RESERVATIONS & CANCELLATION POLICY
This document sets out our reservation process, and our cancellation terms. Volt-Age Electric Vehicle Hire will do our utmost to accommodate all customer requirements but reserve the right to enforce the terms in this policy wherever applicable.
COVID-19 UPDATE
CREDIT NOTES WILL BE GIVEN FOR ALL HIRES THAT ARE NOT ABLE TO PROCEED DUE TO COVID-19 RELATED RESTRICTIONS BEING PUT IN PLACE. THE CREDIT WILL BE VALID FOR 6 MONTHS, AND IS NON REFUNDABLE. VOLT-AGE ELECTRIC VEHICLE HIRE APPRECIATE THAT THESE ARE CHALLENGING TIMES FOR ALL AND WILL DO OUT UTMOST TO ACCOMODATE YOUR REQUIREMENTS WHEREVER POSSIBLE.
BOOKINGS & RESERVATIONS
Reservations can be made via our website voltagehire.com, by email bookings@voltagehire.com or via phone 02392776585. Upon receipt of your reservation, a member of the team will request that you complete our hire document. Completion of this form isn’t confirmation of your reservation, but instead provides all of the required information for us to be able to confirm your reservation instead. Your reservation will be confirmed by a member of our team, and an invoice will be emailed to you via our payment merchant Stripe.
BOOKING BASED ON SIZE
Reservations based on size of vehicle can be made up to 6 months in advance, but exact make and models cannot be guaranteed. A non-refundable deposit of £50+VAT will be required in order to confirm your reservation. This will be deducted from your rental invoice upon confirmation
BOOKING EXACT MAKE & MODEL
Reservations based on exact make and model can be made up to 7 days in advance. Full payment of the rental invoice will be required in order to secure the vehicle. Your reservation is not confirmed until the invoice has been paid in full.
SECURITY DEPOSIT
All reservations are subject to a security deposit that covers any charges incurred by Volt-Age Electric Vehicle Hire, or any other charges the hirer is liable for such as, but not limited to, Insurance excesses, fines and penalty charge notices and replacement electricity. The security deposit will be taken from the payment method given for payment of the hire invoice, via a pre-authorisation. You will be notified of your deposit amount prior to the deposit being taken.
CANCELLATION TERMS
IN WRITING
All cancellations need to be made in writing via email to bookings@voltagehire.com.
FULL REFUND
If your cancellation is made with more than 48 hours notice of the rental starting, a full refund will be given, minus a £50 + VAT administration fee. If we source a specific vehicle for you for a long term rental, then a NO REFUND policy will be applied.
NO REFUND
If your cancellation is made within 48 hours of the rental starting, no refund will be given and the full rental charges will apply.
IF WE CANCEL
Volt-Age Electric Vehicle Hire reserves the right to cancel your reservation, and will aim to give at least 48 hours notice. Where this is not possible, for example in the event of vehicle breakdown, damage, or other event out of our control, an alternative vehicle will be offered at the same rate (or less if it’s a lower grouping of vehicle). If a suitable replacement isn’t available, then a full refund will be given.
COMPLAINTS PROCEDURE
Trading since 2001, Specialist Vehicle Hire (SVH) offer vehicles for hire that are not readily available or are hard to source. Our own fleet of Specialist Vehicles is backed up by access to fleets from over 400 partners, enabling us to provide vehicles anywhere within the UK. We pride ourselves on our service and the quality that we supply. If you’re unsatisfied in any way with the experience you have received when hiring a vehicle through us, whether with thevehicle or the service, we request that you notify us, so we can make improvements. This document sets out our complaints procedure, from how you can make a complaint, to how you can expect it to be handled.
If you have a Complaint
Although we pride ourselves on our excellent levels of service, there are times when mistakes are made, and things don’t go according to plan. It’s your right to make a complaint to us if you aren’t totally satisfied. We want to ensure that you are, so ideally, we would like to be notified within 24 hours of any issues, however, understand that this isn’t always possible.
How to contact us?
Although it’s possible to notify us of a via telephone, we require that all complaints are sent into us in writing. Please ensure that you add as many details as possible to your notification, including dates and times, this will help us to keep a track of your complaint, and ensure that it is dealt with in a timely manner. If you don’t have complete information, we will still endeavour to deal with your complaint as soon as possible. Our contact details are below.
MAIL: Specialist Vehicle Hire, Customer Services, 3 Durham Street, Portsmouth, PO1 1NA
EMAIL: bookings@svh.uk.com
TELEPHONE: 023 9273 9911
What happens next?
After we receive your complaint notification, we will confirm receipt within 3 working days (Mon-Fri). We will then aim to resolve all complaints as quickly as possible. In the event of us not being able to reach a prompt conclusion, we will contact you with an explanation as to why, and set out expected timescales by which all matters should be resolved. We aim to resolve all complaints internally, however, if you aren’t satisfied with the final outcome of our complaints procedure, complaints can be directed to trading standards. Alternatively, you may contact the BVRLA Conciliation Service, which is an approved Alternative Dispute Resolution service, specifically for the rental and leasing industry. Detailscan be found at www.bvrla.co.uk or by emailing complaint@bvrla.co.uk