Frequently Asked Questions
Your local van hire experts.
How do I book online?
- Go to the quote box
- Select the times you would like to collect and drop off the vehicles
- Select which location you wish to collect from
- Click on 'Book'
- Select which vehicle you require from the list available (the total rental price excludes booking and debit/credit card fees))
- Enter the details of the drivers
- Enter your details securely on the payment form
- Print out your confirmation
- You will receive three emails (confirmation, booking receipt and password so you can manage your bookings)
You are able to cancel your booking up to 48 hours before the collection time by accessing the 'Manage your bookings' section on the website.
I would like a specific make and model, what should I do?
If you have specific requirements please call your local depot in advance of booking online and they will be able to help you get the correct vehicle for your needs.
Why does the vehicle state "Request now"?
Due to popularity, some vehicles have low availability such as minibuses and people carriers. Therefore, in order not to disappoint our customers we ask them to complete the 'Request now' form, we will then ensure that vehicle is available and advise you by phone and/or email.
I have booked online, when do I receive confirmation of my order?
A booking voucher is sent to you by email with details of your order which you must present to the hire desk when they collect the vehicle. You can also view and print the voucher out on this on manage their bookings online by accessing the 'manage my bookings' link on the website.
How do I 'Manage my bookings'?
When you book online you will be emailed a password so you can manage your bookings. You will be able to:
- View your booking voucher
- Cancel your booking
- Print a VAT tax receipt
How soon can I collect a vehicle?
You can collect a vehicle from 12 hours after booking online.
What is included in the total rental that the customer pays for online?
- Basic rental of the vehicle
- Local taxes (including but not limited to Value Added Tax, Road Tax and surcharges), please note that this will not include congestion charges
- Roadside assistance
- Third party motor liability insurance
What is not included in the basic rental price (not exhaustive)?
- Minibus insurance (some hire companies do offer this in the price)
- Fuel costs
- Deposits requests by us
- Fines, penalties toll charges etc you may incur
- Late return fees
- Additional insurances
- Special requests
How do I pay the deposit?
You will be asked to pay the £250 deposit at the hire desk when you collect the vehicle. This will be taken as a pre-authorised deposit.
Can I cancel my booking?
Yes, you can cancel your booking up to 48 hours before the collection time by accessing the ‘manage your bookings’ section on the website.
What should I do if I wish to cancel within 48 hours of collection?
All bookings are non refundable within 48 hours of collection. Please speak to your local depot who may allow you to rebook the vehicle at a later date (within 6 months). This is at the hire desks discretion.
Are there age restrictions to hire a vehicle?
Yes, all customers must be over 21 years of age for vans (25 for cars, people carriers, 7.5t and minibuses) and under 70 years of age, and resident in the United Kingdom to proceed with an order.
Is insurance included in the vehicle hire?
Yes, you are covered under Northgate's insurance for a maximum of 21 days (customers may be asked to provide their own insurance for minibuses). If you need additional insurance for over 21 days or for minibuses you can obtain preferential rates provided by Aldium on 0800 027 2391.
How do I add an additional driver?
You can pay for any additional drivers when you collect the vehicle and pay the deposit.
What is the policy for fuel charges?
We provide vehicles that are booked online with a full tank of fuel. We encourage all of our customers to return the vehicle with the full tank as we will charge to refill the tank in line with our fuel policy which we will deduct from the deposit.
What about fines and charges?
If you incur a fine such as a parking or speeding fine during your rental you are liable for the fee plus an administration charge. Contact your local depot for more information.
What happens if I return a vehicle late?
If you return the vehicle later than the time specified on your booking voucher you will be charged for the additional days that you have had possession of the vehicle. The charges incurred will be at the usual daily rental rate of that vehicle and will be taken from the deposit. If you are over 60 minutes late you will be charged for a full day.
What happens if I don’t have my drivers licence counter part?
You can nominate another driver or you can ask the local depot to validate your driving licence. They will contact the DVLA on your behalf (please note there is a charge for this service of £10+VAT).
How long will you keep the vehicle for me if I am late?
The vehicle will be held for at least 59 minutes after the agreed time of collection. Please contact the depot if you are going to be later and please note the opening times.
What should I do if I have a problem?
Contact your local depot or email firstname.lastname@example.org.
What do I do if I have a complaint?
If you have any complaints please write to Online Bookings, Marketing, Norflex, Allington Way, Darlington, DL1 4DY.