Frequently Asked Questions
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.
Don't forget: Please don't include credit card details in any of your messages.
CHOOSING YOUR HIRE VEHICLE
Usually you choose a car group, not a specific make or model. We’ll show you an example from that group to give you a clear idea of the type of vehicle you will get.
Remember to book at least 72 hours before your journey so we can prepare your car.
Fuel
Yes, all our hire cars come with a full tank of fuel. You have three options for returning your car.
Choose from:
1. Bring Back Full: If you return your hire car with a full tank of fuel, we won’t charge you – even if you chose Fuel Up Front when you collected it.
2. Fuel Up Front: You can pay for a full tank of fuel when you collect your car to save you refuelling at the end of your trip.
3. Pay On Return: If you don’t return your hire car full and didn’t choose Fuel Up Front, we can refuel it when you bring it back. But this is the most expensive option.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
Choose from:
1. Bring Back Full: If you return your hire car with a full tank of fuel, we won’t charge you – even if you chose Fuel Up Front when you collected it.
2. Fuel Up Front: You can pay for a full tank of fuel when you collect your car to save you refuelling at the end of your trip.
3. Pay On Return: If you don’t return your hire car full and didn’t choose Fuel Up Front, we can refuel it when you bring it back. But this is the most expensive option.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
PAYING FOR YOUR HIRE VEHICLE
Due to possible fraud, we must see the credit card and the cardholder in person. We do not accept faxes or credit card numbers over the telephone as the credit card could have been stolen. The cardholder must sign the rental agreement and vehicle condition report as they are accepting the terms of the rental and any charges.
If you book online, you can either pay now or when you collect your hire vehicle.
There are some extras, such as additional cover that you can’t pay for until you collect your vehicle. Don’t worry. These will of course still be reserved for you.
If you prefer, you can pay at the hire station. When you collect your vehicle we’ll swipe your credit card to gain authorisation for the full hire cost (including extras) but won’t take full payment until you return your vehicle.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
There are some extras, such as additional cover that you can’t pay for until you collect your vehicle. Don’t worry. These will of course still be reserved for you.
If you prefer, you can pay at the hire station. When you collect your vehicle we’ll swipe your credit card to gain authorisation for the full hire cost (including extras) but won’t take full payment until you return your vehicle.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
This is a message advising you that we have carried out a security check to make sure your card is active. No money has been debited from your credit card, only blocked from your credit limit. Payment for the rental is only made when you return the car, and the security block will be released back to your credit limit afterwards.
If you already paid, we simply place a hold on your card to cover the cost of any extras, fuel and services you didn’t pay upfront.
If you chose to pay when you return your hire vehicle, we will hold the full cost of the hire against your credit card plus extras and the estimated cost of a tank of fuel.
If you chose to pay when you return your hire vehicle, we will hold the full cost of the hire against your credit card plus extras and the estimated cost of a tank of fuel.
Between 2 days and 2 weeks depending on the bank that issued your credit card. Maximum it can take up to 4 weeks.
EXTRA CHARGES
The excess is the amount you pay if something goes wrong during your journey. For example, if you have an accident. The amount you pay depends on the vehicle you hire, which country you hire it in and whether you choose to reduce the excess by upgrading your level of cover.
When you hire a vehicle with us, you’ll automatically receive third party, vehicle damage (Collision Damage Waiver) and vehicle Theft Cover to safeguard you on your journey. By law, Personal Accident Insurance is included with all rentals in Iceland but may be offered as a separate insurance in other countries. It covers the renter for medical costs and accidental death during the rental. It does not appear in the contract.
Third party cover is the basic level you need to hire a vehicle – that’s why we always include it. Should you damage another vehicle or passengers and their property, you won’t have to pay for repairs or injuries.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
When you hire a vehicle with us, you’ll automatically receive third party, vehicle damage (Collision Damage Waiver) and vehicle Theft Cover to safeguard you on your journey. By law, Personal Accident Insurance is included with all rentals in Iceland but may be offered as a separate insurance in other countries. It covers the renter for medical costs and accidental death during the rental. It does not appear in the contract.
Third party cover is the basic level you need to hire a vehicle – that’s why we always include it. Should you damage another vehicle or passengers and their property, you won’t have to pay for repairs or injuries.
Don’t forget to review the terms and conditions when you book, which include everything you need to know ahead of your journey.
COLLECTING YOUR HIRE VEHICLE
You just need to bring your:
• Driving licence
• Credit card (if it's a high value vehicle, perhaps two for added security. Please check your booking)
• Proof of any discount (such as a frequent flyer or Avis Preferred card)
• Photo ID for international rentals (such as a passport or photo driving licence)
If you’re an Avis Preferred member, simply bring your membership card and your full driving licence. For example, the photo card and paper part if you hold a UK driving licence.
Lastly, if you booked online or over the phone, don’t forget to bring a copy of your email confirmation showing your unique booking reference.
• Driving licence
• Credit card (if it's a high value vehicle, perhaps two for added security. Please check your booking)
• Proof of any discount (such as a frequent flyer or Avis Preferred card)
• Photo ID for international rentals (such as a passport or photo driving licence)
If you’re an Avis Preferred member, simply bring your membership card and your full driving licence. For example, the photo card and paper part if you hold a UK driving licence.
Lastly, if you booked online or over the phone, don’t forget to bring a copy of your email confirmation showing your unique booking reference.
HIRE VEHICLES
Unfortunately, we cannot rent a car without seeing the original driving licence. We only accept a photocopy of the licence if sent from the driving authority of your own country (e.g. DVLC in Britain).
RETURNING YOUR HIRE VEHICLE LATE
We understand you might get delayed, so we try to be flexible. If you’re running late or need to extend your car rental - do make sure you contact us as soon as possible. Should you return the vehicle late - without notifying us or extending your hire - you may be subject to a late return fee.
How is a late return fee applied?
• If you overrun past your agreed return date and time, you will incur a late return fee
• If you still haven't returned the vehicle 24 hours later, then another late return fee will be applied
• A late return fee will continue to be added every 24 hour period thereafter, until you return the vehicle to the rental station
Please note, if you return your vehicle after the agreed date and time, you will pay an additional days rental charge - plus a late return fee for each day (or part of a day) that you are late.
How much is a late return fee?
Depending on the country of rental, the daily late return fee will be (inclusive of VAT):
• £12
• CHF16.20
• 125 (DKR, NKR or SKR)
• Between €10 and €12.30 (country dependant)
• Or the equivalent amount in local currency
Rental agreement:
Please always review the rental terms and conditions and your rental agreement when you check the vehicle out. You can also find the relevant contact details on your rental agreement.
How is a late return fee applied?
• If you overrun past your agreed return date and time, you will incur a late return fee
• If you still haven't returned the vehicle 24 hours later, then another late return fee will be applied
• A late return fee will continue to be added every 24 hour period thereafter, until you return the vehicle to the rental station
Please note, if you return your vehicle after the agreed date and time, you will pay an additional days rental charge - plus a late return fee for each day (or part of a day) that you are late.
How much is a late return fee?
Depending on the country of rental, the daily late return fee will be (inclusive of VAT):
• £12
• CHF16.20
• 125 (DKR, NKR or SKR)
• Between €10 and €12.30 (country dependant)
• Or the equivalent amount in local currency
Rental agreement:
Please always review the rental terms and conditions and your rental agreement when you check the vehicle out. You can also find the relevant contact details on your rental agreement.
INVOICING
You can retrieve your latest invoice online using your booking reference number, rental agreement number or Avis Preferred Customer Number.
If you already tried to retrieve your invoice online but aren’t having much luck, your invoice may not yet be available. Call our customer services team for help.
If you already tried to retrieve your invoice online but aren’t having much luck, your invoice may not yet be available. Call our customer services team for help.
PROBLEMS DURING YOUR JOURNEY
We hope you enjoy your journey, but should the worst happen, please call the Police emergency number 112.
We offer 24-hour emergency breakdown assistance in case you have a mechanical breakdown or are involved in an accident. Simply call the Freephone number provided with your rental agreement. No matter where or when, we will be there.
Please note that our Road Assistance Net standard breakdown assistance will not cover every situation.
Please note that our Road Assistance Net standard breakdown assistance will not cover every situation.
EXTRAS
No, we must see the driving licence before we can add an additional driver. However, you can go to any of our rental stations during your rental and arrange to add the additional driver to the rental (subject to a fee).
