Vehicle Hire GB Ltd

Frequently Asked Questions

Are we met at the airport and how do we drop the car off at the airport?

Strafford operates a very warm and friendly meet and greet system, wherein the vehicle is delivered to you directly; the delivery driver will be waiting to meet you as you clear customs at the arrivals hall. On return of a vehicle our staff will meet you at a pre-arranged point in the airport.
You can contact us using the form on the Contact Us page.

Do I pay the rental cost and the Insurance Excess / Deposit at the time of booking?

If you are booking online you’d need to include your card details for immediate processing of rental cost. The Insurance Excess / Deposit is not usually taken out at all as we do a 'pre authorisation' only, this means our machine just checks to make sure you have sufficient funds in your card account, it then reserves those funds should they be needed at a later date should the insurance excess be needed in part or full in the event of theft, damage or accident.

So I don`t usually pay an Insurance Excess / when do I pay a Insurance Excess / Deposit or lose my Insurance Excess / Deposit?

As stated above we nearly always don`t take any money from your account in the way of a Insurance Excess / Deposit we just pre authorise your card. On very rare occasions we then process some or all of that pre authorisation slip if the vehicle is returned with new damage, returned late, with less fuel or it has breached any of the terms of your agreement for example you have taken it out of the country without declaring this. Also sometimes if the hire is for a longer duration we sometimes have to process the Insurance Excess / Deposit because the authorisation code may expire.

What is the cancellation policy?

This you’ll find on the terms and conditions page on the website, just before you select to agree to authorise the transaction and also at the foot of the homepage.

Does the price include unlimited mileage?

Unlimited mileage is included on all reservations of two whole days or more if booked online at (exclusions apply)

EXCLUSIONS :- Weekend reservations, which run from 4.30pm most Fridays to 9am most Mondays, do have a generous mileage allowance. Any special offers that we run from time to time also usually contain mileage restrictions so its very important you note the mileage allowance when you book which will be showed on your email confirmation and also on your rental contract. Single day reservations also have a mileage allocation which will be listed on your reservation quotation, your reservation confirmation e-mail, and also on your signed rental agreement. If you need unlimited mileage on a single day reservation or weekend reservation you are advised to telephone the Strafford rental branch office and speak to a reservation specialist who will tailor the mileage allowance to your needs.

If booking using Strafford rental branch office in person or by telephone:
Unlimited mileage is always an option when booking through a Strafford reservation specialist. We do however offer numerous different pricing scales which include different mileage allowances to tailor the price and the package to the particular individual. We see little point in paying for unlimited mileage when you may only need 50 miles! So when you call Strafford and speak to a reservation specialist, ask for all the different mileage allowance with the prices and choose the one that best suit your needs.

What does the phrase 'valid until' mean?

This refers to the time limit quotes are valid for. It only affects those who have requested quotes only.

Is Insurance cover included?

Yes there is a comprehensive insurance cover included in your quoted price (for exceptions see below). There will be a specified excess (an excess on an insurance is the proportion that you pay personally towards the claim - any loss above this amount is paid for by the insurers or Strafford). On your quotation however the excess can be lowered partly by electing to pay the Extra Damage Waiver. You can view the insurance excess set on your rental at any time during the quoting process by simply clicking on the "view detailed quote" link. You can do this easily by checking the extra damage waiver box on the website at the time of reservation.

There is also a facility to drive on your own insurance which significantly lowers the rental cost: You can choose this option by unticking the 'Road Risks Insurance' box during the booking process. You will then be driving on your own insurance cover and will need to cover the rented vehicle and any third party property for the full indemnity as required under the Road Traffic Act.

Insurance Excess / Deposits on vehicle hires

No vehicle will be permitted to leave the premises without a pre authorised voucher completed for the full amount listed on the contract. This amount does not leave your account it is however authorised to leave your account in the event of an incident or theft involving the hired vehicle.
If by any chance your card has insufficient limit on it to allow the full deposit to be pre authorised then you may re book using the website or the rental agent in our offices but selecting a lower deposit option, there are 32 price options with varying insurance excess/deposit levels.
There are also a further 32 price option of even lower than that deposits when CDW is purchased. This increases the hire charge but dramatically reduces the insurance excess/deposit.

The only exceptions.
Public Sector and known institutional schools as we no longer accept cheques.
Charities are excluded from these exceptions and must supply a pre authorised card.

As we have for over 20 years specialised in supplying vehicles to the public Sector and well known institutional schools if those clients are unable to supply a card for pre authorisation then providing we receive an official email or letter from them acknowledging the excess liability and pledging to pay it in the event of an incident within 14 days then we are able to supply the vehicle hire without a card pre authorisation. In the event of a claim the public Sector or known institutional school hirer will be invoiced for the amount due promising to pay fully within 14 days.

What if I break down or need help outside office hours?

Each rental vehicle comes with breakdown cover.

What documents do I need to bring along?

On the day of hire you will have to come along with your driving licence (and counterpart if it is the new licence) and 2 utility bills showing your present address, or a passport and a utility bill.

SAMPLE PROOF OF IDENTITY - you will need one of the following:

  • Current signed passport
  • Disabled Driver's Pass
  • Armed Forces Identity card
  • OAP Travel Pass
  • Photo student identification/matriculation Card (from a recognised university or college)
  • Official Home Office Status letter/ IND registration card
  • Construction industry tax exemption certificate with photograph of holder. Forms C154, C156, SC60
  • Firearms/Shotgun Certificate
  • Inland Revenue Tax Notification (not P45 or P60)
  • Benefit Book e.g. pension book or Benefits Agency original notification letter
  • Photo credit/debit card from other Banks

SAMPLE PROOF OF ADDRESS - you will also need one of the following Current paid Utility Bill (within last 6 months)

  • Bank/Building Society/Credit Union/credit card statement or passbook, updated within last 6 months
  • Council Tax bill or payment book (within last 12 months)
  • Current Local Council rent card or tenancy agreement (Private Tenancy agreements are not acceptable)
  • Recent original mortgage statement from recognised lender (within the last 12 months)
  • Benefit Book e.g. pension book or Benefits Agency original notification letter (if not already used for ID verification)
  • Current motor insurance certificate or policy (issued within last 12 months, can only be used by the policy holder)
  • Inland Revenue tax notification
  • Solicitor's letter confirming recent house purchase or land registry confirmation
  • Electoral Register search through a Credit Reference Agency


Existing customers:
For existing customers one of the following is also acceptable, in addition to an item from the PROOF OF IDENTITY Table:

  • Recent Bank statement
  • Sight of cheque/cheque card which has been sent to current address, issued within last 6 months

If you are unable to meet these requirements, please email who will provide further assistance.

Additional Documentation:
Additional documentation may be required from various types of hirer. We will be able to give you more information on this when required.

I may want to take out an Extra Damage Waiver, can you tell me the extra benefits?

Hirers may wish to choose the optional Extra Damage Waiver which lowers their liability substantially for damage caused to the vehicle during the hire.

Can I tow with a Strafford car?

No. Towing is a violation of the rental agreement and is not permitted under any circumstances.

What happens if I return the car late?

Late returns can affect the type of rate assigned to the rental. In most cases, returns of less than 29 minutes late will not be charged extra. Returns 30 minutes late or more will be charged extra. A late return of 3 hours or more will usually result in another day’s charge.

What is the policy on off-road driving?

Strafford vehicles, including 4-wheel drives, are to be operated only on regularly maintained roads. Off-road use is a violation of the rental agreement.

How can I locate the nearest Strafford location?

Please check the Contact Us page for our location details.

What are the requirements for a rental?

A valid driver's licence, issued from your country of residence and held for at least two years, MUST be presented at time of rental. If your licence is not in English, an International Driver's Permit may be required. The minimum rental age is 21 years old on all rentals. At certain locations, an online or telephone driving record check may be conducted at the time of rental. For detailed information on driving restrictions, please click here.

How much does the rental cost?

We charge in periods of 24 hours, so if you take a car for 26 hours for instance, it would be charged as 2 days. We do allow a grace time of 59 minutes before we charge for an additional day. The actual cost of the rental will depend on the group of car, the age of the driver, when you rent, duration of hire.

Will I receive confirmation of my booking?

If you make an Online Booking we will send you an automated reservation confirmation by email. You should print this and keep it for your records. When you collect your car you'll receive a Rental Agreement which shows your booking details

Can another person drive the rental vehicle?

Additional drivers are allowed at most locations, although they must meet the minimum age requirements, present a valid driver's license and have a clean driving record. There will be a surcharge for an additional driver.

Can I take the car abroad?

The European breakdown cover cost varies according to vehicle and market rate. After you have made the booking please phone to confirm this rate.

What happens if the car gets damaged?

You must immediately or as soon as it is safe to do so complete the report and accident form which you can access from the home page of this website using the modify a booking tab.

Please ensure you check over the car yourself when you first collect it. If you notice anything at all, please tell the rental agent who will record it on the Rental Agreement. As this is a condition report agreed by both parties.
The rental agent will inspect the car when you return it. If any damage has been incurred during rental you will have to pay the cost of repair up to the excess on the insurance (Insurance Excess / Deposit) for the vehicle, unless you are covered for Extra Damage Waiver.

How do I Amend my Booking? / Extend my hire period? / Cancel my booking? / Add a driver to my existing booking?

You can do any of these requests to your hire period at any time. However, this may affect the cost of your rental so check the terms and conditions section and also the rental rates before and discounts on your booking confirmation which would have been emailed to you. Complete any of these requests easily using this website under the `modify a booking` tab from the home page.

When are your opening times?

Our opening times are 8:30am – 5:30pm (Mondays to Fridays), 8:30am – 4:00pm (Saturdays) and Closed (Sundays) except on public holidays. Online bookings are accommodated outside of these hours at extra cost.

If you qualify for student discount, proof of student I.D. must be provided.

If you have any further questions, you can contact us by e-mail using the contact listings from the home page of this website.


Special Offers

Up to 57% discount - So many customers now book online here with big savings!

Minibus Hire - we have one of the largest fleets of minibuses in the area.

Van hire - An up to date fleet of vans of all sizes.

Car Hire - Economy, practical, performance, prestige, executive and convertible.

Motorhome hire - try one of our extensive fleet of Motorhomes!

Lutons & Big Vans - We have vans of all sizes for all needs.

Now in our 33rd Year - Humble beginnings in 1983 to one of the largest fleets in the area!

Seasonal offers - this website will offer you fabulous off season prices!