Unexpected Additional Charges

Possible charges

The rental company can add charges when you return the car, under the conditions of your hire and its terms and conditions. The amounts and reasons depend on the rental agreement you signed at pick-up. They are also listed in the terms and conditions on the booking page.

Some examples of these additional charges

• returning the car dirty
• not returning the car with the fuel level your agreement requires, or an electric vehicle with the required charge
• damage during your hire
• lost equipment
• returning the car late
• returning the car to the wrong location
• going over the kilometre allowance
• fines and tolls

The branch staff will usually tell you about any charges when you drop off the car. Sometimes charges are only found or applied after drop-off, once the car has been checked or a fine arrives.

What To Do

If you know the car was damaged during your hire, notice scratches you aren't sure about, or know you received a fine, tell the branch staff when you return the car. You can then review any possible charges together and, if needed, compare the damage with the report made at pick-up. If you received fines or used toll roads, ask the staff how to pay them yourself.

Why Have I Been Charged After the Drop Off Date?

When your card is charged after the drop-off date, the rental company should send you an invoice explaining the charge. If you think there is a mistake, contact the rental company's customer care team using the email address or phone number on the invoice. If you're unsure who to contact, contact DriveNow and we can put you in touch with the rental company. Our guide to issues, complaints and feedback explains how to take a complaint further.

How to avoid unexpected charges

• Return the car clean and tidy, with the fuel level your agreement requires. Ask the branch what condition it expects the car to be in, and where you can clean it near the branch before you return it.
• Check the car at pick-up. Before you leave the branch, check the car for existing damage and make sure it is noted on the signed rental agreement. See vehicle inspection.
• Note who helped you. The name of the staff member who helped you at pick-up can help you follow up anything you discussed, but having it written on the rental agreement is better.

Next steps

• Late and early returns: avoiding late return fees
• Security bond: when your bond is released

Part of Returning Your Car in the Car Hire Handbook.