Yorkshires No1 car, van and truck rental company

Refund Policy

A full refund will be given if a cancellation is made no later than 24 hours prior to the start of the rental times, a refund cannot be made if vehicle cancellation is within 24 hours of the rental starting times.

Terms and Conditions of Hire for On-Line Booking:

1. Amendment, Cancellation, and Extension.

You may during the Rental Period, subject to availability, add extra days (charged at the applicable daily rate) to the original Rental Period by calling our help-line.

If you return the vehicle early, no refund will be made for the unused part of the agreed rental period.

If you cancel the Rental Agreement, under no circumstances will Arrow refund all or any of the Rental Cost.

2. Arrow's Obligations.

Provided that Arrow have received cleared funds from your credit card for the sums owed under the Rental Agreement, Arrow will make the vehicle available to you at the relevant Location for the Rental Period at the Agreed Start Time. The Vehicle will be in good working order and fit for the purpose for which it is hired to you (please note the restrictions in Clause 5)

If the Vehicle breaks down or becomes unroadworthy other than through the fault of the Driver(s) of third parties, Arrow may, at its discretion, either provide a replacement Vehicle of the same or similar type or refund that portion of the Rental Cost relating to the remaining portion of the Rental Period

Arrow does not undertake to provide you with a particular type make colour or specification of vehicle and reserve the right to alter these if necessary. In the event that Arrow is unable to provide you with a suitable vehicle, Arrow reserves the right to end the Rental Agreement and refund the Rental Cost.

3. Collection.

When you collect your vehicle from the requested Location you must bring with you:

• A printed copy of the Rental Agreement, as an attachment file sent to you via email.
• A valid driving licence for all Driver(s) together with details of endorsements (including accompanying paper counterparts on the case of new photo card licences). All drivers' licences must be for manual Vehicles.
• Two forms of identification, either a bank statement or utility bill (excluding mobile phone bill) of no more than 3 months old which confirms your name and address as supplied when you made the booking and also a valid passport.
• The credit/debit card used to pay for any part of the Rental Cost.

If you collect the vehicle later than the Agreed Start Time, no refund will be made in respect of any unused portion of the Rental Period. Arrow have the right to refuse to release the Vehicle to you if, in Arrow's reasonable opinion stated on the booking screen, which having any undisclosed endorsements on your driving licence. In such circumstances, the Rental Agreement may be terminated and Arrow shall not be obliged to refund all or part of the rental cost.

4. What you agree from the outset.

You agree with us and acknowledge for the purposes of this Rental Agreement and related insurance cover that.

You shall be responsible for the Vehicle during the Rental Period in accordance with the terms and conditions of the Rental Agreement, and shall procure that any Additional Drivers observe the terms and conditions of this agreement also;

The information, which you have supplied Arrow, is true, and that all material facts which may reasonably be expected to affect either the Insurance or our decision to enter into the Rental Agreement with you have been disclosed. False, misleading or untrue information may invalidate any Insurance affected in relation to this Rental Agreement by Arrow and you may be exposed to unlimited liability to third parties.

You must inform us as soon as possible if the Driver or any Additional Drivers incurs or has incurred any other endorsements on you/their licence or if there is a change in your/their circumstances which may affect the Renal Cost, the availability of Insurance cover or our obligation to release a Vehicle to you.

You will inspect the vehicle before you leave the Location and tell the location attendant at the time if it is not complete, in good order and condition fit for its normal purpose. You shall tell the attendant at that time if there is any damage which we have not informed you of, or if the Vehicle does not have a full tank of fuel, or if the mileage is not stated as in the Rental Agreement.

You are responsible for obtaining any authorisations, licences, permits that are required for the Driver or Additional Driver to drive or use the vehicle in the country of hire.

You have not relied on any information or promise about the rental or the Vehicle made by us or one of our staff or anybody else and save in the case of fraud you shall not be entitled to make a claim of misrepresentation against Arrow.

You will indemnify us against all claims by or against us resulting from your failure to comply with the Rental Agreement and the terms of any related insurance policies. These amounts may be debited from your Credit Card.

5.Your responsibilities

Whilst you have the Vehicle during the Rental Period you agree that you will:

• Keep a copy of this Rental Agreement (including the Renters Information Guide) and insurance documents in the Vehicle at all times.
• Inform us as soon as possible about any loss or damage to the Vehicle or if it is not working correctly, and in any event you must comply with the obligations in Clause 12.4. If using the Vehicle after it has been damaged could cause further damage or if there is a fault you will not continue to use it and will notify Arrow immediately.
• Inform us or our representative of the Vehicle the whereabouts of the Vehicle if we ask you.
• Not take the Vehicle outside the country unless we know, and it is clearly stated in the Rental Agreement that you may take the Vehicle Aboard.
• Pay directly or reimburse us for any fines or penalties imposed as a result if the use of the Vehicle during the use of the Vehicle Rental Period;
• Not sell, rent or dispose of the Vehicle or Extras in any way;
• Not allow the vehicle to be driven or used by any person who has not been authorised by us;
• Not use, and ensure that the Vehicle is not used during the Rental Period if it becomes in an unsafe condition or unsafe to drive or for a purpose for which it is not designed or not suitable. In particular you will not overload the Vehicle, you will properly secure all loads and not carry any hazardous, dangerous or inflammable substance(s).
• Not use the Vehicle for racing, pace making or any other form of competition, not use the Vehicle for towing, pushing, driving tuition or other hazardous or unusual use.
• Not Carry people or property for hire or reward;
• Not drive the Vehicle on unsurfaced roads or other unpaved surfaces, unless the Vehicle is designed for 4x4 operations.
• Not use or drive the Vehicle in breach of the law of the country which it is rented or use it or allow it to be used in order to commit any criminal activity whatsoever.
• Not use or drive the Vehicle whilst intoxicated or under the influence of any medication or other legal or illegal substance which impairs driving ability.
• Make sure that the Vehicle is locked and secured when not in use and properly protected against damage due to bad weather. You will take proper care of the Vehicle and any extras. In particular you will use the correct fuel and regularly check and maintain correct levels of engine oil, tyre pressure and coolant;
• Not do or allow to be done any work on or other interference with the Vehicle whatsoever;
• Not represent that you are the owner of the Vehicle or our agent.
• Not remove or change any name or other mark identifying ownership of the Vehicle
• Overhead damage caused by the hirer is not covered by either insurance or the payment of the CDW. The hirer will be totally responsible for any damage caused due to hitting an overhead object.
• If you fail to fulfil any of the obligations imposed on you by Clauses 5.1 to 5.17 above, you may invalidate your Insurance and/or be held liable by Arrow to make good all loss or damage sustained by us and/or third parties.

6. Your responsibilities for returning the Vehicle.

You must return the Vehicle and any Extras to the Location at the Agreed End Time or at once if the Rental Agreement is terminated before that. If you do not do so we may repossess the Vehicle at your expense wherever it may be.

You must return the Vehicle to Arrow substantially the same condition as it was at the start of the Rental Period, subject to fair wear and tear.

If we reasonably believe that the Vehicle needs more than our standard valeting then you will pay any extra cost.

If you fail to return the Vehicle to the relevant Location at the Agreed End Time you will be charged Late Return Charges. Arrow reserves the right to repossess the Vehicle in the event of late returns and you may be held liable to pay for the cost of collecting the Vehicle. In any event, the maximum duration for the Rental Period is 8 weeks.

Your responsibility for any loss or damage in relation to the Vehicle sustained during the Rental Period continues until Arrow has had a reasonable opportunity to inspect and clean the Vehicle. Should you wish, you may request that the vehicle is inspected in your presence. In these circumstances, Arrow only undertakes to conduct the inspection at their earliest practicable opportunity.

If the Vehicle is not returned at the Agreed End Time (without prior agreement to an extension of the Rental Period) we reserve the right to report to the police that it is in your possession without our consent.

7. Payment.

The Rental Cost shall be debited from your Credit/Debit card, or payment made by cash or cheque, supported by a valid guarantee card. The Rental Cost is fully inclusive of the renting of the Vehicle, the Insurance, and all VAT, insurance premium tax or relevant local taxes but excludes any payments in respect of Extras, Late Return Charges, Supplementary Charges and Loss/Damage Waiver.

Excess mileage will be charged at the rate per mile/kilometre given on our web site and as stated in the Renter's Information Guide. Charges for excess mileage will be deducted from your Credit/Debit card within a reasonable time after the end of the Rental Period.

To cover your potential financial liability to Arrow under this Rental Agreement your Credit/Debit card details will be retained and Arrow shall be entitled, during or following the Rental Period, to debt your card in respect of such sums as are owed to it including without limitation, Late Returns Charges, excess mileage charges, damage and any fines that may be imposed in relation to the Vehicle during the Rental Period.

By agreeing to the terms of this Rental Agreement you hereby expressly authorise Arrow to debit such sums, as are owing to it under this Rental Agreement from your Credit/Debit card account(s). This express authorisation extends to the terms of Clauses 8 and 9 below.

8. Your liability for Late Returns.

You agree that it is likely that the Vehicle hired out to you was due to be hired to a new customer at the scheduled end of your Rental Period. You further agree that if the Vehicle was not available to that new customer because you did not return the Vehicle by the Agreed End Time, Arrow will suffer loss.

In such circumstances, you will be liable to pay the Late Return Charges per day or part thereof to Arrow, such payment being a genuine pre-estimate of our loss.

These sums will be debited from your credit/debit card. d. Your insurance may have ceased to be effective at the Agreed End Time.

In the event of late returns, you may have potentially unlimited liability to third parties. Furthermore, the Insurance Excess shall not apply in such circumstances.

9. Your liability for damage to the Vehicle or Extras.

If the Vehicle is damaged during the Rental Period your liability for the damaged shall be as follows:

Rental Damage of the Vehicle has suffered loss or damage that will require repair, but which in Arrow's opinion will not prevent it from being re-rented before repairs (for example, cosmetic damage or theft of the radio), you will be charged (up to the amount of your Insurance Excess in respect of each Incident): (a) the Rentable Damage Charges, being at Arrow's discretion either (i) £150 per panel or bumper damaged; or (ii) the cost to Arrow of effecting all or necessary repairs or replacement, together with (b) an Administration Fee.

Non-Rentable Damage if the Vehicle has suffered loss or damage that will require repair, and which will in Arrow's opinion, prevent it being from re-rented before repairs (because it can neither be physically or commercially provided to a new customer), you will be charged (up to the amount of the Insurance Excess in respect of the Incident) (a) the Non-Rentable Damage Charges being the cost to Arrow of effecting all or any necessary repairs or replacement; together with (b) an Administration Fee.

The amounts in Clause 9.1 will be deducted from your credit/debit card.

In the event that you fail to take reasonable care of the Vehicle during the Rental Period (for example, failing to top up coolant or using Vehicle for towing), and loss or damage is caused as a result (including loss or damage to third parties), you may have unlimited liability to make good such loss or damage.

Damage to Extras where any Extras are lost or damaged you will be charged the cost of repair or replacement at Arrow's discretion.

10. Re-fuelling charges.

The Vehicle will be supplied with a full tank of fuel and you must return the Vehicle with a full tank. If you do not do so there will be a charge for the amount of fuel required to refill the tank based on the rates displayed and charged at the Location at the time the Vehicle is returned.

11. Road traffic and parking regulations - statement of liability.

You acknowledge that until the Vehicle is returned to us you will be liable as keeper of the Vehicle for any offences, penalties or fines committed or sustained in respect of the Vehicle under any relevant road traffic legislation during the Rental Period.

In the event that Arrow is charged with any penalty amounts in respect of offences committed whilst the Vehicle is on rent to you during the Rental Period, Arrow reserves the right to deduct these penalty amounts from your credit/debit card and/or supply your details to the relevant authorities.

12. Insurance.

It is compulsory for you to be covered for third party liability and this, together with insurance covering loss or damage to the Vehicle, is included in the Rental Cost. Arrow will only accept your own insurance as a substitute if Arrow has validated this before the Rental Agreement is made.

No insurance cover is provided in respect of personal injury or death (including medical expenses) or loss, damage or theft of personal property. We recommend that you arrange your own insurance cover for these risks.

You shall be liable for any loss or damage to the Vehicle or third party claim up to the Insurance Excess. You may reduce your Insurance Excess by making additional payments for Loss/Damage Waiver.

Exclusions

If the Vehicle is stolen or unlawfully taken or involved in any Incident however caused you must: (a) inform the Police of any Incident (including theft or unlawful taking) and obtain an incident or crime number; (b) notify us by calling either the Breakdown Line or Help Line as specified; (c) ensure that the Driver completes and submits the Incident Report Form to us at the Location within 7 days of the Incident or at the end of the Rental Period if sooner; (d) supply insurers and us with full details of the Incident at once (by means of the Incident Report form) and give us written confirmation within 24 hours of the event. If you are injured and prevented from reporting the Incident in this way then you must do so within a reasonable time afterwards; (e) obtain names and addresses and where applicable licence and vehicle registration numbers of all third parties and witnesses and supply them to us; (f) send us at once any letter from any third party and any Writ, to us; (f) send to us at once any letter from any third party and any Write, Summons or other document relating to any Court proceedings ; (g) help us and the insurers in dealing with the Court proceedings including allowing Court actions to be taken in your name and defending any proceedings taken against you; (h) at the time of the Incident which has involved the Vehicle and a third party in an accident, make no admission of liability to any persons.

You may be held liable by Arrow to make good any and all damage or loss sustained to the Vehicle and to any third party during the Rental period in the event that you: (a) fail to ensure that an Incident Report Form is completed and submitted to us; (b) use the Vehicle for any purpose other than that for which is was supplied to you; (c) use the Vehicle to participate in any illegal activity; (d) fail to take reasonable care of the Vehicle (for example, leaving it unlocked and unattended or leaving the keys in the Vehicle).

13. Limits on Arrow's liability.

We accept liability for death or personal injury due to our negligence.

We shall have no liability to third parties for loss or damage sustained arising out of our connection with your use of the Vehicle during the Rental Period.

We shall have no responsibility for any property left in or damaged as a result of being in the vehicle.

We have no other liability to you other than to replace any defective Vehicle or to refund that portion of the Rental Cost relating to the remaining portion of the Rental Period.

14. Termination.

Arrow reserves the right to terminate this Rental Agreement and repossess the Vehicle (at your expense) for any breach by you of the terms of this agreement or if we reasonably believe you are in breach.

15. Meanings.

"Administration Fee" means sums payable by you to cover Arrow's internal administrative costs in connection with this Rental Agreement. These include without limitation, expenses associated with booking amendments, Late Return Charges and other Supplementary Charges;

"Agreed Start Time" means the time agreed between you and us for the collection of the Vehicle at the Location when the Rental Period commences

"Agreed End Time" means the time agreed between us and you for the return of the Vehicle to the Location, at which point the Rental Period ends

"Breakdown Line" means the customer service line dedicated to assisting you in the event of breakdown of the Vehicle. Please note that calls to this line are charged at local rates;

"Vehicle" means the Vehicle and all its tools, documents, fittings and components whether mechanical or otherwise, and any Extras supplied to you at the Location pursuant to this Rental Agreement

"Vehicle Condition Report" means the documents given to you at the Location when you collect the Vehicle, which sets out, without limitation, details of mileage, general condition, and fuel levels of the Vehicle

"Driver" means the person whose name appears on the relevant selection of the Renter's Information Guide and any further drivers authorised by us to drive the Vehicle (the "Additional Drivers")

"Extras" means all or any extra equipment requested by you for use with the Vehicle (including without limitation, child seats, snow-chains and ski-racks);

"Help-line" means the Arrow customer service line dedicated to assisting and resolving customer queries (01484) 654321

"Incident" means without limitation, any loss, damage. Accident or other mishap involving the Vehicle, whether the loss or damage is sustained to the Vehicle itself or to a third party

"Incident Report Form" means the form following this document to be completed by you and submitted to us in the event of an Incident ( if the Vehicle is stolen or the form is lost, you shall notify us via the Help-line and we shall send another form to you)

"Insurance" means the cover affected by Arrow in respect of your rental of the Vehicle (covering the Vehicle and Extras) in accordance with the terms of this Rental Agreement. Please see Clause 12 of the Rental Agreement for further information

"Insurance Excess" means the amount payable by you in the event of an Incident covered by Insurance

"Late Return Charges" means charges you agree to pay to Arrow in accordance with Clause 8 if the Vehicle is returned later than the Agreed End Time. This charge will be repeated for each day or part of a day until the Vehicle is returned to us

"Location" means the relevant Arrow site from which you will be collecting and returning the Vehicle

"Location Attendant" means the Arrow employee who works at the Locations and whose function is to oversee the collection, return, and inspection of the Vehicles

"Loss/Damage Waiver" means amounts you may elect to pay in order to reduce the level of Insurance Excess for which you are liable in the even of an Incident covered by Insurance

"Mileage Allowance" means the amount of miles/kilometres per day included in your Rental Cost

"Non-Rentable Damage Charges" means the costs to Arrow of effecting all or any necessary repairs or replacements (together with an Administration Fee) in accordance with Clause 9

"Rentable Damage Charges" means the costs to Arrow of effecting all or any necessary repairs or replacements (together with an Administration fee) in accordance with Clause 9

"Rental Agreement" means your full agreement with Arrow including these Terms and Conditions

"Renter's Information Guide" means the guide to your rental at the front of this document

"Rental Cost" means the sums payable by you to Arrow in respect of rental charges and insurance, in accordance with this Rental Agreement

"Rental Period" means the period of hire of the Vehicle, from the Agreed Start Time to the Agreed End Time

"Renter" means "you" and "your" means you, the customer to Arrow;

"Supplementary Charges" means all and any additional charges and costs incurred by you above the Rental Cost in relation to your rental of the Vehicle. These include, without limitation, charges for amending your booking, Rentable and Non-Rentable Damage Charges, Late Return Charges, Administration Fees and parking fines. Any Supplementary Charges will be deducted from your credit/debit card in accordance with this Rental Agreement.

"We" and "us" and "our" means Arrow Commercial Centre (Huddersfield) Ltd based at Grove Garage, Guy Edge, Linthwaite, Huddersfield, HD7 5TQ.

16. Severability.

If any of the provisions of this Rental Agreement are or become unenforceable then it is the intention of the parties that this shall not affect the validity or enforceability of this Rental Agreement as a whole or of any other provisions thereof.

17. Interpretation and Law.

The Law of England and Wales shall apply to this Rental Agreement. Any Court proceedings relating to the Rental Agreement may only be commenced in England and Wales

18. Operators Licenses on HGV Vehicles.

It is the responsibility of any hirer who rents a vehicle above 3500Kgs g.v.w to ensure that they have the relevant operators license at the time of hire.

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