Frequently Asked Questions

We accept drivers aged 25-70yrs with a full clean licence. If you are 21-24, 70-80, or have certain endorsements it may still be possible to hire if arranged by phone with the branch prior to pick up. Insurance charges and the excess may vary. Please ring the relevant branch.

We offer a personal delivery and collection service or a meet and greet service. Airport rentals are usually restricted to a minimum hire period of 7 days – this may be reduced if the issuing branch agrees. If we are to meet you at the airport then you will be greeted by one of our representatives as you come through the arrivals gate whereupon you will be escorted to the vehicle and driven to our nearest branch to complete the hire. Upon return we require the hirer to return the vehicle to the requested branch whereupon we will then drive you back to the airport. If you have arranged to take the vehicle from the airport then the procedure is the same except you would take the vehicle directly from the airport and then return it directly to the airport. You will be given full instructions of how to leave the vehicle when you pick it up. Note: we do not allow direct airport collections at the weekend, all airport bookings coming in on a Saturday or Sunday must be taken to a branch before the vehicle is handed over. Please note extra charges will be made for any of these services – see the online quotations for price guides.

We make every effort to supply the vehicle ordered, or an acceptable substitute at the time. Please inform us if you need a specialist vehicle.

For your peace of mind Kendall’s maintain a 24 hour emergency telephone service. All vehicles are covered for 24 hour breakdown included in the price. Numbers are given out on the rental agreements. This breakdown cover is exclusive to the UK and the insured drivers. Please note that we have to pay all call out charges, therefore if the breakdown service is called out for an unacceptable reason or a driver error then the hirer will be charged the full service costs. We do not provide breakdown cover for vehicles going off the UK mainland.

Basic collision damage waiver is included with only a low excess as above.

We have now registered a small selection of vehicles that are exempt from the London Congestion Zone to make it easier (and cheaper) for customers who work in London. Please call your branch for more information on which cars are registered. They are mainly Economy vehicles like the Toyota Aygo, Peugeot 107, some newer Smart Cars and our 9, 12 and 14/15 seater minibuses.

We can arrange for our vehicles to be insured on the continent. There is a charge for this service which can only be quoted directly from the branch you wish to pick up from. Hirers will also need to arrange their own 5-star breakdown cover for their time spent off the UK mainland. Please visit the AA’s website here to arrange european cover. We do request that all continental enquiries be made by phone unless you are not based in the UK and the time difference makes this difficult – in the latter case please email your enquiries to info@kendallcars.com Please note that Eire or N. Ireland are considered non UK hires. NOTE: AA 5-star may not cover some larger vehicles – please speak to the branch before hiring.

An Insurance Excess is required from a valid credit or debit card and must be banked before the vehicle is taken. There is a standard £200 excess on most vehicles inc Mini One, Transit & Luton vans, a £300 excess on the BMW Mini & P308 convertible, C-Class Mercedes and Crew cab 4×4. The E-class Mercedes & Toyota Landcruiser require a £500 banked credit card deposit.

Customers from outside of the local branch area OR under 25 years will have a higher excess of £500 on the insurance. If you cover both categories then the excess will be £1000. Please call your local branch for further information. (The excess can be increased on collection of vehicle without prior warning).

We do not accept cash deposits, Visa Electron OR ‘Electronic use only’ cards for the deposit. Pay-as-you-go cards and cheques are not accepted also.

We do not offer discounts. Our prices are set as standard and only change with seasonal sales. Kendall Cars Ltd and controlling directors actively support selected local and global charities. As this is the case discount is not offered to charities in general nor any groups, businesses or individuals. Kendall cars can be available for sponsorship or endorsement but all requests must be made in writing and forwarded to the Managing Director at the Guildford office.

Many endorsements are acceptable eg, an SP30 (speeding). Over 6 points or recent endorsements may cause a higher excess or refusal of hire. Management reserve the right to refuse hire for any endorsements if needed. If in doubt please ring the pick up branch with the details of your endorsements and conviction dates etc.

We do not have fuel pumps on site or the capability to refill before every hire, therefore customers are expected to return the vehicle with the same amount of fuel in the tank as when the vehicle was first picked up. eg if the vehicle is picked up and has half a tank of fuel then it is to returned with half a tank or the hirer will be charged. A note of the fuel type is marked on the hire contract and on each vehicles fuel cap. Any costs associated with using the wrong fuel is not covered by the insurance.

Fully comprehensive insurance is included in the quotations and arranged for you on collection (unless specifically stated otherwise). The hirer is always responsible for up to their excess amount on any damage unless covered by CDW/EPI. We require all drivers to fill out a form upon pickup and show their full driver’s licence and additional proof of address. There are no extra costs for additional drivers. The only things not covered by the insurance is anything that comes down to negligence i.e., interior, tyre damage, overhead/roof damage is also not covered. Failure to abide by the terms and conditions of each hire may revoke the insurance cover and thus make the hirer fully liable. Please see full terms on the insurance invoice.

Hirer’s must have held a full licence for at least 12 month. For minibus and Cargo rentals hirers must have passed their test prior to January 1997 or hold the relevant categories on their license.. Please check all endorsements with our office when booking as some endorsements are not acceptable. New UK licence is issued in two parts and both must be produced.

Please view our locations page for our list of branches.

150 free miles per day for all cars (after which is 9p per mile) – unlimited for car hires over 7 days. 100 free miles per day for all vans (after which is 9p per mile/ 10p on the Cargo). 100 free miles per day for multiseaters (after which is 10p per mile) Unlimited mileage is only available on cars over 7 days – no exceptions. A note of the mileage is taken before the vehicle leaves the branch/airport and again when it returns.

During peak seasons and bank holidays some vehicles will have a minimum hire period to either cover the days the branch is closed or when there is a high demand for the vehicle due to holidays, etc. Sometimes you may be able to book for less days than the minimum hire period if you book closer to the required hire date. Please call your local branch for more information.

Please note that the online booking facility will normally take 24hrs to be processed, in some cases it may take longer, therefore we strongly advise that if you are booking a car or especially vans and multiseaters to pickup within the next 7 days that all bookings be made by phone with the particular branch you wish to pick up from. It is usually the case that all vans are fully booked up for weekends about 5 days in advance therefore online bookings stand less chance of being confirmed. For phone numbers for each branch please see the contact page. All online bookings are processed in person and are not automated therefore your booking requests are not valid until you have received confirmation from the branch – we will not accept responsibility for hirers assuming the vehicle they have requested has been booked if it has not been confirmed by the issuing branch.

Please see each branches page from the locations page for opening hours. Hirers are requested to be at the branch at least 30mins before closing for pickup. Vehicles can be dropped back outside working hours.

We always prefer payment by credit/debit card. We accept: Visa, MasterCard, Switch/Maestro, Delta, Solo, Visa Electron (not for deposits) and Amex. Note: there is an extra 4% surcharge on Amex cards to cover extra costs. We do accept cash for payments but not deposits. Cheque’s are no longer accepted for payment. Business cheque’s must be authorised at a cost of £2 per cheque then banked. Cheques are not accepted for deposits

All our hires run from 8am to 8am (Eight in the morning GMT) regardless of actual pick up time. It is vital the vehicles are back on time – hirers can be charged up to 3 times the daily rate for late return (depending on trouble caused). We are always happy to extend the hire if we can, but the hirer’s must ring before the hire ends. Other times can be arranged if the vehicle is booked by phone and certain conditions met. Vehicles can be dropped back outside working hours and the keys posted in the keys returned boxes. Ask the branch when picking up for more details.

Please note that the prices will vary between branches, however, it is only a very small amount due to regional economic differences. It is mainly vans that are affected by this. The online quotations will give an accurate enough quote. There are no extra costs for additional drivers. This price is the full price – no add-ons.

Quotations from the web site are kept as up to date as possible. Management reserve the right to change prices without prior warning. Quotations are only valid for 7 days. For online quotes please go to the PRICES page. Vehicles listed are examples of each price range. Quotes include all local taxes, fully comprehensive insurance, UK breakdown cover and a mileage allowance (unless specifically stated otherwise). There is no need to purchase any more insurance unless desired – see CDW. There are no extra costs for additional drivers.

Refunds can only be given if we have received at least 24 hours notice before the vehicle is returned early. Booking deposits are non-refundable, however, if needed they can be transferred to another hire minus a small administration fee.

A further list of terms and conditions are available by clicking here or viewing the Terms and Conditions link under Hire Information on the main menu. Management reserve the right to change any terms and conditions without notice or not comply to the published material if certain circumstances arise. Management reserve the right to refuse hire or cancel hire without notice under special circumstances.

It is normally easier to phone through van bookings and enquiries as specific information can be given and the booking can be done a lot quicker. Please click here for a list of branch numbers. Please phone the particular branch you wish to pick up from.

Driving licence – if its the new UK photocard please bring both parts we must see all drivers’ original driver’s licences – no photocopies. There are no extra costs for additional drivers. Credit Card – we need this to secure the payments and imprint for your deposit (excess) 1 other form of ID (showing current name and address) – i.e. utility bill, bank statement etc. Any paperwork – or quotes given before pickup. English road atlases are normally available to have free of charge.