When a vehicle is collected or returned at the end of its rental, both you and an authorised member of our Europcar staff will need to be present to check its condition. Both parties should then sign the vehicle collection documentation (either on a hard copy or electronically on the Europcar returns device) where the condition of the vehicle will have been recorded.
You can also be asked to sign the condition report if the vehicle is too dirty to be able to do a detailed inspection upon return, causing the process to be abandoned. In this instance a charge may be applied to bring the vehicle up to an inspectable standard. Exact charges will be specified at the time of return, where appropriate.
If charges are applied by the location, you will be provided with a breakdown of the charges. If the damage charges are applied after the completion of the rental, they will be supported by photographic or other documentary evidence and an explanation of how the charges have been calculated.
When the vehicle is returned
On returning the vehicle, any special conditions that are specified in the rental agreement must be complied with. Generally, returning vehicles should be roadworthy, displaying no warning lights, free of damage or deterioration, except for fair wear and tear.
If we are collecting the vehicle, it should have – as a minimum – sufficient fuel or battery charge level (for electric vehicles), to enable us to return the vehicle to the intended rental location. In addition, if the vehicle doesn’t meet the return fuel policy applicable to the hire agreement then additional charges will be applied as per our fuel policy.
Badges, labels, livery and signwriting
Many of our customers request to have their own signage or livery on the vehicles they hire. Any alterations to our vehicle for livery, signage or even vehicle badges or emblems need to be agreed by Europcar before the start of the work. This includes removing Europcar branded livery from our fleet.
Once permission is given the work must be completed professionally and the vehicle returned to the original state at the end of the rental period.
Any damage caused by the fitting or removal of signage or missing items will be charged for. Alternatively Europcar can undertake the removal of Livery at the end of the rental period at the appropriate livery removal fee.
This fixed removal fee will be charged per zone per side (see our ancillary pricing) for all vehicles with customers livery returned still in situ. The charge does not apply to Europcar’s own branded livery, if fitted
Excessive damage caused by contamination should be avoided with regular cleaning and maintenance procedures. Load residual contamination should be eradicated from all vehicle bodies.
All fitted electrical equipment must be present and fully functioning. This includes adaptive speed controls, tachographs, speed limiters, reversing cameras, and compulsory and optional vehicle lights.
Tools and additional equipment
Tools that were originally supplied with the vehicle such as battery charging cables and jacks etc. must be present and in good working condition, as should additional equipment, panels and components. It is not acceptable to fit replacements.
Batteries should be able to start a cold engine without the need for additional external charge and be suitable for the vehicle they are used in.
AdBlue tanks and fuel tanks
AdBlue and fuel tanks must be leak and damage-free with no contamination.
If spray suppression flaps are fitted, they must comply with legal requirements and wings must be hole-free and complete.
Any fittings on the vehicle and its bodywork must be free of any damage, save for the fair wear and tear tolerances explained in this guide. The interior of the vehicle must be clean and the exterior clean enough for a detailed inspection to take place.
All keys originally supplied must be returned, including master keys.
All service and maintenance must be carried out by Europcar and its representatives.
Europcar may ask you to supply regular mileage reports and readings from the vehicle’s odometer. Any unauthorised adjustments to the vehicle’s odometer are unacceptable.
Under our terms and conditions, our engineer’s damage assessment of a Vehicle (produced using the Audatex cost estimating system) is final. If you disagree with this assessment, you should speak to either your account manager or contact our damage team directly using the contact details on the documents you receive. It would be helpful if you provide as much information as possible, together with any evidence, e.g. documents, photographs or video recordings, which support your position. We will review the information provided and attempt to resolve the dispute.
If the dispute cannot be resolved, you have rights under the dispute resolution provisions in your contract. Alternatively, you may wish to contact the British Vehicle Rental and Leasing Association (BVRLA) for further assistance.