Rental terms & conditions

Important: Which rental terms apply to your booking?

These terms and conditions apply only to bookings where the vehicle is supplied directly by THAT Rental (Quick Hire Rentals Limited).

If your vehicle is supplied by one of our third-party rental partners, the supplier's own rental terms and conditions will apply. Please refer to the supplier's terms displayed during checkout before confirming your booking.

Non-refundable bookings and early returns

All confirmed bookings are non-refundable if you cancel, do not collect the vehicle or return it early. We do not provide refunds or credit for unused rental days, including where your plans change or you choose not to proceed. Any booking change or extension requires our approval and may involve additional charges.

This policy does not affect your statutory rights, including where we cancel a booking without providing an acceptable alternative, fail to supply the agreed service, or a refund is otherwise required by law. We will make this condition clear before a customer confirms and pays for a booking.

Before you collect

Every driver must be approved and must meet our insurance requirements. Our normal driver age range is 25–75, with a full eligible licence held for at least two years. We will check identification and driving entitlement before releasing a vehicle. The rental agreement states the charges, authorised drivers, insurance arrangements and return deadline for your booking.

These general terms should be read with your booking confirmation, signed rental agreement, vehicle condition report and any specifically agreed business-account terms. Where we have agreed an exception it must be confirmed in writing and, where necessary, approved by our insurer.

Insurance, deposit and published charges

The following values are the current published example tariff taken from a live rental agreement. Your own rental agreement confirms the fees and excess applicable to your vehicle and booking. All applicable compulsory amounts are disclosed before you agree to hire.

Important: The live example shows a £1,500 standard excess and £1,500 selected excess, despite listing CDW at £8 per day. Paying for CDW does not by itself mean the excess is reduced. Your signed agreement controls the selected excess and any waiver benefit. Additional charges are subject to the event occurring, the loss or work being evidenced, consumer law and avoidance of duplicate recovery. We will explain and itemise disputed charges. The deposit is not a cap on liability.

1. Who we are and what forms your contract

These terms govern vehicle hire supplied by Quick Hire Rentals Limited trading as THAT Rental (“THAT”, “we”, “our”). “Hirer” means the individual or organisation named as hirer; “Driver” means an individual expressly approved to drive; “Vehicle” includes keys, equipment and supplied accessories; and “Rental Agreement” means the booking-specific agreement signed or electronically accepted for the hire.

These terms, the booking confirmation, Rental Agreement, agreed extras and the vehicle condition record form the rental contract. Booking-specific arrangements take priority where expressly agreed, so far as the law allows. Nothing here removes statutory rights.

2. Reservations and vehicle availability

Bookings can be made online or with our team. A confirmation reserves an agreed vehicle category, not a particular registration, colour or model unless expressly guaranteed. Release of a vehicle remains subject to successful identification, driver, insurance and payment checks. We may decline a booking for a legitimate reason including failed verification, suspected fraud or inability to provide an appropriate vehicle.

If we cannot supply the booked category we may offer a reasonably suitable alternative at no additional hire charge. If none is acceptable or available, you may cancel for a refund of amounts paid for the unavailable rental, without affecting other statutory remedies.

3. Who may drive

Only people approved by THAT and recorded as authorised drivers may drive. Our currently scheduled insurer endorsements exclude drivers under 25 and drivers over 75; a driver must have held an appropriate full Great Britain, Northern Ireland or EU licence for at least two years. A person aged exactly 75 must still be accepted by us against all other policy and vehicle-group restrictions. We may apply stricter requirements where an insurer or vehicle category requires them.

Under our standard self-drive insurance criteria, additional restrictions can apply for more than eight unexpired penalty points, more than one fault or partial-fault accident in the preceding three years, recent disqualification, relevant driving offences, previous insurance refusals or cancellations, medical licence restrictions, and certain occupations. Drivers must disclose relevant information truthfully. We may seek written insurer approval for an exception but are not obliged to do so. An unapproved driver must never take control of the vehicle.

4. Identity, licence and eligibility checks

Before handover, we require a valid driving licence, a DVLA licence-check record where applicable, and another acceptable identity/address document such as a passport, payment card or qualifying proof of address. We may request additional evidence reasonably necessary to establish identity, address, licence entitlement or insurance eligibility. For business rentals, we also check the organisation and the collector’s authority. The driver must match the identity information at handover. The Rental Agreement must be properly completed and signed before the vehicle is released.

Documents and checks may be retained in accordance with our insurer’s record-keeping requirements and our privacy notice.

5. Price, payment and deposit

Your confirmed price states the rental charge and agreed extras, insurance/waiver charges, applicable VAT and any compulsory booking charges. We accept authorised card payments and other methods only where permitted by our insurer and expressly agreed. Cash hire payments are not normally permitted under our insurance arrangements; do not assume a cash option is available.

We may collect or pre-authorise the disclosed security deposit before handover. The live agreement example shows £500. A card pre-authorisation temporarily reserves funds, while a collected deposit is a payment held against properly payable sums. Following return and checks, we will promptly initiate release or refund of the undisputed balance; card issuers control the final release time. Where identifiable damage or other charges require investigation, we may hold only an appropriate amount and will explain why. Your deposit does not limit responsibility for sums properly due.

We may use an agreed payment method for subsequent contract charges only where a valid payment authorisation and relevant payment rules permit it. We will provide an explanation and reasonable evidence for additional charges.

6. Insurance, excess and CDW

Where the Rental Agreement specifies lessor insurance, insurance for approved drivers and permitted uses is supplied through THAT’s self-drive hire arrangements. Insurance is subject to the policy’s terms and exclusions. The customer-facing excess applicable to the particular booking is stated in the Rental Agreement, not determined simply by the insurer’s own excess. In the supplied live agreement the standard and selected damage excess are both £1,500.

CDW or any other waiver applies only as described in the booking and signed agreement. A stated £8 per day CDW/waiver charge does not promise a lower excess unless the selected excess or waiver terms expressly say so. Waivers do not automatically protect against deliberate or reckless damage, prohibited use, unauthorised drivers, misfuelling, lost keys or other expressly excluded matters. Any loss remains subject to an enforceable contract term and applicable law; an insurer’s refusal does not automatically make the hirer liable for unlimited sums.

7. Business rentals using the customer's own insurance

We may agree in writing for an eligible business customer to insure a vehicle under its own policy. Before hire begins, the business must provide written or electronic insurer confirmation of suitable comprehensive cover for the specified vehicle, drivers, rental period and uses, together with requested certificates or evidence. No vehicle will be released until we accept the evidence. Cover must continue for the whole authorised rental and any extension. The business remains responsible for contractual sums for which it is legally liable. THAT’s contingent insurance does not replace the need for effective customer cover or guarantee payment of every claim.

8. Rental period and extensions

The agreed collection and return times are shown on the Rental Agreement. You must request and receive approval for any extension before the original hire ends. Extensions must be recorded in a further agreement or traceable amendment referring to the original hire, with the additional payment properly recorded. Our self-drive hire insurance excludes hire periods exceeding 90 days in total, including extensions; we will not authorise a longer continuous hire under that policy.

Retaining the vehicle beyond the agreed end without approval is a breach and may lead to late charges and lawful vehicle recovery.

9. Collection, condition and reasonable care

We record condition, existing damage, mileage, fuel/charge level and accessories at handover, potentially using photographs. Please check and promptly report anything missing or inaccurate. We supply vehicles fit for normal lawful road use. You must use reasonable care, obey manufacturer instructions, secure the vehicle, remove keys when unattended, and lock windows and doors. Do not continue driving where the vehicle is unsafe or could suffer further damage.

The hirer must not tamper with the odometer, security devices, tracking equipment or vehicle systems.

10. Prohibited uses

Unless specifically authorised with any necessary insurance endorsement, the vehicle must not be used for: driving by unapproved persons; racing, speed events, rallies or trials; the Nürburgring or other derestricted circuits; taxi/private-hire or passenger carriage for reward; courier or goods carriage for hire or reward; fast-food delivery; motor-trade activities; hazardous goods or restricted hazardous sites; unlawful activity; or travel outside the United Kingdom. It must not be overloaded, driven with an insecure load, used in unsafe circumstances, sub-hired, or operated by anyone impaired by alcohol, drugs or medication. Towing requires prior written approval and suitable cover.

Cross-border fee: The tariff includes a £60 overseas/cross-border administration fee, but paying that fee does not permit overseas travel. Our present self-drive hire policy specifically excludes driving outside the United Kingdom unless endorsed. Written permission and confirmed insurance must come first.

11. Accidents, theft, damage and claims

Tell us as soon as reasonably practicable about any collision, incident, damage, attempted theft, theft, fire or injury involving the vehicle, even if no other vehicle is involved. Contact emergency services or police where needed or required. Obtain relevant third-party and witness information when safe, preserve photographs and records, and cooperate with reasonable insurer enquiries. Do not admit liability on our or the insurer’s behalf, or arrange non-emergency repairs without approval.

We will explain any damage claim using the condition records, available evidence and a reasonable calculation of repair or other recoverable losses. Any agreed excess or waiver applies according to its specific conditions. The published £60 damage administration fee may be payable for genuine claims-handling work where properly triggered, disclosed, fair and not duplicative of another recovered cost. It is not automatic for every incident.

12. Mechanical faults and breakdown

If the vehicle develops a fault, stop somewhere safe where necessary and contact us for instructions. Do not drive a vehicle that appears unsafe. We will arrange suitable assistance for faults for which we are responsible and respond appropriately to a breakdown or inability to provide the agreed hire service. Damage or recovery costs caused by misuse may be chargeable where legally attributable to the hirer. Emergency action reasonably necessary to prevent harm is not prohibited.

13. Fuel, charging and mileage

Return the vehicle with the fuel/charge level required by your Rental Agreement. Missing fuel or energy may be charged at the reasonable cost of replacement plus the published £25 refuelling/recharging service fee when applicable. Use only the correct fuel and charging equipment. Any mileage allowance and charge per excess mile will be specified in your booking or Rental Agreement; additional miles will be charged at that agreed rate.

14. Returns, late returns and out-of-hours returns

Return the vehicle, keys, equipment and documents to the agreed location and by the agreed time, allowing for fair wear and tear. Contact us beforehand if you expect a delay. For an unauthorised late return, the published tariff uses the applicable daily rental rate plus a 10% surcharge, with a one-off £25 administration fee where properly disclosed and fair. A live example calculates this at £14.30/day, but your daily rental rate may differ. We will not recover the same loss twice.

Out-of-hours returns are only available when we specifically provide an approved facility and instructions. Follow the designated parking and secure key-deposit procedure; do not leave keys in an unsecured location. If an out-of-hours return is not authorised, responsibility does not end merely because the vehicle is left at a branch.

15. Traffic penalties, tolls and enforcement

The driver or hirer is responsible for traffic, parking, toll and clean-air-zone obligations as determined by law. Where lawful, we may identify the driver or hirer to an authority, transfer liability, or recover sums that we have properly paid on your behalf. A £60 Penalty / PCN administration fee may apply for actual administration attributable to the rental where disclosed and fair. We will not charge for a cancelled or incorrectly attributed penalty without another valid contractual basis.

16. Cleaning, keys and accessories

Normal cleaning and fair wear are included. Smoking and vaping are not permitted inside vehicles. Where unusual soiling, smoke contamination or another condition genuinely requires specialist treatment, a £300 specialist cleaning charge may apply where reasonable, evidenced and proportionate. We will not apply it for normal use.

Report a lost or damaged key or access card promptly. The published tariff includes a £250 lost key/key card administration charge, subject to the contract and law; reasonably necessary replacement, coding, recovery or security costs may also arise, but there will be no duplicate recovery. Fees may be challenged and will be explained.

17. Non-refundable bookings, cancellations, non-collection and early returns

Confirmed bookings are non-refundable. If you cancel a confirmed booking for any reason, including a change of plans or an inability to travel, we do not refund rental charges already paid for that booking, except where required by law. Please notify us promptly if you wish to cancel so we can release the vehicle for other customers.

Failure to collect: If you do not arrive to collect the vehicle within the agreed collection arrangements and do not agree a revised time with us, your booking may be treated as a no-show and cancelled without a refund of the booking price. We will not impose an additional no-show penalty unless separately disclosed, agreed and lawful.

Early returns: If you return the vehicle before the agreed end of the rental period, no refund, credit or price adjustment will be given for any unused days, hours, insurance or optional extras, except where required by law. An early return does not itself alter the agreed price.

The non-refundable policy also applies where you voluntarily decide not to proceed, or you cannot collect because you have not met driver, identification or payment requirements disclosed before booking, subject to applicable consumer law and the facts of the case.

Your legal rights: The non-refundable policy does not prevent you from obtaining a refund or other remedy where THAT cannot supply the contracted vehicle or a suitable agreed alternative, materially breaches the contract, or a refund is required under applicable law. It does not override any mandatory consumer protections. For vehicle hire booked for a specified date or period, the usual 14-day distance-selling cancellation right generally does not apply.

18. One-way rentals, delivery and collection

Return to a different branch, delivery or customer collection must be agreed in advance. Applicable one-way, delivery and collection charges will be stated before booking confirmation. The authorised driver must be present for any necessary identity checks and handover.

19. Tracking, privacy and personal effects

Vehicles may use GPS and telematics for vehicle security, rental administration, recovery, maintenance and investigation of incidents. Data may include location, mileage, movements and vehicle status. Authorised business customers may have limited access to tracking information associated with their rentals, under our privacy arrangements. We process personal information in accordance with applicable data protection law and our privacy notice; relevant information may be shared with insurers, authorised service providers and authorities where lawful.

Our motor fleet insurance does not include cover for customers’ personal effects. Please remove belongings on return. We remain responsible where the law makes us liable for loss or damage caused by our own actions.

20. Business accounts and third-party drivers

Approved businesses may book for employees or customers subject to driver checks, any required declarations and the business account's agreed payment terms. A business named as hirer remains responsible for the obligations it lawfully assumes. An individual driver does not automatically become liable for the business's invoices solely by driving or signing a handover declaration. Business portal users must keep credentials secure and comply with their assigned permissions.

21. Overdue amounts and debt recovery

We may seek payment of sums properly owed, with clear itemisation and a reasonable opportunity to raise a dispute. A £100 debt recovery administration charge appears in our published tariff, but will only be sought where a fair, enforceable term permits it and it reflects a legitimate, proportionate cost rather than an unlawful penalty or duplicate recovery. Court and statutory recovery rights remain subject to law.

22. Serious breaches and vehicle recovery

We may end the rental for a serious breach, material misrepresentation, non-payment or dangerous, fraudulent or prohibited use, with appropriate notice where circumstances permit. The vehicle must then be returned promptly as instructed. Any recovery action will be lawful and proportionate; we may claim proven losses that the hirer is legally liable to pay.

23. Your rights and our liability

Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be limited. Consumers retain the protection of the Consumer Rights Act 2015 and other applicable legislation. Charges must be transparent, fair and proportionate. We will not hold you responsible for loss caused by our own breach or negligence, or for amounts not lawfully recoverable.

24. Complaints, contact and governing law

If you have a question about a booking, an additional charge or our service, please contact hello@thatrental.co.uk or telephone 0330 107 9998. We will review complaints and explain our decision. Insurance-related matters may need to be referred to our broker or insurer.

These terms are governed by the law of England and Wales, subject to mandatory consumer rights, including any applicable right to bring proceedings in another jurisdiction.

25. Acceptance

By signing or electronically accepting the Rental Agreement, the hirer acknowledges having been given these terms and the booking-specific charges, insurance arrangements, authorised driver details, excess and return instructions. Acceptance does not remove statutory rights or validate an unfair term.

Quick Hire Rentals Limited trading as THAT Rental
Workshop 1, 55 Parkwood Road, Sheffield, S3 8FN
hello@thatrental.co.uk · 0330 107 9998