Frequently Asked Questions

Please click on a question below to display the relevant answer. If you cannot find the answer to your question click here to fill in our enquiry form, click here to email us or call 0151 207 1441.

You will need to produce a bank statement or utility bill which is no more than three months old, and a valid debit, credit or switch card in the name of the main hirer. We are currently unable to accept American Express & Diners' credit cards. We require £100 deposit with Solo, Lazer, Cash Plus or Visa Electron debit cards.

You will also need to produce a full valid driving licence, as will anyone else who intends to drive the vehicle.

We reserve the right to refuse to supply a vehicle to anyone who we feel, in our professional judgement, is unfit to drive. Drivers must be between the ages of 21 and 75 years. All drivers must have driven for two years. Between 21 and 25 years old the driver must have no endorsements, and there will be an additional charge for this age group.

We require a driving licence which has been held for no less than two years. All endorsements must be disclosed in advance. Certain endorsements may result in us being unable to accept your booking. If, as a result of an undisclosed endorsement, we are unable to proceed with your booking, we may not be able to refund any incurred costs.

If yours is a photo card driving licence, you will also have to produce the paper counterpart.

We can only accept original documents, not photocopies or faxed or emailed documents.

We accept international driving licences, provided you also produce a passport at the time of booking. International licences must have been held for at least two years. We also accept driving licences from other countries, provided they are in English and a passport is presented at the time of booking. If your passport is not in English, you will need to acquire an international driving licence.

Our rates include all of the following:

  • fully comprehensive Insurance (except first £500)
  • Unlimited mileage
  • VAT

Our rates do not include the following:

  • Fuel costs
  • Personal accident insurance
  • Delivery and collection of your car (we are more than happy to do this, but there may be an additional charge)
  • Out of hours charges
  • Optional extras (for example, child safety seats)
  • first £500 of damage

    All additional costs will be discussed with you in advance.

If the named driver pays we only require that their own valid debit, switch or credit card be be used to pay upon collection of the vehicle. We will accept a third party's Credit Card but we then require £200 deposit from card.

There is an insurance excess of £500 for standard vehicles. For excess payments, we may take a credit card imprint in advance and request authorisation to charge your card for any cost incurred as the result of an accident.

Our vehicles are also insured for a maximum number of passengers.If your requirements change, you must tell us prior to vehicle hand-over so we can reassess your needs. If you fail to inform us of any changes to your requirements, we cannot accept any responsibility for any problems arising from this.

Report any situation to us within 24 hours. Our phone number is a 24/7 one. In the case of a mechanical breakdown we operate a nationwide breakdown service which we will call out. Many of our vehicles are covered by the makers breakdown shcemes.

In the case of tyre damage Report any situation to us immediately.We are an account holder with National and local repair companies. Our policy is not to supply spare wheels. We do not consider it safe for our customers to change wheels at the roadside. If the tyre damage has occured while you have the vehicle we consider the repair cost to be due to you, however we will facilitate its repair on your behalf.

Report any situation to us within 24 hours. In the case of an accident, you must obtain third party details and a signed police report. Be sure to keep hold of any documentation relating to your vehicle rental, as these may be required by the insurance companies.

At the end of the rental period, it is vital that you fill in an accident form and a checkout form.

An additional charge of £20 per week will be charged for each additional driver. For hires of less than one week, there will be an additional charge of £5 per day for each additional driver. Once your hire extends beyond two weeks, there is no extra charge for additional drivers.

Remember, all additional drivers must fulfill all of the criteria detailed in these FAQs, and must be present at the time of hiring.

As with all markets, the vehicle hire market is subject to change, and we reserve the right to alter our prices without prior notice. However, any bookings made before a price amend is implemented will be honoured at the rate agreed at the time of booking.

We accept the following payment types:

  • Credit card
  • Debit Card
  • Switch

We are unable to accept the following payment types:

  • Solo
  • Cash Plus
  • American Express
  • Diners' Club
  • Some international Switch/Maestro cards

The payment card provided must be in the driver's name and must include the following:

  • Card number
  • Expiration date
  • Security code
  • Pin number (if yours is a 'chip and pin' card)

No, but we do ask that you leave a little in for the next hirer. The newest transits do tell you what mileage it estimates the remaining fuel will cover but are not to be relied on when reading below 20 miles. Don't forget all our vans and trucks take DIESEL.

All cancellations must be made either in writing by e mail to info@tillyhire.co.uk or by calling 0151 207 1441 a full 24 hours before the time you are due to collect your vehicle. If you fail to give us 24 hours notice and you have already paid in advance, you will forfeit your right to a refund. If you fail to give us 24 hours notice and you haven't paid in advance, you may be charged a full day's rental.

As well as having to pay any charges levied against you by the authorities concerned, you will also be required to pay an administrative charge of £10+VAT to Tilly Hire.

If you have any further questions, please do not hesitate to contact us on 0151 207 1441.

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