Help and FAQs

The Environmental Charge is a compulsory charge to cover the rising costs associated with AdBlue.

Some of our vehicles now use AdBlue (This will be pointed out to you when you collect your vehicle, along with a demonstration of how to top it up if required).

AdBlue® is a diesel exhaust fluid (DEF) mixture used in all heavy-duty diesel engines produced after January 1st, 2010 and most commercial vehicle and car diesel engines made after September 2015 – primarily Euro 6-compliant models. AdBlue® is not a fuel additive as it’s added to the exhaust gas after combustion has taken place.  

AdBlue® reduces Nitrogen Oxide (NOx) emissions. Nitrogen oxide is a harmful gas that can damage the human respiratory system, reducing lung function, increasing allergen exposure and the risk of respiratory illnesses. It promotes the formation of fine particulate pollution and ground ozone – harmful to both health and vegetation. 

It’s for these reasons that governments set limits on vehicular NOx emissions and promote the use of AdBlue®. This improves air quality and reduces the danger of diesel pollution-related illness and death. 

AdBlue is very easy to use and is a harmless substance. It is not a fuel, nor a fuel additive but a high purity urea solution that must be used in a dedicated tank on your vehicle, that should just be refilled as and when required.

There are different age ranges for each type of vehicle which are listed within the Vehicle Details section.

We accept drivers aged between 21-74 years with the following restrictions:

• Ages 21 to 24 ‐ full licence held for a minimum of 2 years
• Ages 25 to 74 ‐ full licence held for a minimum of 1 year

We offer a chargeable meet & greet service at UK airports, Ports and Stations during office opening hours. We will collect you and your companions and drive you to the branch to complete the hire. Upon return we require you to return the vehicle to the requested branch whereupon we will then drive you back to the airport. Please contact the relevant branch for further details.

We make every effort to supply the vehicle ordered, or an acceptable substitute at the time. Please inform us if you need a specialist vehicle.

In the unlikely event of a breakdown simply call the depot where you collected the vehicle from. Out of hours calls will receive a voice message detailing a mobile number to call so please have a pen handy. Driver induced faults are not covered and are therefore chargeable. These include, but are not limited to: Misfuel, Wheel change, Out of fuel, Lockout, Lost/broken key, RTA recovery (unless fault of 3rd party) We also provide breakdown cover for vehicles going off the UK mainland. Every effort will be made to get you back on the road as soon as possible. A replacement vehicle will be provided if necessary.

As a member of the British Vehicle rental and Leasing Association we pledge to provide for our customers:

• A vehicle suited to your needs and maintained to the manufacturer’s recommended standards, which has been cleaned and thoroughly checked.
• Complete details of pricing, fuel/battery policies and any excess mileage charges.
• An overview or our damage and theft protection options, including excess levels and exceptions to the protection.
• The opportunity to inspect the interior and exterior of the vehicle prior to the rental to ensure it is in line with the condition stated on the inspection report or rental agreement.
• The opportunity to inspect the vehicle when it is returned at the end of rental and agree on the condition. if this is not possible then we will agree this with you in writing and any additional damage found will be charged to you.
• A commitment to the British Vehicle Rental and Leasing Association’s code of conduct.
• An effective complaints procedure with access to the Conciliation Service administered by the British Vehicle Rental and Leasing Association.

If your circumstances change, please contact the booking branch as soon as possible. The following charges will apply:

Cancellations:

• More than 24 hours notice - no charge
• Less than 24 hours notice - 1 days hire

Amendments:

• We do not charge a modification fee but an amended reservation will be at the prevailing market rates.

We strive to offer the highest quality of service and products. If for any reason you are unhappy with the service provided you should in the first instant contact the branch manager at the depot you have rented the vehicle from to resolve the issue directly. If, however you are not satisfied with the response then you may contact the Managing Director by:

Email to: david.wolfenden@abacusvehiclehire.co.uk

Or writing to: The Managing Director, Abacus Vehicle Hire, 13 ‐ 19 Johnson Road, Ferndown Industrial Estate, Wimborne, Dorset, BH21 7SE

The Managing Director will then investigate the matter and reply within 7 days of receiving the letter/email.

As Abacus are members of the BVRLA, we also offer a Conciliation Service for our customers. So unresolved disputes can be referred to the BVRLA directly. Details should be submitted by:

Email to: complaint@bvrla.co.uk

Or writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute.

Online bookings are available for most European Countries. Permission must be granted by Abacus for you to take a vehicle overseas. Failure to do so may cause the vehicle to be stopped, impounded, seized and additional costs added. Please click here to view our European Hire page.

Please see our dedicated Covid-19 page for the latest information

Fully comprehensive insurance is included within the hire charge and arranged for you with a trusted third party insurer.

Insurance excess is an amount payable by the hirer for each event of damage or theft claimed on the vehicle, or any third party claim made against Abacus.

The insurance excess can be reduced, but not entirely removed, by selecting to pay Damage Limitation Waiver (DLW).

The insurance excess and DLW charges differ per vehicle and can also be increased at the discretion of Abacus staff.

The following are not covered by our Insurance and are chargeable on a case by case basis so the insurance excess and DLW will not apply:

• Any damage above windscreen height
• Any damage to the glass (including the windscreen)
•  Any damage to the wheels or tyres
•  Any under carriage damage
•  Any damage caused to the vehicle when not on a public highway
• The loss of or broken keys
• The theft of the vehicle if the keys were left in
• Any damage deemed as negligence, malicious or as an act of vandalism
•  Any breach of the rental agreement and/or Abacus’ Insurance

Failure to abide by the terms and conditions of each hire may revoke the insurance cover and thus make the hirer fully liable. Full Terms and Conditions are available by clicking here, at the Company Offices and incorporated within the Rental Agreement.

We offer a chargeable Delivery and Collection service throughout the UK and Europe.

Please contact your nearest Abacus branch to find out more.

Payment is only acceptable by major credit/debit card. We do not accept cash, Amex, pay-as-you-go cards or cheque’s.

All hirers will be required to pay a refundable security deposit on collection of the vehicle.

The deposit can range from £100 to £250 and the card MUST be in the main drivers name.

The deposit may be increased at the discretion of Abacus Staff.

Deposits will be refunded when the vehicle is returned in the same state as it was let out. Please allow up to 5 working days for the deposit to appear in your bank.

Online discounts are applicable at the time of booking and may vary slightly by location.

Each driver must produce their driving licence on collection of the vehicle. Details of any endorsements/penalty points for people who hold a UK driving licence are now kept online and not on the driving licence or paper counterpart. Each driver will need to visit www.gov.uk/view-driving-licence before arrival to create a licence check code which they must produce when they come in to collect the vehicle. The code is only valid for 21 days.

Alternatively, if you do not have access to a computer at home then you can bring your driving licence, National Insurance number and identification with you when you come in to collect your vehicle and we will give you access to one of our computers so you can generate a check code. You then need to give the check code to us so that we can log on and view your details.

If you can’t do either of the above, you can call the DVLA on one of the following numbers to generate a code. For licences issued in England, Scotland or Wales 0300 083 0013. For licences issued in Northern Ireland 0300 200 7861. Opening hours are Monday to Friday 8am to 7pm, Saturdays 8am to 2pm. To use this service you will need your full driving licence number, name and date of birth. The DVLA will generate the check code and read it out to you. You will then need to give that check code to us when you come in to collect the vehicle. Please note that the check code is case sensitive, so be careful when you write it down.

Drivers must have held a full licence as follows:

• Ages 21 to 24 ‐ full licence held for a minimum of 2 years
• Ages 25 to 74 ‐ full licence held for a minimum of 1 year

For minibuses and trucks, hirers must have passed their test prior to January 1997 or hold the relevant categories on their licence. Please check all endorsements with your local office when booking as some endorsements are not acceptable.

Licence issued in the European Union (EU) or European Economic Area (EEA) countries are treated equally. For ease of reference the Countries are listed below:

EU Countries
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

EEA Countries
Iceland, Liechtenstein and Norway.

Therefore, if you are from an EU/EEA country holding a valid community licence you can drive in line with the appropriate entitlement as per your driving licence.

It is a criminal offence to drive using a licence that is not valid in the UK.  In addition, if you do so, the insurance will be invalidated and you will be committing a further criminal offence of ‘driving without valid motor insurance’.

Non UK, EU, EEA Licences

Non UK, EU, EEA licences must be valid for the duration of the rental period. Should such foreign licences be in a foreign alphabet they must be accompanied by an International Driving Permit.

N.B. International Driving Permits issued in the UK are not valid in the UK.

PLEASE NOTE: Should we discover that an uninsured driver is driving an Abacus Vehicle, then the hire will cease immediately and the hirer will be responsible for all costs plus an additional charge of £300.00 inclusive of VAT. For the avoidance of doubt if we have not seen, verified and recorded the licence details on the Rental Agreement then the driver is uninsured and unauthorised to drive an Abacus Vehicle.

The following websites may be of use to drivers from outside of the UK:
www.visitbritain.com/gb/en/plan-your-trip/getting-around-britain/travelling-car
or
www.tripadvisor.co.uk/Travel-g186216-c9626/United-Kingdom:Driving.Tips.For.Visitors.html

Many endorsements are acceptable e.g., an SP30 (speeding). Over 6 points or recent endorsements may cause a higher excess or refusal of hire. Abacus reserve the right to refuse hire for certain endorsements. If in doubt, please ring the pickup branch with the details of your endorsements and conviction dates etc.

If you get caught speeding, illegally parking, failing to pay the London Congestion Charge etc. whilst driving one or our vehicles your details will be forwarded to the enforcing authority, plus we will charge you a £36.00 administrative fee for each and every occurrence.

We do not have fuel pumps on site or the capability to refill before every hire, therefore customers are expected to return the vehicle with the same amount of fuel in the tank as when the vehicle was first picked up.

For example: If a vehicle is picked with half a tank of fuel then it is to be returned with half a tank of fuel.

Failure to return a vehicle with the correct amount of fuel will result in a charge for the fuel, equivalent to local forecourt prices, plus a 20% administrative charge for the inconvenience placed on Abacus for having to refuel the vehicle.

Refunds will not be given for vehicles returned with more fuel than when picked up.

A note of the fuel type is marked on the majority of the vehicle fuel caps, and on the check out sheet. Any costs associated with using the wrong fuel is not covered by the insurance or breakdown cover and will be charged to the hirer.

Please view our Contacts Page for our list of branches.

If you drive in central London between 7am and 6pm Mon to Fri (excl. bank Holidays) you are required to pay a daily fee known as the London Congestion Charge. Failure to pay will result in a fine of up to £195.00 per day, plus we will charge you a £33.00 administrative fee for each occurrence.

The fee should be paid on the day you enter the Congestion Charging zone, however, you do have until midnight the next working day to pay (although it is a slightly higher charge if not paid on the day). You can pay via the internet www.tfl.gov.uk or by phone 0333 200 1000. Please ensure you enter the correct registration number (check the make and model listed is the same as the one on your rental agreement).  Please record and keep the receipt details.

For details of the area covered by the zone please consult the Transport for London Website tfl.gov.uk/modes/driving/congestion-charge/congestion-charge-zone. When driving look out for signs saying you are entering the Congestion Charging and a large white ‘C’ painted on the road.

To help improve air quality, an Ultra Low Emission Zone (ULEZ) will be in place in central London with effect from 8 April 2019 in the same area as the London Congestion Charging Zone (CCZ). Most vehicles including cars and vans will need to meet new, tighter exhaust emission standards (ULEZ standards) or be liable for a daily charge to drive within the ULEZ area. The daily charge runs from midnight to midnight, 7 days a week, every day of the year. The daily charge is £12.50 per day for cars and vans and £100 per day for lorries. The penalty for not paying the charge is £160 for cars and vans and £1000 for lories.

If you intend going in to London, it is vitally important that you let us know so we can allocate a vehicle to you, that will not incur any charges.

Further details on the ULEZ can be found by clicking here.

For 1‐4 day hires you can choose Limited or Unlimited Mileage.

• Limited Mileage allows a free distance that can be travelled each day and a pence per mile charge after that. Please see individual vehicles for mileage allowances and charges.
• Unlimited mileage is as it says and is automatically applied to hires of 5 days and over.
• Unlimited mileage is automatically applied to all European Hires.

A note of the mileage is taken before the vehicle leaves the branch and again when it returns.

During peak seasons and bank holidays some vehicles may have a minimum hire period to either cover the days the branch is closed or when there is a high demand for the vehicle due to holidays, etc.

All online bookings are processed in person and are not automated therefore your booking requests are not valid until you have received confirmation from the branch ‐ we will not accept responsibility for hirers assuming the vehicle they have requested has been booked if it has not been confirmed by the issuing branch. When booking your vehicle please ensure the dates and times are correct. If your circumstances change and you require the vehicle on different dates, please contact the Abacus branch concerned. We do not charge a modification fee but the new reservation will be at the prevailing market rates.

Please view our Contacts Page for our opening hours. Hirers are requested to be at the branch at least 30 minutes before closing for pickup. You can return your vehicle either during our opening hours or by using our ‘out of hours’ key drop off facility. Please note that our CCTV systems monitor the time that the vehicle was returned and you will remain liable for the vehicle until it has been checked in by a member of staff.

Payment is only acceptable by major credit/debit card and the card MUST be in the main drivers name. We do not accept cash, Amex, pay-as-you-go cards or cheque’s.

All hirers will also be required to pay a refundable security deposit in the range of £100 to £250 on collection of the vehicle.

The deposit may be increased at the discretion of Abacus Staff.

Deposits will be refunded when the vehicle is returned in the same state as it was let out. Please allow up to 5 working days for the deposit to appear in your bank.

Please view our Contacts Page for our opening hours. Hirers are requested to be at the branch at least 30mins before closing for pickup.

It is vital the vehicles are back on time ‐ you can be charged an excess hourly charge at 20% of the daily rental rate for late returns. We are always happy to extend a hire if we can, but you must ring before the hire ends. You can return your vehicle either during our opening hours or by using our ‘out of hours’ key drop off facility. Please note that our CCTV systems monitor the time that the vehicle was returned so additional rental charges may apply if you are late. By using this facility, you will also remain liable for the vehicle until it has been checked in by a member of staff. Please ask at the pickup branch for the key drop off location.

Please note that the prices may sometimes vary between branches, however, it is only a very small amount due to regional economic differences. The online quotations will give an accurate quote. This price is the full price, with no add-ons accept the deposit.

Refunds for early returns will only be given if we have received at least 24 hours notice before the vehicle is returned. Security Deposits will be refunded when the vehicle is returned in the same state as it was let out. Please allow up to 5 working days for the refund/deposit to appear in your bank.

Full Terms and Conditions are available by clicking here, at the Company Offices and incorporated within the Rental Agreement. Abacus reserve the right to change any terms and conditions without notice or not comply to the published material if certain circumstances arise. Abacus also reserve the right to refuse to hire or cancel a hire without notice under special circumstances.

As well as paying for the hire, all hirers will be required to pay a refundable security deposit in the range of £100 to £250 on collection of the vehicle. Payments are only acceptable by major credit/debit card and the card MUST BE IN THE MAIN DRIVERS NAME. We do not accept cash, Amex, pay-as-you-go cards or cheque’s. The deposit may be increased at the discretion of Abacus Staff. 

The following original documents must be presented at the branch at the time of collection, FOR EACH DRIVER (we do not accept photocopies). Failure to present the correct documentation, will result in your booking being cancelled:

UK Resident's:

• Driving licence.
• National Insurance Number or Share My Licence Code (see https://www.gov.uk/view-driving-licence).
• Passport.
• 2 forms of additional ID (showing current name and address, dated within the last 3 months)—e.g. utility bill, bank statement, council tax bill, official letter.

If visiting from outside the UK:

• Driving licence.
• Passport.
• 2 forms of additional ID (showing current name and address, dated within the last 3 months)—e.g. utility bill, bank statement, council tax bill, official letter.
• A contact address of where you will be staying in the UK.

FAILURE TO BRING THE ABOVE WILL RESULT IN YOUR BOOKING BEING CANCELLED