saver / Super Secure / Super Relax are excess waiver packages NOT insurance.

Basic CDW is included in the rate of all hires booked through the UK website. CDW is NOT included in the rate for bookings made through a US website and must be paid at the desk on collection. CDW for US bookings can be waived on the provision of proof of relevant cover for the total value of the vehicle plus third party liability for the duration of the hire and acceptance of full liability for the total value of the vehicle.


3. During Rental

What if I’m going to be late?
If you know you may miss the start of your hire, please contact the branch as soon as possible to let them know. If you can’t get through, please call our support team on 0203 657 6045. We can only hold a car for you for a limited amount of time, especially during busy periods and Drivalia cannot accept responsibility for delayed flights.

If you are due to be late returning your hire vehicle, please call the branch as soon as convenient to give them a realistic time of your return. We have a grace period of 30 minutes before you will be charged a late fee unless communication has been made to the branch.

Can I take the vehicle out of the UK?
Yes, but subject to our approval and you need to provide your own European breakdown cover. Additional charges apply. Please call 0151 5153869 for more information.
Free roadside assistance is not included when taking the vehicle to locations off the UK Mainland. Customers will be liable for any recovery/roadside assistance costs incurred when the vehicle is taken off the UK Mainland.

Hirers can take their hire vehicle overseas. To avoid delay, please contact us in advance to allow us time to supply the required VE103b document. Green card cover fee and overseas charges apply if travelling to Europe.

Are there any restrictions to where can I drive the vehicle?
As per Section 34 of the Road Traffic Act 1988, when driving in the UK it is illegal to drive a motor vehicle on, common land, moorland, Forestry Commission land or any land that is not forming part of a road without authorisation. Please note, although we offer all-wheel terrain vehicles, our insurance does NOT cover off-road driving.

Can I extend my hire?
Yes, you can extend your hire via the Manage My Booking portal on the drivalia.co.uk website and by selecting extend/change drop-off from the menu displayed on the left of the page, once you have entered your booking reference and name.

Can I have a copy of my contract?
Yes. You will receive a copy of your contract (Rental Agreement) on the day of vehicle pick-up by email. Your Rental Agreement is also available to view/download via the Manage My Booking portal on the drivalia.co.uk website.


4. Returning the Vehicle

Where do I drop off my vehicle at the end of the hire?
You can find the correct, up-to-date drop-off instructions as well as our out of hour policies on our website by consulting your preferred location pages. In case of any doubts please contact our branch.

Please note there is no refund of unused hire days if you choose to return the vehicle early.


5. After Rental

How do I make a complaint?
You can make a complaint via drivalia.co.uk and accessing the Manage My Booking portal. Once you have entered your booking reference and name you will be taken into your booking details. Select ‘Customer Service’ from the menu on the left of the page.


6. Others

Do the rental cars have cameras installed?
Road traffic accident cameras may be installed in your rental vehicle. The camera is installed under the rear view mirror to capture images in the event of a road traffic accident. No sound is recorded, only video images.

Can Drivalia staff, or anyone else, view images?
No. The camera footage cannot be accessed by anyone unless the car is involved in a road traffic accident. The device is installed to protect your insurance excess and help determine liability in the event of a road traffic accident.

Do Drivalia store images of my journey?
No. The camera only records for a short period of 3 minutes. Anything prior to this is permanently deleted. For more information on how we store our data please see our privacy policy.

What happens to the camera images in the event of an accident?
In the event of a road traffic accident, the images of the incident are sent to the Drivalia Claims Department for analysis. If the incident is found to be the fault of the third party, you will not be liable for any charges and your pre-authorised deposit will not be charged.

Can I remove the camera from the vehicle?
If the vehicle has a camera installed, it cannot be removed or tampered with under any circumstances. If the camera is removed or tampered with, the insurance of the vehicle will be invalid and the rental agreement will be terminated. No refund will be issued for the unused days.

Do the rental cars have trackers installed?
A percentage of our vehicles are fitted with vehicle telematics systems (GPS) provided by GDPR-complaint third-party companies. They have security software in place to prevent data being lost, used, altered, disclosed or accessed in an unauthorised way.

Any data obtained from these systems are stored securely and safely for as long as necessary after a rental has completed for Insurance, PCN, Crime, or DPA request purposes.