Kendall Go FAQ

For your peace of mind Kendall’s provide a 24 hour emergency telephone service through Active Fleet Solutions who use the RAC and AFL for roadside assistance 0844 800 1980. This breakdown cover is exclusive to the UK and the insured drivers only. Driver induced faults are not covered by our breakdown insurance and therefore are chargeable by the RAC/AFS or through Kendall Cars. These include, but are not limited to: Misfuel, Wheel change, damaged tyres, Out of fuel, Lockout, Lost/broken key, RTA recovery (unless fault of 3rd party) We do not provide breakdown cover for vehicles going off the UK mainland.

We recognise that some travel plans may change. If you wish to cancel your booking you will be charged the initial booking period.

If we have to cancel your booking due to events beyond our control we will attempt to offer you an alternative vehicle or an alternative collection / delivery location or we will provide a full refund.

Bookings that are cancelled due to an invalid licence or undisclosed endorsements i.e licence bans, TT99 or above 6 points – will loose their full payment.

No, you will need to use the Kendalls Go app to make or modify a booking. The normal website works on a seperate system only for daily hire with collection from the branch.

Only if you use a pet carrier and clean the vehicle after use. Additional cleaning charges will apply if the next customer can not use the vehicle due to dirt or dog/cat hair on the interior.

No, Kendall Go is a round-trip car sharing service, which means you need to return the vehicle to the exact same spot where you picked it up. If the parking space is occupied, see if there is another parking bay nearby that you can use. If you can’t find a parking spot then leave the car as close as possible to where you picked it up and contact us to let us know.

At Kendall Cars Ltd we strive to offer the highest quality of service and product. If for any reason you as a customer are unhappy with the service provided you should in the first instance contact the Branch Manager at the New Malden branch where the vehicle was rented from. If you are unable to resolve any issue or complaint with a Branch Manager or you are not satisfied with the response from the Kendall’s Branch then you can contact the resolutions team at head office by emailing:

resolutions@kendallcars.com

Or write to:

Resolutions Dept, Kendall Cars Ltd, 34 Aldershot Road, Guildford, Surrey, GU2 8AF

Please outline the nature of your complaint and provide the hire agreement number and or vehicle registration number. The complaint will be reviewed by one of our resolutions team who will investigate the matter. You will receive a reply within 7 days of us receiving your email or letter.

If you travel over the Dartford Bridge or through the Dartford tunnel you must pre-pay the toll fee online OR by phone 0300 300 0120 using the vehicle registration details. (Do not confuse the letter O with the number 0 (zero) as this will invalidate your toll payment) A £25 Admin charge will apply for unpaid penalty fees for each crossing due to the paperwork and time taken to deal with each case.

There is a standard £800 excess on most vehicles, which is reduced to a £300 deposit amount if accidents are reported on time by calling the accident line.

We accept drivers aged 25-70yrs with a full clean licence who have driven for 12 months. Signup and registration must be complete prior to booking via the Kendall Go App.

Many endorsements are acceptable eg, a SP30 (speeding). 6 points or more and certain endorsements will mean refusal of hire via the app. Management reserve the right to refuse hire for any endorsements if needed via the App.

Kendall Go vehicles hold a fuel card within the glovebox that can only be used with that car. Rules are applied to the card to prevent overuse. Please top up the car with fuel to prevent it falling below 1/4 tank. Any costs associated with using the wrong fuel or running out is not covered by the insurance.

Providing the vehicle is available and you are already registered with us – you can book it right up until you go.

Once you have completed your booking via the Kendall Go App and located the vehicle:

Simply follow the app instructions while standing near the car (Your phone will link with the car device unlock the car ready for use).

Make sure you complete your damage check over.

Find the keys in the glove box and head on your travels… easy!

Use the app to find your nearest Kendall Go vehicle. Choose the time you want to pick up and drop off the vehicle. Select the car model you want (you can use the filters to search for specific vehicle types e.g. small, large, Automatic, manual,etc). Make sure all the information is correct before confirming your booking.

If you need to park up and pause your trip (i.e. collect the shopping, see your friends, etc). You can easily pause the trip, lock the door with the app and do what you need to do – remember to take the keys with you!

When you return to the car, just unlock the door using the app, jump back in and drive away.

When you have finished with the car, return to the same location, put the keys in the glove box, end the journey and lock the doors with the app.

Remember to take all your items with you!

Fully comprehensive insurance is included in the quotations and arranged for you with a trusted third party insurer. The price quoted includes full and comprehensive insurance for use in England Wales and Scotland for all drivers listed on the hire agreement. This is included in the price paid upon collection. Additional insurance costs will apply for EU and Northern Ireland. The hirer is always responsible for up to their excess amount on any damage unless they call the accident through from roadside on the dedicated phone line.This allows the insurers to act quickly and reduce 3rd party costs or staged accidents. This will then reduce the excess down to the deposit amount. Exclusions will apply.

We do not allow our vehicles to perform in the ‘3 peak’s challenge’ or any other activity that is timed event or a race. This will invalidate the insurance.

Only the nominated driver using the App can drive the vehicle. Non insured drivers must not operate the vehicle. The insurance does not cover anything that comes down to negligence i.e., interior damage, tyre damage, overhead/roof damage, wing mirror damage, damage from overloading. Failure to abide by the terms and conditions of each hire may revoke the insurance cover and thus make the hirer fully liable for all costs.

Mileage charges are: TBC

The New Malden branch will operate the Kendall Go project and is open:

Monday to Friday 8am-5pm

Saturday 8am to 12 noon

Outside of these hours will be operated by a 3rd party provider TTS360.

We accept payment by credit card which is tokinized through a Gateway payment system with WorldPay.

Hires are booked in hourly slots. Hirers must return on time to avoid delay to future customers collecting. Penalties will be charged for late returns at £50 per hour so please plan your return times ahead of booking.

This is a big no no! Cleaning charges for vehicles that have been smoked in start at £100. Please smoke away from the vehicle. Traces of smoking ash or the smell of smoke in the vehicle will warrant a cleaning charge.

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 to hire or cancel hire without notice under special circumstances.

All our vehicles are covered by windscreen insurance which is included in the price. This will cover stone chips and cracks to the front screen caused by road debris for peace of mind when driving.

However, our cover does not cover damage to the windscreen when caused by neglect or vandalism.