Fuel and Toll Policy

Version 1.0 · Effective 2026-10-11

Your booking quotation must make clear what is included in the agreed price and what could be charged separately.

Journeys with a driver

Before you accept a quotation, check its treatment of fuel, road tolls, airport and other parking, waiting time, extra stops and any driver overnight expenses for the agreed route and service. An item stated as included must not be charged again. If an item is excluded or depends on actual use, the quotation must explain that basis before you commit. Ask for clarification through our contact form if an inclusion is unclear.

Extra stops, a changed destination, a different route requested by you or an extended service may change the price. A proposed extra charge should be explained and agreed before the extra service is provided. A driver or partner must not impose an unagreed supplement simply because the journey has started. Where an immediate safety diversion is necessary, safety comes first; any resulting charge must still have an explained contractual basis and may be reviewed through the complaints process.

Keep receipts for any separately agreed toll or parking payment. The booking record should identify why an additional charge arose and whether it has already been paid. Do not pay the same item both to the driver and through the booking service. If you believe that has happened, send the receipts and booking reference for review.

Self-drive hire

Before accepting a self-drive hire, the agreement must identify the correct fuel type and state the fuel return rule, how the starting and return levels will be recorded, and any refuelling or service charge. No universal refuelling fee is set by this policy. The actual fee or calculation must be disclosed and accepted for that hire.

Check the recorded fuel level at collection and return. Ask for a correction if it does not match the vehicle, and keep dated photographs or other agreed evidence where practical. Keep a receipt for fuel you buy. A proposed shortfall charge should identify the recorded levels and the agreed calculation; it must not duplicate fuel already paid for.

The agreement must also explain how tolls and parking are paid or reconciled during the hire, including any disclosed administration charge. Traffic or parking penalties are separate from ordinary parking charges and must be addressed under the accepted hire terms with an explanation and supporting record.

Questions or disputed charges

Contact us with your booking reference, the charge, your reason for disputing it and relevant receipts. We will review the agreed quotation and available records under our Complaints and Disputes policy. Any correction or refund will follow the applicable published Refund policy and legal rights. This policy does not authorise an extra charge that was not disclosed and agreed or remove rights that cannot lawfully be excluded.