FAQs

Want to know more about getting connected? Or maybe you just need some answers? You'll find them all here.

  • Top 10

    What is Hertz 24/7™?

    Hertz On Demand couldn't be simpler. It's the luxury of having a car, without the hassles of owning one. And with zero membership fees, you only pay for the car when you use it, so you can hit the road with savings.

    Members can book vehicles online or via phone for an hour, a day or up to a week. As a member, you'll get 24 hour access to vehicles where you live, so you can connect to the people and places that matter.

    How does it work?

    Joining is easy and only takes a few minutes. Apply online or over the phone, and once we approve your membership, we'll send you your very own Hertz 24/7™ RFID key fob. Find a vehicle online, reserve it (a credit or Visa debit card is required to book) unlock it using your key fob and drive away.

    How do I contact Hertz 24/7™?

    If you have any questions, speak to a member of the team at the dedicated Member Care Centre on 0207 365 4198 (opening hours 07:00 – 22:00). Alternatively, email us at hertzondemanduk@hertz.com or use the 'Contact us' form on the site. If you'd rather write to us, our address is: Hertz 24/7™, Hertz UK, Hertz House, 11 Vine Street, Uxbridge, Middlesex, UB8 1QE

    How can Hertz 24/7™ benefit me?

    Hertz 24/7™ gives you the freedom to use a vehicle only when you need one - from one hour to a whole week. You only pay for what you use and what's more, Your insurance, congestion charge and up to 20 miles of free fuel (cars only) are provided with each booking.

    How much does it cost?

    It's FREE to become a Hertz 24/7™ member. Once you've signed up, the only other cost is the use of a car or van. Prices start from £4.50 an hour and include up to 20 miles free fuel per day (cars only). Additional mileage is currently charged at 25p a mile (cars). All mileage driven in our vans is charged at 30p a mile. Drivers under the age of 21 are charged an additional hourly surcharge of £2.

    Where does it work?

    You will find our cars in many cities. Hertz 24/7™ currently has cars located in Paris, London, Berlin, Madrid, New York and Melbourne. Watch this space for more locations.

    How do I reserve a vehicle?

    Simply log in to the site, select a vehicle and choose how long you need it for. Our Customer Care Centre can also book a vehicle for you. We'll charge an extra £2.00 for phone bookings. Phone bookings are available from 07:00 until 22:00.

    When can I use it?

    Our vehicles are available 24 hours a day, 365 days a year. So whenever you need to get connected, Hertz 24/7™ is there for you.

    Who uses carsharing?

    Everyone. Its perfect for: Smart city folk who don't want the hassle and cost of owning a vehicle in the city. Suburban commuters who don't want to use public transport. The occasional shopper who needs boot space for their bargains. Savvy business owners that don't want to pay fleet costs. Green conscious motorists who want to help the environment. And day trippers who want something fun to drive on their time off.

    How will I be charged?

    When you join we'll ask for your credit or Visa debit card details. At the end of each rental we'll send you an invoice. We will debit your account for the amount stated.

  • Joining

    Which vehicles are available?

    We've selected a great range of cars for city driving. The cars vary in size, emission levels and performance, so you can pick the one that best suits your needs. We're adding to the range all the time, so watch this space. We also have vans on fleet – perfect for shifting those larger loads, and electric vehicles giving you the opportunity to drive emission free!

    What are the qualifications?

    You must be 21 years of age with a valid driving licence, and a clean driving history (having held an insurance policy in your name) for at least one year. To drive, you'll also need a valid credit or Visa debit card and be able to provide proof of your address. It also helps if you give us your mobile number and email address so we can send your reservation details to you.

    How will I know if I have been accepted?

    You will receive a Hertz 24/7™ RFID key fob.

    What is the duration of my membership?

    Membership is free for life.

    What do I use my Hertz 24/7™ RFID key fob for?

    When you get to the vehicle you've booked, your key fob acts as your personal key to the vehicle, with 24/7 access. Just place it against the reader on the windscreen to unlock the doors.

    When do I receive my key fob?

    Once we've completed your membership application, we'll post it to you. You should receive it within 4 days.

    Do I have to pay for the Hertz 24/7™ key fob?

    There's no extra charge for your key fob.

    Can I give my key fob to anyone else?

    The key fob is for your personal use only. Please do not give it to anyone else to use. Doing so could result in your membership being cancelled.

    How will I know if the reservation is confirmed?

    We'll send you an email confirmation of the reservation, and to your mobile phone too if required. Make sure you check these details, as they'll include the car's location, the fuel type (diesel or unleaded), and any other important information.

    What do I need to bring with me?

    You'll need your Hertz 24/7™ key fob and your driver's licence. It's also a good idea to bring a copy of your reservation confirmation too, especially if you're not too familiar with the car's location.

    Where do I find the vehicle?

    Check our locations map to find the exact spot where your vehicle will be parked. We'll also confirm the location in an email and a text message.

    Who pays the fuel?

    We do. It's one of the benefits you can enjoy as a Hertz 24/7™ member. If you do need to fill up, just use the fuel card to pay for your fuel. You'll find the card on the reverse of the sun visor.

    Is payment secured?

    Yes. We also follow all appropriate Data Protection legislation with regards to personal and financial data.

  • Booking

    Can my Hertz 24/7™ key fob be used by other people, or my family members?

    The key fob is for your own personal use. You should not give it to anyone else to use, and doing so could result in your membership being cancelled.

    What happens if my contact details change?

    It's easy. Just contact one of the team at the Member Care Centre and they'll update your details on the system. Alternatively, log-in to the website and update your details in 'My Account'.

    What happens if my driving licence status changes?

    Just contact the Member Care Centre and they'll update your details on our system. You'll also need to let us know if you gain or lose any penalty points on your licence.

    How do I change my mailing preferences?

    Just contact the Member Care Centre and we'll take you off our mailing list. Alternatively, you can also update your account preferences using 'My Account' on the web-site. However, we will continue to send your invoices to you.

    What happens if I forget my key fob?

    Please keep your key fob with you at all times. If you do not have your key fob you will not be able to access the vehicle. Our Member Care Centre will not be able to open doors.

    What must I do with my key fob if I cancel my membership?

    Just return it to us, and we'll close your account.

    Are there any fees for changing my reservation?

    Not at all. You can change your booking up to 6 hours before it's due to start, with no additional charge. If you are within the two hours, we will charge you for the reserved period, up to a maximum of one day's fee.

    How far in advance can I book a vehicle?

    A long way. In fact, you can reserve a vehicle up to six months in advance.

    Is there a limit to the number of reservations which I can make?

    We need to make sure our vehicles are freely available for as many of our members as possible. Therefore, we limit advance bookings to a maximum of four per member at any one time.

    What if the first choice of vehicle is usually booked?

    If a vehicle is not available at your preferred location, please select an alternative time or date, or visit the locations map to check the availability of other vehicles nearby.

    Are there fees for cancelling my booking?

    You won't be charged a penny if you choose to cancel your booking up to 6 hours before the start time. If you cancel within 6 hours of your reservation, you will be charged the full cost of your booking up to one day.

    How do I extend my reservation?

    Online, or simply call us from the vehicle. Each vehicle has hands-free communication, putting you in direct contact with the Member Care Centre. So if the vehicle you're driving isn't already booked, your reservation can be extended at the touch of a button.

    What happens if the vehicle breaks down?

    Simply call the Member Care Centre using the communication system in your vehicle. 24-hour breakdown is included as one of your many member benefits, so just let us know the situation and we'll sort everything out.

    Does Hertz 24/7™ offer corporate rates?

    Absolutely. Just use our 'Contact us' form to get in touch and one of our Business Development Managers will arrange a chat to discuss how we can help your business save money, hassle and time.

    Can I use Hertz 24/7™ in other Hertz 24/7™ cities?

    Of course. You can currently use Hertz 24/7™ in London, Paris, Berlin, Madrid, Melbourne and in cities across the US. We'll be launching in more cities in the near future, so watch this space.

    Hertz 24/7™ isn't in my area - can I still request a vehicle?

    Of course you can. Let us know where you live, and if you know anyone else who might be interested in Hertz 24/7™. As soon as we are able to locate a car near you we'll be in touch.

    How are your vehicles maintained?

    Our fleet is looked after by a team of dedicated professionals who follow the same high standard we apply to all Hertz cars. Besides normal maintenance, we also carry out a weekly 19-point quality check.

    What credit cards do you accept?

    We accept all major credit cards.

  • Your journey

    What happens if the parking bay is taken when I return the vehicle?

    Contact the Member Care Centre and they'll find a suitable alternative location for you to park the Vehicle.

    How do I unlock the vehicle?

    Easy. Just place your key fob over the sensor on the driver's side of the windscreen and the doors will unlock automatically.

    What happens if the vehicle doesn't start?

    Just speak to the Member Care Centre using the in-vehicle communications system. They'll either fix it remotely or find another vehicle in the area.

    What if there is damage on the vehicle?

    Contact the Member Care Centre immediately, before you start to drive.

    What do I do if the vehicle has no fuel or less than a quarter of a tank?

    If there's not enough fuel already in the tank, just pop to the nearest BP Filling station and refuel. You'll find a fuel card on the reverse of the sun visor, which you can use to pay for it (please be careful not to exceed the limit of £30). After you've finished using the vehicle, please make sure the tank is at least a quarter full.

    What if I have questions or concerns on my journey?

    No problem. Just push and hold the Connect button for six seconds. One of our team from the Member Care Centre will call you back using the in-car communication.

    Does it matter if I pick the vehicle up late?

    Not at all. You can Pick-Up your vehicle whenever you want for the duration of your booking. However, you'll still be charged for the original booking period you specified.

    What happens if I return the vehicle late?

    It's important to return the vehicle on time as another member may be waiting to use it. If you think you're going to be late, please let us know. If you return the vehicle late without letting us know, you'll be charged the full rental fee, plus additional over-run charges. These will be calculated in one hour increments, plus a charge of £30. If you let us know in advance, we'll reduce the final fee from £30 to £15.

    What if the vehicle I booked isn't there?

    Just give the Member Care Centre a call and they'll find you an alternative vehicle

    Can I return the vehicle early?

    Of course you can. You can bring the vehicle back at any time during your reservation period but we will still charge you for the booking period, to a maximum of ten hours.

    How do I fill the vehicle up with fuel?

    You can fill up the vehicle in exactly the same way as any other car or van. When you come to pay, use the fuel card you'll find on the reverse of the sun visor. We pay all fuel costs - just one of the many benefits you can enjoy as a Hertz 24/7™ member.

    What if the vehicle is not clean inside or out?

    We hope that all our members will leave the vehicles they use clean and tidy. If your vehicle isn't clean, please let us know. If you want to put the vehicle through a car wash, that's fine. Just use the fuel card to pay for wash, and we'll give you a complimentary hour of free driving for your next booking.

    Can I carry pets in the vehicle?

    Sorry, we don't allow any pets, except for guide dogs, in our vehicles.

    Do you provide child seats?

    Unfortunately, we're not able to supply child seats in our vehicles. However, you are welcome to use your own.

    What do I do with something I've found in a vehicle or if I have left something in the vehicle?

    If you find anything in the vehicle that's not your own, just speak to one of the Member Care Centre team and they'll sort everything out for you.

    Do I have to clean the vehicle when I return it?

    Not at all. All we ask is that you return the vehicle in the same condition you found it.

    Do I have to pay for any congestion charges?

    No, we've got the congestion charge covered for you. It's just one of the many benefits of becoming a Hertz 24/7™ member.

    What happens if I get a ticket or fine?

    If you're caught speeding, you get a parking ticket, or you incur any other penalty fine, it's your responsibility to pay the costs.

    Do I have to pay any fines directly?

    You'll need to pay all fines in exactly the same way you would if you were using a privately owned vehicle. If you don't pay the fee we will cover the cost initially, then charge you for the full amount, plus an administration fee.

    What are the additional charges?

    You will be charged a mileage rate for all miles travelled (and part thereof). Please ask in branch or check the web site for details before starting your journey. If you're under 25 you'll also be charged a young driver surcharge, which is currently an extra £2 per hour. As a young driver your policy excess will also rise from the standard £550 when driving one of our cars to £750. When driving one of our vans, the young driver excess is increases from £850 to £1050.

    Can I smoke in the vehicle?

    For the comfort of other members, please do not smoke in any Hertz 24/7™ vehicle.

    How will I find the vehicle?

    Check our locations map to find where your vehicle will be parked. We'll also confirm the location in an email and a text message.

    Where should I return the vehicle?

    Please bring the vehicle back to the same parking bay you collected it from.

    Where do I find the keys?

    Once you've unlocked the vehicle using your key fob you will find the keys located under the steering wheel.

    How do I contact the Member Care Centre?

    Simply press and hold the Connect button for six seconds. We'll call you back using the in-car communication.

    What if the vehicle I've booked is returned late by the previous driver?

    We ask all our members to return their vehicles punctually, so hopefully this won't happen. If you do find your vehicle isn't waiting for you when you arrive, please speak to one of the Member Care Centre team who will find an alternative vehicle.

    Can members drive a vehicle during another member's booking?

    No, unfortunately not. Only the member that has booked the vehicle is permitted to drive.

    How do I lock the vehicle?

    The same way you opened it. Simply place your key fob on the sensor located behind the windscreen near the driver's door.

    What happens if I end the rental and lock my belongings in the vehicle?

    No problem. Get in touch with the Member Care Centre and they'll make all the arrangements to get your belongings back.

    What happens if the vehicle breaks down?

    Just press the Connect button for six seconds. This will alert the Member Care Centre who will call out roadside assistance. 24-hour breakdown is included as one of your many member benefits so there's nothing for you to worry about.

    What should I do if I have an accident?

    We're here to help. Contact the Member Care Centre, either by pressing the Connect button for six seconds or dialling 0207 365 4198. We will make all the arrangements from there.

  • Billing, fees and insurance

    Who pays for fuel?

    We do. It's one of the benefits you can enjoy as a Hertz 24/7™ member. If you do need to fill up, just use the fuel card to pay for your fuel (being careful not to exceed the limit of £30). You'll find the fuel card on the reverse of the sun visor.

    What other charges might I get?

    Other than mileage charges (where applicable) hopefully none. You'll be amazed how much you'll save against the costs of vehicle ownership. All we ask is that you take good care of the vehicle and return it on time at the right place with the fuel tank at least a quarter full.
    Please also don't smoke in the vehicle, leave your pets at home. If you have an accident or the vehicle is damaged, just speak to the Member Care Centre and we'll take good care of you. If you lose the vehicle keys or your RFID key fob we can fix the problem, but you will be charged a fee. Finally, if you're caught speeding or you get a parking ticket then the penalties are your responsibility.

    Will I be liable for a late fee if the vehicle breaks down?

    Absolutely not. In the unlikely event of a breakdown, just contact the Member Care Centre. 24-hour roadside assistance is included as part of your membership.

    What if I get towed away or clamped?

    We'll pay the fine initially, but you will be responsible for the cost along with an administration charge.

    Will my credit card cover my damage fee?

    Different credit cards have different protection schemes, Therefore, it's best to check with your credit card provider to see if they'll cover your Hertz 24/7™ booking.

    Is the insurance included in the cost?

    Yes, insurance is one of the many benefits you'll find included in the membership fee.

    What does the protection cover me for?

    You'll be covered for any damage done to the vehicle, up to the excess amount. You'll still be responsible for any costs up to the excess amount of the additional protection, which we will add to your bill if anything does happen.
    Provided you follow the terms and conditions of the rental, you'll be protected by third party motor insurance as required by law. This means you're covered for damage to other vehicles, other properties and injured parties if you do have an accident.
    If you do not follow the terms and conditions of rental, or the loss, damage or theft is caused intentionally or by gross negligence, you will lose the benefit of any insurance and the additional protection we provide.

    Do I have to pay any excess?

    If the vehicle is damaged, there is a loss, or if the vehicle is stolen, you'll only pay an excess of £550 when driving one of our cars, or £850 when driving one of our vans. The excess amount for young drivers is £750 when driving one of our cars or £1050 when driving one of our vans. If the repair cost is less than the applicable excess, you'll only need to pay that amount, plus an administration fee.

    Will my personal car insurance cover my damage fee?

    When you drive a Hertz 24/7™ vehicle you'll be covered under our policy. Your own policy will not be valid.