Auto Europe

  • UNITED KINGDOM
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    FULL PROTECTION

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    Be Covered with our Full Protection

    Excess <strong>reimbursement cover</strong>We all travel for different purposes, whether it be for holidays, family or business. Something we can all agree on, however, is that we want to stay safe and should the unimaginable happen, we want to be sure we are properly protected. Auto Europe has the perfect solution for customers after peace of mind on their next self-drive holiday: Full Protection. Select our Full Protection when completing your car hire booking, plus save time and money compared to local insurances at the counter. For more information on different coverage options please refer to our coverage guide.

    Add Full Protection to My Booking

    Adding Full Protection to your booking is simple! Simply add on the product when prompted during the online booking process. Alternatively, you can call one of our reservation agents on our number +44 123 3225 114 who can add it to your booking. The policy below displays information about the cover, which will help you on your next holiday.

    TABLE OF CONTENTS

    Summary
    Maximum refund payable
    Car Hire Full Protection
    When and where we will pay you
    What we will not pay for

    Full Protection conditions
    Reimbursement procedure
    Governing Law and Disputes Clause
    How to make a complaint

    The Auto Europe Car Hire Full Protection summary

    This protection is our promise to reimburse you if have to pay a damage excess on a vehicle booked through us. Customers should refer to the full Auto Europe Car Hire Full Protection Terms and Conditions, which are available on our website, and will be included with your car hire confirmation email.

    Car Hire Rental Period As per Auto Europe Car Hire Voucher
    Who is Protected? Any driver named on the car rental agreement

    CAR HIRE DAMAGE EXCESS PROTECTION MAXIMUM PAYABLE Up to £3000
    Which includes:
    Towing costs Up to £300
    Replacement rental vehicle keys Up to £300
    Missfuelling Up to £300
    Administration fee Up to £300

    Territorial Limitation
    Worldwide excluding Afghanistan, Central African Republic, Chechnya, Democratic Republic of Congo, Egypt, Iraq, West Bank, Gaza and the Occupied Territories of Israel, Libya, Nigeria, North Korea, Somalia, South Sudan, Sudan, Syria, Yemen.

    Important Information:
    Please check that the limit of this protection is adequate for the car hire damage excess amount stated on the rental agreement. The maximum claim is up to £3000.
    This protection can be amended or cancelled free of charge when Auto Europe is advised 48 hours prior to the reserved car rental start date.

    How to make a Reimbursement Application:
    All applications should be notified via https://www.carhirerefunds.com/ where you will be able to submit your application and all supporting documents online.

    If you have any questions regarding your application, or these Terms and Conditions please contact:
    Auto Europe by calling the phone number on your booking confirmation, or email: damage@autoeurope.co.uk

    Auto Europe has procured an insurance policy covering our financial exposure to this Car Hire Full Protection through syndicate underwriters at Lloyd’s of London.


    Auto Europe Car Hire Full Protection

    At Auto Europe we are dedicated to providing you with a high quality service. This protection is our promise to reimburse you if have to pay a damage excess on a vehicle booked through us. This protection will form the contract between you and us, and is subject to the terms and conditions detailed below.

    The period of protection will start from the time you take legal control of the rental vehicle and will cease:

    1. at the time you return the rental vehicle to the rental company who assumes control of the vehicle;
    2. or on the end date specified of your rental agreement, whichever occurs first.

    When and where we will pay you

    We will pay you, up to £3,000, for the amount of excess which you are required to pay under the vehicle rental agreement for any single incident or series of incidents under a single vehicle rental agreement in respect of accidental damage to the rental vehicle including:

    1. physical damage to the windows and windscreen of the rental vehicle;
    2. physical damage to the roof, wheels, tyres and undercarriage of the rental vehicle;
    3. loss or damage resulting from fire, theft or vandalism;

    provided that you are held responsible as declared in the vehicle rental agreement for the excess.

    Valid rental agreements

    This protection must have been purchased at the time of making your rental booking and cover the full period of the rental agreement for which you wish the protection to apply. We will not accept any request for reimbursement for damage occurring under a vehicle rental agreement that commenced prior to the start of this protection or where the protection end date is before the end date of the vehicle rental agreement.

    You must ensure the vehicle rental agreement includes a valid comprehensive motor insurance policy whilst you the renter is renting and driving the rental vehicle.

    Maximum rental period

    This protection is provided for multiple rental vehicles at any one time where the details of the rental vehicles are recorded under the protection. The maximum period of any single vehicle rental agreement should not exceed 60 days.

    Limit of protection

    Our protection shall not exceed £3,000 in total in respect of each and every reimbursement during the period of protection.

    Included in our Full Protection

    This protection automatically includes the following costs and services up to the amount specified in each section:

    1. Replacement keys: We will pay you for costs incurred, up to a maximum of £300 for damage to the key for a rental vehicle (including replacement locks and locksmith charges) during the period of rental. The most we will reimburse £300 or currency equivalent.
    2. Misfueling: We will pay you for costs you incur, up to a maximum of £300, for cleaning out the engine and fuel system and any towing costs in the event that the renter uses the wrong type of fuel in the rental vehicle during the period of a single vehicle rental agreement covered by this protection. The most we will pay is £300 or currency equivalent.
    3. Towing costs: We will pay you for costs you incur, up to a maximum of £300 incurred if the rental vehicle is involved in a vehicular accident and the vehicle cannot be driven. The most we will pay under any protection is £300.
    4. Administration fees: We will pay you for costs you incur, up to a maximum of £300 incurred if the car rental company charges you an administration fee, as part of your damage excess. The most we will pay under any protection is £300.

    What we will not pay for

    Under this protection, we will not pay for any of the following:

    1. Any amount exceeding £3,000.

    2. Any reimbursement for an excess which is:

    • waived under the motor insurance policy, or
    • reimbursed to you by the motor insurer or car hire company, or
    • if paid by the insurer to the renter, under the motor insurance policy or
    • if paid by a third party.

    3. Where the vehicle rental agreement is for a period longer than 60 continuous days.

    4. Unauthorised use of the rental vehicle. This means when the rental vehicle is being:
    Any reimbursement for loss or damage arising while the rental vehicle is being:
    a) used for a purpose which is not permitted or is excluded by the terms of the vehicle rental agreement or corresponding motor insurance policy provided to you by the hire company; or
    b) used in racing competitions, rallying, trials, rallies or speed testing, or when driven on a motor sport circuit; or
    c) used off official public roads or on unpaved roads; or
    d) used to transport illegal goods or contraband; or
    e) driven by the renter or a specified driver, should it be proven to our satisfaction that the driver was under the influence of alcohol or drugs at the time of such loss or damage occurring. (A conviction under the relevant law (including a conviction for failing to supply a specimen of breath, blood or urine) shall be deemed to be conclusive evidence that the driver at the time of the loss or damage was under the influence of alcohol or drugs.)

    5. Violation of the vehicle rental agreement terms
    Any liability loss or damage if either the renter or a specified driver is in breach of the terms and conditions of the vehicle rental agreement at the time such liability loss or damage occurs.

    6. Damage to third party vehicles
    For damage to vehicles which are not rental vehicles hired by the renter under a vehicle rental agreement (other than a courtesy car).

    7. Unauthorised drivers
    Any person driving the rental vehicle who is not the renter or a specified driver named on the vehicle rental agreement, and by any person who does not hold a valid full driving licence.

    8. Territories
    Loss or damage that occurs in Afghanistan, Central African Republic, Chechnya, Democratic Republic of Congo, Egypt, Iraq, West Bank, Gaza and the Occupied Territories of Israel, Libya, Nigeria, North Korea, Somalia, South Sudan, Sudan, Syria, Yemen.

    9. Unacceptable vehicles
    Loss or damage arising from the rental of a vehicle which is not promoted on our website or by our call centre at the time of making your rental booking.

    10. Unacceptable vehicle types
    Loss or damage arising from the rental of a vehicle which:
    a) has a gross vehicle weight in excess of 3500 kg,
    b) is not licensed for road use
    c) is a non-motorised vehicle e.g. trailers, loan vehicles, or motorcycles,
    d) is classed as a moped, motorbike, quad bike, off-road vehicle, motorhome, campervan, recreational vehicle, or truck,
    e) has more than 25 seats.

    11. Rental vehicle interior
    Loss or damage to the interior of the rental vehicle other than in the event of a collision.

    12. Mechanical breakdown
    Loss of or damage to the rental vehicle resulting from mechanical breakdown as a result of normal use and aging.

    13. Property in the renter's control
    Loss or damage to the contents of the rental vehicle or any property being transported by the renter or otherwise in the renter’s care, custody or control.

    14. Radioactivity, Nuclear
    Any legal liability of whatsoever nature directly or indirectly caused by or contributed to or arising from:
    a) ionising radiations or contamination by radioactivity from any irradiated nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; or
    b) the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component.

    15. War and Hostilities
    Any consequence of war invasion or act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power.

    16. Deliberate or reckless damage
    Any loss of damage resulting from loss or damage caused deliberately or recklessly by you or any of the specified drivers.

    17. Wear and tear, gradual deterioration, damage caused by animals
    Any loss or damage arising from loss or damage caused by wear and tear, gradual deterioration, domestic animals, pets, insects or vermin.

    18. Loss of value
    Any reimbursement for depreciation or loss of value following repairs.

    19. Confiscation, requisition or destruction of the rental vehicle
    Any loss or damage arising from confiscation, requisition or destruction of the rental vehicle by or under the order of any Government or Public or Local Authority

    20. Benefits payable pursuant to uninsured, underinsured motorist legislation
    Benefits payable under any uninsured or underinsured motorist law, first party benefit law or no-fault law, or law similar to the foregoing in any state or territory.

    21. Payment of Daily Charge
    Where the full full daily charge or any additional full daily charge has not been paid by you.

    22. Fines
    Any fines imposed, administration costs, reimbursements for diminution of value or any costs involved with the impounding of the rental vehicle.

    23. Eligible driver
    Any loss or damage resulting from a person not named under the rental agreement or is not between the age of 21 to 85 years.;

    Our conditions

    1. Keeping to the terms of the protection
    Our promise to pay only applies if you have met all the terms and conditions stated within this document.

    2. Purchase of this protection
    This protection must have been purchased prior to the commencement date of a vehicle rental agreement for which you require this protection to be operative.

    3. Care of rental vehicle
    You, the renter or any specified drivers are required to maintain the rental vehicle in a roadworthy condition. The renter or any specified driver in charge of the rental vehicle for the duration rental agreement are required to take all reasonable care to safeguard it and its contents from loss or damage. We shall at all times be allowed free access to examine the rental vehicle.

    4. Accidents or losses
    If a request for reimbursement under this protection is due to theft, attempted theft, malicious damage or vandalism you must of notified the police and obtained a crime report number.

    5. Fraudulent reimbursements or misleading information
    If any request for reimbursement under this protection is fraudulent or is intended to mislead your protection will be cancelled and all benefits forfeited.

    Reimbursement procedure

    Notification

    All requests for payment under this protection should be notified via

    https://www.carhirerefunds.com/

    Please note: When completing the request for reimbursement request you must:

    • respond to each of the questions in full and to the best of your knowledge;
    • provide copies of the documentation requested or any additional documents or photos which will assist us in processing your request;

    You must notify https://www.carhirerefunds.com/ within 45 days of the date of the end of your rental period of any possible incident or event that may lead to payment request for reimbursement. Failure to do this may invalidate this agreement.

    To obtain a payment under your protection you will need:

    1. Your booking voucher issued by us which confirms your car hire Full Protection with us
    2. Copy of your Rental Agreement from the Vehicle Rental company
    3. Your copy of the Rental Company Accident Damage Report and/or a photographic picture of the damage caused
    4. Copy of the driving licence of the person named on the Rental Agreement and a copy of the driving licence of the person in control of the vehicle at the time of the incident
    5. Proof of your payment in the form of a copy of your credit/debit card statement showing payment of the Excess which you are requesting reimbursement for
    6. Your bank details
      a. UK Bank – Sort Code and Account Number
      b. Bank based outside the UK – IBAN and BIC/Swift code (This can be found on your banks website)
    7. Description of the incident that caused the accident (including time and date)
    8. Police Report if applicable.
    9. Copy of pre-rental inspection report if completed
    10. Invoices / Receipts / other documents confirming the amount you have paid in respect of the Excess for the damage to the Rental Vehicle for which you are requesting reimbursement.
    11. Any third party contact details.

    You are required to:

    • Provide any information or documentation we reasonably ask for to support the payment to you.
    • Co-operate with us at all times by providing supporting documentation or other information as we may reasonably require.
    • Do not admit that you are at fault or promise to pay any money, or become involved in litigation without our approval.
    • Help us recover any money we have paid.

    Governing Law and Disputes Clause

    Any disputes arising from or in connection with this protection may be referred to a recognised mediation service if the parties to this contract agree in writing. Disputes arising from or in connection with this protection shall be subject to the jurisdiction and law of England and Wales.

    How to make a complaint

    Our aim is to ensure that all aspects of your reimbursement cover are dealt with promptly, efficiently and fairly. If you have any questions or concerns about your reimbursement cover or the handling of a claim you should, in the first instance contact:

    Address
    AE Europe Limited
    Office 2
    4B Kestrel Court
    Burnley BB11 5NA
    Lancashire, UK
    Email: damage@autoeurope.co.uk

    Registered
    AE Europe Limited
    Registered Number: 04964813
    First Floor, 2 Collingwood Street
    Newcastle Upon Tyne
    United Kingdom NE1 1JF

    Directors: Imad Khalidi, Niall McDevitt, Nathalie Houder, Jonathan Benoit, Heather Gamage

    In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Compliance Officer at:

    JM Marketing Limited
    34 Lime Street
    London
    EC3M 7AT
    Email: complaints@jmmltd.com