The European Consumer Guide to Car Rental Leaseurope has developed a guide designed to take you through everything you need to know about renting a vehicle, from booking and pick-up to return – both at home and abroad. It explains common practice, what to expect, as well as your rights and responsibilities.

1. The
European
consumer guide to
Car Rental

3. — Renting a vehicle —
Foreword
The short-term car and van rental industry provides consumers with
affordable, sustainable, pay-as-you-go mobility.
As long as some simple steps are followed, the rental process
should be straightforward.
This guide is designed to take you through everything you need to
know about renting a vehicle, from booking and pick-up to return
– both at home and abroad. It explains common practice, what you
should expect, and lists your rights and responsibilities.

4. — Renting a vehicle —
Booking a vehicle
When reserving or purchasing l Which other additional services
a rental over the telephone or or charges are included in the
online, be sure to establish what price (e.g. toll fees, congestion
is included in your booking and zone access)?
what isn’t. l What types of vehicle cover are
provided?
You can ask the rental company l Will there be multiple drivers
to send you further information by for the vehicle? If so, you may
email or direct you to the page of its be charged extra.
website that explains its rental terms l Are you aware of the various
and conditions. Pay close attention fuelling options?
to what is included in the rental rate
and what is not. For example: It is important to select the right
vehicle category for your needs.
l Are there any restrictions Whilst a rental company cannot
applied to the rate (e.g. weekend guarantee to provide a particular
rates will normally require you make or model of vehicle, you
to return the vehicle before should select the one that best
a specified time on Monday meets your needs, especially if
morning)? you are carrying luggage and
l Do you need prior authorisation passengers.
to take the vehicle into another
country, and will there be a If you wish to hire additional
surcharge? products, such as child car seats,
l Is there an extra fee to pick up winter tyres, snow chains or
and drop off the vehicle in satellite navigation, ask if these are
different locations in the available and what the additional
same country, and/or different cost may be. The rental company
countries? will always provide you with a
l Are you restricted to the vehicle that is fully compliant with
number of miles or kilometres national legislation.
you can drive the rental vehicle?
If so what is the excess rate?
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5. — Renting a vehicle —
What documentation do I need?
You will need a valid driving These requirements also apply for
licence for the type of vehicle any additional drivers.
you are hiring, a European
identity card and/or passport, Check with your rental company
and possibly other documents what else you may need when
such as a valid utility bill. booking the vehicle. For example,
you will need a valid payment card
If you have a ‘photo-style’ driving to book with most companies.
licence you must take both It is also worth checking which
the photo card and the paper payment cards your rental
counterpart with you. company accepts.
Taking a vehicle abroad
If you are planning to take your Speed limits and priority rules may
rental vehicle into another also be different from those you are
country you must inform the used to. Your rental company can
rental company when booking help inform you of the requirements
the vehicle, as you need its of the country to which you are
permission in writing. If it travelling.
permits you to take the vehicle
abroad it can ensure you are You can also find this information
provided with the correct with the national motoring/tourism
vehicle documentation, motor associations at:
insurance and breakdown cover. www.fiabrussels.com/en/about_us/
european_member_clubs/
Familiarise yourself with the
motoring regulations of every It is also worth checking which
country you visit. For example, payment cards your rental
you may need to carry a reflective company accepts.
jacket or vehicle warning triangle.
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6. — Renting a vehicle —
At the rental desk
Signing the rental agreement
The rental agreement is the at the rental desk. Many rental
formal contract between you locations will provide a summary
and the rental company, and is of the key rental facts included in
signed at the rental desk. your contract. Make sure that you
understand the terms of your rental
This agreement includes details agreement before signing it.
of the vehicle, the hire period and
what you’ve agreed to pay for the If a booking has been made
rental and any additional items. through an intermediary such as a
Always allow plenty of time to broker or travel agent you will still
collect your vehicle and to read be required to sign an agreement
the rental agreement. You are covering the operational aspects
advised to also read the of the rental. Please note that
full terms and conditions the terms and conditions of the
on the rental company’s intermediary may differ from those
website prior to arriving provided by the rental company.
Mileage
If you are required to pay for
excess mileage please ensure
that you understand the daily
allowance and the basis on
which any excess mileage will be
calculated and charged.
When collecting or returning your
vehicle, check that the mileage is
recorded properly on the rental
agreement. Keep a copy of the
rental agreement signed by both you
and the rental company in order to
confirm that your payment card was
charged with the correct amount.
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7. — Renting a vehicle —
Insurance
1 Collision and damage waiver 3 Exclusions to the theft
or damage waiver cover
All rental vehicles have third-party
liability insurance included in the Check if anything is excluded from
price of the rental. the waivers, such as windscreens,
tyres or roof damage. You should
You are liable for the full cost if always be clear about what is
the vehicle is lost or damaged included in the waivers and what
whilst on hire. If the vehicle is isn’t.
returned outside office hours you
will be responsible for it until it has If you do not understand any
been fully inspected by the rental aspect of the waivers, or you are
company. unsure of what is covered, ask the
rental company for an explanation
To help limit the amount for which before signing your agreement.
you are responsible, the rental
company may offer you a collision
4 Personal accident insurance
and damage waiver, details of
which will be shown on the rental Personal accident insurance (PAI),
agreement. By accepting the is an option that provides the
waiver you can limit your potential authorised driver and passengers
liability in the event of the vehicle of the rental vehicle with financial
being lost or damaged. cover if they suffer an injury or
damage to personal effects arising
from the use of the rented vehicle.
2 Theft waiver
A theft waiver provides cover if the
rental vehicle is stolen or someone
damages it while attempting to
steal it. It limits your financial
responsibility to the excess amount
shown on the rental agreement.
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8. — Renting a vehicle —
Fuel
The majority of rental Check the vehicle’s fuel levels on
companies will offer you a both collection and return. When
range of options for fuelling you pick up the vehicle, check
your vehicle. The most common what type of fuel it takes.
choices are: You will also be provided with this
information when booking the
l Drive the vehicle away with vehicle.
a full tank and return it with a
full tank. A large proportion of vans and
l Pay the rental company for the an increasing number of cars use
fuel you use. diesel. Putting petrol into a diesel
l Purchase a tank of fuel from engine or diesel into a petrol
the rental company and return engine causes severe damage,
the vehicle empty. which you will be liable for.
These options will be listed in
greater detail in the terms
and conditions of the rental
contract.
Before hiring a vehicle,
always confirm what the rental
company’s refuelling policy is.
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9. — Renting a vehicle —
Checking the vehicle
Your rental company should possession of the car, make
provide a clean, modern and sure this is noted on the rental
safe vehicle that has been agreement and take photographs
checked thoroughly before each of the vehicle, particularly of any
hire period. damage present.
Inspect the vehicle carefully on If you are unable to inspect the
collection by walking all the way vehicle due to poor weather
round it looking for any signs of conditions or bad light, make
damage. Look out for scratches, sure this is noted on the rental
dings, dents and scuffs, no matter agreement. In this case it is
how small, and make sure these recommended that you take
are noted on the rental agreement. photos of the state of the vehicle.
Don’t forget to check the interior However, you must inspect the
of the vehicle as well, including vehicle within a reasonable
whether there is a spare wheel length of time after you accept it
and tools. In addition, make sure and inform the rental company
you understand how to operate immediately if you discover any
the basic functions of the vehicle damage. Failing to do so could
(e.g. lights, signalling, checking oil mean you are held responsible for
level). Make sure that any damage any damage that was not noted on
is noted in full on the rental your rental agreement at
agreement and that you are fully the start of your rental.
satisfied with the condition of the
vehicle before you sign for it.
If no rental
company
employee
is present
when
you take
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10. — Renting a vehicle —
During the rental
What happens in the event of a
including witnesses. You should
breakdown?
also call the nearest branch of the
Most rental vehicles are covered by company from which you rented the
roadside assistance in the country vehicle as soon as possible.
of origin. You should check which
roadside assistance organisation When first picking up your rental
is used by the rental company and vehicle, ask the rental company
make sure you’re given its contact when you should inform the police
details. in the event of an accident (e.g. it
might not be necessary to contact
If assistance is not included, the police if no third party was
then ask your rental company for involved). A detailed procedure
additional information. You should for what to do in the event of an
also inform the rental company accident will be included in the
of any (suspected) problems with rental agreement.
the vehicle as soon as they are
detected.
Road traffic offences
If you commit a road traffic offence
What happens if you have an
whilst in a rental vehicle, please be
accident?
aware that you may be liable for an
If you have an accident you must administration fee from the rental
not admit liability to any third company on top of your fine. Each
party – it will be up to the local offence is handled and processed
law enforcement agency and/or differently, depending on the type
courts to make that assessment. of fine, country and rental company
Depending on the applicable law, involved.
you should immediately complete
an accident report and, where Where appropriate, the original
relevant, have it completed by any notice and fine for the traffic offence
third party involved. will be sent to you for you to pay.
If you wish to contest the fine and
You should get all the necessary the law provides for this, you will
information – such as names and have to follow the procedures as
addresses – from everyone involved, explained by the issuing authority.
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11. — Renting a vehicle —
Returning the vehicle
You will be required to return the vehicle in good condition, both
inside and outside. You are liable for any repair or refurbishment
costs in case of damage or vandalism. The outside of the vehicle
does not need to be washed prior to return.
Damage
Allow plenty of time, particularly at If you have caused damage to
busy rental sites such as airport the vehicle that does not render it
locations, when checking the un-rentable (minor damage), the
vehicle in on return. rental company may not repair the
vehicle straight away. It is common
Make sure that the vehicle is for many rental companies to use a
inspected by a rental company pre-calculated estimate for the cost
employee and that you both agree, of repairing any damage, which is
note and sign for any damage on listed in the contract.
all copies of the rental agreement.
If you have caused major damage
Remember that a rental company to the vehicle, the rental company
employee is obliged to make an will obtain an itemised damage
appropriate inspection and you assessment from an approved
should insist on it. If you have had workshop before charging you.
an accident you need to complete If you have differing evidence,
and sign an accident report form. you may contest the extent of the
damage.
Completing the vehicle inspection
and co-signing the rental If you return the vehicle with
agreement with a rental company damage that renders the vehicle
employee will minimise the risk un-rentable you may also be
of your receiving any additional charged for the lost income. Lost
damage charges. income charges are pre-defined
in the contractual terms and
conditions.
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12. — Renting a vehicle —
What happens if I
return the vehicle
out of opening hours?
We strongly recommend that
you always return a vehicle
within normal opening hours.
Some rental companies may hours, the cost of any damage
allow you to return the vehicle caused to the vehicle while it
when the rental office is closed. remains unattended is your
However, if you choose to do responsibility.
this, you should be aware of the
risks. The availability of this option In order to mitigate this risk, you
should be displayed prominently in should take photographs of the
all pre-contractual information. vehicle, inside and out, once
parked at the drop-off point. Check
If the rental company allows with your rental company to see if
you to return the vehicle out of any other options are available to
reduce this risk even further.
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13. — Renting a vehicle —
How to make a complaint
Each car rental company will ECC-Net can also help you to
have a dedicated customer contact a company abroad to try
service department which will and reach an amicable solution for
be able to address complaints your complaint.
regarding any step in the rental
process, either by email, phone Alternatively, you may be able to
or registered letter. address your unresolved complaint
to the European Car Rental
For reference purposes, we Conciliation Service (ECRCS). The
recommend you make your conciliation service may only be
complaint in writing. Please refer used after the complaint procedure
to the company’s website for of a participating rental company
additional information. has been exhausted and you have
received a final decision.
If you are unable to resolve your
complaint and it concerns a non- You can find a list of Alternative
cross-border rental, please consult Dispute Resolution (ADR) bodies
the national rental association at http://ec.europa.eu/consumers/
in your country, or your national redress_cons/
consumer organisation. adr_en.htm.
If your complaint concerns a cross- ECC-Net
border rental, you can always can help
contact the European Consumer you access
Centres Network (ECC-Net) to get an appropriate
more information about your rights. ADR scheme.
The relevant contact details are
available on its website at http://
ec.europa.eu/consumers/ecc/
contact_en.htm.
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14. — Renting a vehicle —
About Leaseurope
Leaseurope brings together 47 member associations representing the
leasing, long-term and/or short-term automotive rental industries in the
34 European countries in which they are present. Its mission is to ensure
the sector’s voice is heard by European and international policy-makers.
At the same time, it provides a platform for the sector to think of ways to
improve the overall rental experience.
The car rental industry in Europe is committed to delivering high-quality
service to its customers. Leaseurope has produced a code of best practice
setting out standards of behaviour for the car rental industry. You can find
it here: www.leaseurope.org.
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15. — Renting a vehicle —
About the European Consumer Centres Network
(ECC-Net)
Operating in all EU member states, as well as Iceland and Norway, the
European Consumer Centres Network is a multinational association
dedicated to informing consumers in participating countries about their
rights when buying products or services from suppliers based in other
ECC-Net states. Its particular goal is to help people who encounter
problems with these cross-border transactions.
ECC-Net’s main activities include:
l informing consumers about both EU and national consumer
protection rules
l giving advice and support to individuals facing a consumer-related
cross-border problem
l helping consumers who have a complaint which cannot be solved
amicably reach an out-of-court settlement through alternative
dispute resolution (ADR).
More information about ECC-Net is available at http://ec.europa.eu/consumers/ecc/index_en.htm
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