Terms & Conditions

1. Drivers License / ID Restrictions

All hirers must be in possession of a valid, original driving licence including the photo ID. Driving licenses must be held for a minimum of 2 years. Driving licences must be in English, Latin or Roman alphabet. Digital Driving licenses are not accepted, a physical driving license is required to hire.

International Driving Permit are required when a driving license is not in English, Latin or Roman alphabet. The hirer is solely responsible to ensure that their licence is valid for use in the respective country and to determine whether an International Driving Permit is required by local law. Failure to provide a valid licence and IDP permit (as required) will result in a non-refundable termination of the reservation at the rental counter.

In the event that the hirer arrives at the rental desk without the necessary documentation, the booking will be cancelled. In these cases, there will be no refund.

You may be denied rental for reasons including, but not limited to the following:
- Previous driving disqualifications
- Pending prosecution or police enquiry
- Convictions for offences relating to theft, fraud or dishonesty
- Involved in an at-fault accident within the last 5 years
- Involved in more than 1 accident in the last 3 years
- Defective vision

Forms of Identification: Valid photo ID (passport or national ID).

Local Traveller Restrictions: N/A

2. Payment

Debit cards are accepted only for Premium protection. For Basic and Plus protection, debit cards are not accepted.

The accepted cards listed above must be in the main driver's name, have sufficient funds to cover the excess liability, and have an expiration date at least 2 months beyond the return date of the rental. All cards must have both the card number and expiry date clearly visible; cards without these details cannot be accepted. If a valid card is not provided, the booking may be cancelled, and no refund will be issued for any prepaid amount.

In the event that the original booking was paid for utilising a third-party credit or debit card, hirers may be required to present details, permissions and authorisation relating to the transaction. Failure to provide the information requested may result in the hire being refused.

3. Deposit / Pre-authorization information

Friends Mobility offer 4 different packages with varying levels of protection / coverage. The Basic protection is the cheapest, but has the highest Damage and Theft excess amounts, with the Premium protection being the most expensive to purchase, but comes with 0 excess and a very low security deposit.

We will require a security deposit to be pre-authorised on the credit card of the main driver. A pre-authorisation is the method by which a deposit amount is ringfenced rather than transacted as a sale. The monies must be available in the account but will not leave it. The amount will not be available to the account holder until released by their bank. The period until the funds are released is usually between 5 and 15 days but can be longer depending on the type of card and country of issue.

4. Insurance Information

Friends Mobility offer 3 types of insurance:
- Basic Protection
- Plus Protection
- Premium Protection

5. Damage and Theft Excess Reduction / Waiver Products

The packages below are available to purchase in addition to any of the pricing packages detailed above, or in addition to bookings placed via third party websites. If you purchase the Excess Reimbursement Policy from a third party, the credit card holder will be required to present his / her credit card at the rental desk in order for the car rental agent to authorise the deposit.

Excess insurance policies purchased from a third party are usually excess reimbursement policies. This means customers are liable for the excess amount detailed on their booking and must pay the deposit/pre-authorisation amount. In the unlikely event that damage occurs, customers are required to pay Friends Mobility and will be able to claim for reimbursement of their costs through the policy purchased from the third party.

6. Auto Insurance Requirements

Customers intending to self-insure our vehicles are required to produce sufficient proof of auto insurance, to include comprehensive and collision deductibles. If opting to self-insure, you must carry a full coverage policy, to include both physical damage and liability.

Insurance verification must be presented in the form of documentation (declaration page of policy), email or via the insurance company's mobile application only. If proof of insurance cannot be provided, clients will be able to purchase insurance at the counter.

When the correct age of the hirer is entered when requesting a quote from the Friends Mobility website, the Young Driver Surcharge and Senior driver surcharge is included in the rate provided. Friends Mobility operates a fair Fuel Policy; hirers are requested to return the vehicle with the same level of fuel as was supplied at the time of collection. Missing fuel will be charged 3 Euro per litre (daily rate) and an additional charge of 25 EUR (Refuelling Fee).

You may be required to leave a fuel deposit reserved on your credit card which will be released when you return the car with the same amount of fuel. Missing fuel will be charged on your return. The price per litre charged by the rental agent may be higher than the price at the local service station.

7. Out of Hours Fees

Out of hours services are treated as on request and cannot be guaranteed. Not all locations offer out of hours returns and a 24 hour service should not be assumed where out of hours service is offered. Please enquire with the rental station directly. Where accepted, an additional fee of 20-50 EUR is payable; after midnight may attract a higher rate.

8. Drop Off Charges

By request.

9. Toll Related Costs

N/A

10. When you Arrive / Shuttle

Please see collection details on the relevant location you are wishing to book.

11. Safety Policies / Accidents

Failure to report accidents truthfully and in keeping with the rental terms and conditions will result in risk reduction packages being null and void. Failure to cooperate or providing false information in connection with a claim will result in the driver being liable for all claims costs. In the event that a customer is involved in an accident during the hire period, a replacement vehicle is not guaranteed.

12. Lost Keys

A charge will apply if keys are lost or damaged. Please note that if a vehicle is stolen and keys are not returned to the rental location, the hirer will be deemed negligent. Lost keys are deemed as negligence and are not covered under the insurance excess limitation or risk reduction packages. Hirers will be liable for all costs relating to recovery, loss of use and repair. This list is not exhaustive.

13. Lost Property

In the event that personal belongings are left in the vehicle or at the rental station, it must be reported at the earliest convenience to Friends Mobility who will endeavour to find and return the item(s). However, Friends Mobility and its representatives will not be held liable for any loss or damage to belongings left in the hire car or within the rental premises.

14. Vehicle Trackers

Some of the vehicles contain tracking devices which will be used in accordance with our data protection policy.

15. Lost Property

16. Cancellation / No Show Policy / Cost / Delayed Collections / No Show Policy

Reservations will be held for 1.5 hours from the specified reservation time, after which they will be classed as a no-show. If the hirer arrives after this time or if the rental station closes in the interim, then a vehicle is not assured. Friends Mobility will do everything possible to provide a vehicle. This may include offering a different vehicle and rates may be different to the original booking. In the event of a no-show, the booking is non-refundable. Flight numbers provided are for informational purposes only. It is the responsibility of the hirer to inform the location of any delays.

17. Cancellation Policy

All cancellations must be made in writing or cancelled through your account on the Friends Mobility website. Please note that telephone cancellations will not be accepted.

18. Cancellation Policy for Basic Protection

Non-refundable.

19. Cancellation Policy for Plus Protection

Cancellation notification sent 7 or more days before the start date: the prepaid amount will be refunded minus the cancellation admin fee.
Cancellation notification sent 3-6 days before the start date: 50% of the prepaid amount will be refunded.
Cancellation notification sent 2 days before the start date: 25% of the prepaid amount will be refunded.
Cancellation notification sent 0-1 days before the start date: no refund due.

All prepaid reservations will be subject to a minimum cancellation fee. For any bookings where the prepaid amount is less than the minimum cancellation fee, there will be no refund due regardless of when the cancellation request was made.

Cancellation fee depends on the currency utilised to place the booking: £15 (GBP) / $15 (USD) / $15 (AUD) / €15 (EUR).

20. Cancellation Policy for Premium Protection

Free Cancellation until 48 hours of the reservation start time. Cancellations made less than 48 hours from the start time would be non-refundable.

21. Cancellation Policy for Pay on Arrival Bookings

For pay on arrival reservations, the no-show / cancellation fee will equal the pre-paid amount and no refund will be due.

22. Pricing

The Friends Mobility website offers multi-pricing packages with differing inclusions and deposit / excess amounts. The exact details of each package will be available at the quotation / booking stage and on the rental voucher.

23. Voucher

A printed or electronic copy of your voucher must be produced upon arrival at the rental desk. Failure to present the voucher means the car rental agent may charge you at the local rates - the car rental agent may refuse to release the vehicle, in which case no prepaid funds will be reimbursed.

24. One Way Hire

Not all Friends Mobility locations offer one-way rentals. Where offered, an additional fee will be charged. When entering your pick up point on the website, it will automatically display all available drop off locations and the prices shown will be inclusive of the one way surcharge. The website will only display available one way locations. If your desired drop off location is not displaying on the website, this option is not available and is not permitted.

25. Vehicle Group / Model

Friends Mobility vehicles are classified into groups using the ACRISS codes. The group is indicated on the top right of the vehicle image and the description at the top left. Reservations are confirmed for a group and not a particular model unless shown otherwise. Friends Mobility is unable to guarantee a particular make/model or fuel type unless a guaranteed model group has been booked. The vehicle shown on any documentation is for guidance only and may be substituted with an alternative, similar or upgraded vehicle at our discretion. Model groups described as "or similar" are not guaranteed. Model groups described as "make/model guaranteed" are guaranteed model groups.

26. Luggage Capacity

Customers are required to ensure that all luggage fits within the trunk/boot of the rented vehicle. The use of seats for luggage storage is prohibited for safety reasons. In the event that the selected vehicle is unable to accommodate the luggage within the trunk/boot, customers may be required to upgrade to a larger vehicle, subject to availability. Any associated costs for the upgrade will be the responsibility of the customer.

27. Vehicle Condition

Vehicles must be returned to the location/drop off point in the same condition as when it was picked up/delivered. It is the responsibility of the hirer to ensure that the vehicle is thoroughly checked prior to taking custody of the vehicle. Whilst in charge of the vehicle the hirer accepts responsibility for maintaining the roadworthiness of the vehicle and agrees to take remedial action to avoid unnecessary cost/damage. This will include maintaining oil levels, tire pressures and other common sense actions to maintain the vehicle. Costs will generally be covered only if it's authorised in advance from the rental branch.

The hirer must return the vehicle in a clean condition (normal wear and tear excepted). If the vehicle is exceptionally dirty upon return or if there is damage to the seats, seat upholstery or the carpets, an additional charge for deep cleaning will apply. This charge will be dependent upon the actual state of the vehicle when returned. Any damage caused to the vehicle, if returned out of hours, is the responsibility of the hirer until the rental agents have checked in the vehicle.

In keeping with industry standards and association guidelines, short term vehicle rental does not have a margin of fair wear and tear for damage. A short term rental is any hire for which the duration is less than 90 consecutive days. Any change to the condition of the vehicle during the rental will be the responsibility of the customer.

28. Smoking Policy

A strict no smoking policy is in place for all vehicles. If you have smoked or allowed smoking within the vehicle, charges will apply. This includes allowing cigarette (or cigar) smoke or ash into the vehicle, which would imply the above. A minimum fee of 150 EUR incl. VAT applies.

29. Valeting / Animals in Vehicles

No animals should be transported in our vehicles unless contained. A valeting fee may be applied to rectify any soiling due to animal transportation. The minimum fee will be at least 150 EUR. In the event that a vehicle is returned in an unclean condition (internally or externally) and requires more than our standard clean, a valeting charge of 150 EUR will apply. Hazardous or excessive soiling requiring specialist cleaning will be charged according to the nature of the specialist required.

30. Rental Extensions

It may not always be possible for the hiring branch to extend the rental. Where the branch agrees an extension, the rental will be charged at the prevailing rate which may be higher or lower than the original booking rate.

31. Non-authorised Rental Extension

If the hirer fails to return the vehicle within the specified time, a penalty charge of 500 EUR will be applied and the hirer will be blacklisted (declined for future bookings).

32. Early Returns / Unused Rental Days

No refunds (partial or full) will be given for rentals ended early, including the purchase of ancillary items, late collections, no shows or cancellations made after the rental start date.

33. Late Returns

A vehicle is hired for a contracted period as detailed on the rental agreement. The return day and time as selected by the hirer at the time of booking will be enforced regardless of delayed pickup time. If the vehicle is returned outside the grace period, there will be an additional charge. Charges will be withdrawn from the card provided for the security deposit. Grace period: 1 hour.

34. Amendments

Reservation amendments must be requested in writing via email at least 24 hours prior to the start of your rental. Please note that telephone amendments will not be accepted. An amendment request is not assured and amendments may be treated as a new booking.

35. Fines, Penalties and Administration Charges

It is the responsibility of each hirer to cover the cost of any parking fines and traffic violations. When fines or traffic violations occur and a Friends Mobility location is involved in administering the charge, an administration fee will be charged to the hirer.

36. Opening Hours

Location opening hours can be found on www.friendsmobility.com/locations. The hirer is responsible to check the location's operational hours, along with any national or public holiday closures.

37. Complaints

All complaints should be made in writing through the Online Contact Form found on www.friendsmobility.com/contact within 30 days from the last day of your rental. Whilst Friends Mobility does try to resolve all cases brought to our attention, those raised after this period may not be considered. If at any point during the investigation process communication ceases for a period of more than 30 days, the case will be considered closed and no further action will be taken.

38. GDPR

All information relating to privacy and data protection when using a Friends Mobility service will be contained in our privacy policy which is located on our website - www.friendsmobility.com/privacy

39. Promotions

Any promotional codes used at the time of booking are applied and therefore included within the displayed price. Any terms associated with the promotions must be adhered to at the time of collection.

General Terms

All bookings are subject to our terms and conditions.

Friends Mobility cannot accept liability for any charges incurred on documentation signed for and accepted locally.

Friends Mobility will not be held responsible for anyone driving under the influence of alcohol or drugs, causing wilful damage, off road driving or driving without due care and attention. The hirer will accept responsibility in respect of such claims. This list is not exclusive. Friends Mobility trading as Friends Mobility act as an agent / intermediary for the hirer booking on www.friendsmobility.com and associated websites. Booking confirmation vouchers will be issued to the hirer via email. All transactions are subject to VAT. If VAT invoices are required, these would need to be issued directly by the location servicing the rental once the booking has been serviced, and not by Friends Mobility. Invoices can only be issued in the name of the main driver.

When comprehensive insurance is taken out it is to provide the hirer with entitlement to drive and covers the vehicle in the event of an accident. In the case where the hirer is found negligent, Friends Mobility and its locations reserve the right to pursue the hirer for the recovery of all losses incurred.

Calls to Friends Mobility may be recorded. Friends Mobility reserves the right to cancel a rental and refuse the service at any time.

Friends Mobility reserves the right to cancel any bookings that were placed due to a technical error, affecting either the price, and / or booking inclusions. In these cases, customers will be notified and a full refund will be issued to the customer.

Terms and Conditions Issued May 2024 and may be subject to change at any time.