Reservations are made by the Customer and confirmed by vehicle group as detailed in your Tariff; Alphabet may supply any model within each group. The vehicle guideline set out in your Alphabet Rent Tariff) are examples of the vehicles that can be supplied in this category. The Customer may not, and must ensure a driver does not, refuse a Hire Vehicle due to personal preference of make/model, colour and vehicle specifications unless that make/model falls outside the vehicle group requested. If you have a specific requirement (i.e.: on medical grounds) you must tell us when placing the booking. While Alphabet will endeavour to meet the requested specification, it cannot be guaranteed.  

The Hire Vehicle will be supplied by a Rental Company but all dealings including payment, are managed by Alphabet.  If amendments are made to a reservation directly with the Rental Company, the Customer may incur additional charges.

 Reservations may be made either online, verbally, or by email, however, an order will not be accepted by Alphabet unless this is placed by an approved booker of the Customer.

As much notice as possible should be given, to ensure that a vehicle can be sourced as some vehicle groups may be on request and can take longer to source. The Customer is required to inform Alphabet of the time, delivery, and collection location, (unless the booking has been booked as an open ended return) which must be within mainland UK. Non-mainland UK or International bookings will be priced on application and will be subject to additional terms and conditions, which will be communicated to the Customer at the time of booking.

For early starts and weekend deliveries, the Rental Company may pre-deliver the Hire Vehicle to the specified location. This is to allow convenience to both parties and to comply with branch opening hours. Business deliveries and collections will require an attended handover and the driver or representative of the business Customer must be present to sign for the vehicle condition. All CDW bookings are attended deliveries, and the driver(s) must be present.

To cancel a standard Hire Vehicle reservation, a minimum of 3 working hours’ notice must be given by the Customer to Alphabet. 24 hours’ notice must be given for Non-Standard Vehicles (see definition at clause 11.3). If the stated notice period is not adhered to and the delivery is already in progress, there will be an abort delivery charge along with any other amounts incurred by Alphabet as a result.  Notice in respect of this clause may be given either by phone or through the online booking system.

In the case of a hire starting at a Premium Location (see your Tariff and the definition at clause 11.2 below) where applicable full flight details must be provided to Alphabet at the time of reservation. If a flight number is not given, the Hire Vehicle may be released if it has not been collected by the specified time, in which event the stated No show fee will be applied.

The agreed period of hire will be set out in the booking confirmation (“Hire Period”) which you will receive from Alphabet.

A Hire Vehicle rental day is defined as a 24-hour period from the Hire Period start date and time. A grace period of 59 minutes will be allowed at the end of the Hire Period. If the Hire Period exceeds the grace period, the Customer will be charged an additional full rental day charge.

Bank holidays, Christmas, Easter and major public events, (“Holiday”), including delivery and collection notice periods, may differ from the standard terms and conditions. Holiday procedures will be communicated via the online booking system in advance of the Holiday.

As per Rental Company (Clause 1.1 on the left) the Terms

Alphabet will confirm the exact make and model 2 working days prior to the reservation start date and time.

Reservations can be made either verbally, or by email, however, an order will not be accepted by Alphabet unless it is placed by an approved booker of the Customer.

A minimum of 48 hours’ notice is required to allow Alphabet and its logistics partners to prepare and deliver the vehicle. Standard delivery is 09:00 – 17:00, Monday to Friday. A preferred AM or PM delivery may be requested in advance and will be charged at the rate stated on the Tariff. Alphabet’s logistics partner will endeavour to meet this on the day; however no guarantee can be provided. If this cannot be achieved, there will be no charge and we will notify you accordingly. All own fleet vehicles will need to have an attended delivery and collection. 

For non-Mainland UK deliveries, these will be considered on request and may incur additional delivery and collection charges. 

The Customer must give Alphabet a minimum of 24 hours’ notice prior to the rental start time if the Customer wishes to cancel a delivery. Where the stated notice period is not given, Alphabet reserves the right to charge an abort fee, along with any other charges incurred as detailed in your Tariff.

Alphabet Rent Own Fleet hires are only available for attended home or business delivery and collection.

Deliveries and collections will not be available on Bank holidays, Christmas, Easter, and major public events, (“Holiday”) 

The Customer will advise Alphabet by phone, email or through the online booking system of the time, date, address, and key location (where applicable) for the termination of the hire. Any change to the termination address, date or time must be provided to Alphabet at least 3 working hours prior to the original termination date and time to avoid any additional charges being levied to the Customer.

The Customer must not terminate, extend, or amend the Hire Period directly with the Rental Company. 

The Customer shall pay Alphabet any additional charges, which could include abort fees that are incurred by Alphabet as a result of such termination, extension or amendment not advised directly to Alphabet. 

Any change to the termination address, date or time must be given to Alphabet by phone or online booking system at least 3 working hours prior to the original termination date and time, to avoid any additional charges being levied to the Customer. 

Rental Charges and additional charges shall be invoiced at the relevant rate stated in the Tariff, based on the actual number of days hire. 

For a prebooked reservation of 90 day or longer, where a rental is terminated early, you will be invoiced for the original booking term, or an early termination fee may be applied.

Hire Vehicles must not be parked illegally for collection. The Customer will pay Alphabet any charges (together with an administration fee per incident) incurred as the result of a Hire Vehicle being parked illegally.

If a Hire Vehicle is left in an area with any parking restrictions or charges, you must inform Alphabet at the point of off hire. 

The Customer must allow a minimum of 8 working hours (the “Rental Company Collection Liability Period”) (after termination) for the Hire Vehicle to be collected.  in the case of nonstandard vehicle collection (please see definition in 11.3) times will be longer. Any charges (together with an administration fee per incident) incurred, will be charged to the Customer.

If a Hire Vehicle cannot be collected due to outstanding parking charges during the Rental Company Collection Liability Period, an abort fee will apply, and the Hire Vehicle will remain on rent to the Customer until such a time that the parking charge has been settled.

The Customer will promptly advise Alphabet if a Hire Vehicle is left on a parking meter. The Customer shall ensure the parking meter has a minimum of 8 working hours parking paid (from the off hire time). The Customer shall pay any parking fine incurred by Alphabet (together with an administration fee per incident) as a result of the Customer failing to comply with its obligations in this clause.

Hire Vehicles returned to airports and/or direct to supplier branches are to be returned to the Rental Company’s vehicle return site. The Customer will pay Alphabet for any additional days’ rental, collection, towing and/or parking charges if the Hire Vehicle is not returned to the Rental Company’s vehicle return site.

It is the Customer’s responsibility to ensure that they communicate directly with Alphabet when they wish to off hire a vehicle. Failure to do so will result in additional charges being applied. 

Keys must be readily available at the collection address from the time the Hire Vehicle is due to off hire until it is collected by the Rental Company. 

If the Hire Vehicle and/or keys are not available at the prearranged collection point arranged at the time of booking or off hire, the Customer will pay Alphabet a failed collection charge (Abort Charge) and, where applicable, additional rental charges may be levied. 

If the Hire Vehicle keys are locked in the Hire Vehicle or keys go missing, any costs incurred by Alphabet will be recharged to the Customer. Keys must not be left on, around or in the Hire Vehicle at any time. 

If the Customer is not in attendance, the Customer will need to notify Alphabet of alternative arrangements to ensure the Hire Vehicle keys are made available to the Rental Company at the time of Hire Vehicle collection.

The Customer will advise Alphabet either verbally or by email of the address, date and time for off hire. An attended collection will be scheduled within 48 hours. Standard collection is 09:00 – 17:00, Monday to Friday. The Customer may request a preferred AM or PM collection in advance, subject to availability and at an additional charge as per your Tariff.

Alphabet Rent Own Fleet abort charges will be applied as per your Tariff. 

Hire Vehicles must not be parked illegally for collection. The Customer will pay Alphabet any charges (together with an administration fee per incident) incurred as the result of a Hire Vehicle being parked illegally.

If a Hire Vehicle is left in an area with any parking restrictions or charges, you must inform Alphabet at the point of off hire. The Customer shall be responsible for ensuring the vehicle meets valid parking requirements for 2 working days thereafter (the “Collection Liability Period”). Any charges (together with an administration fee per incident) incurred, will be charged to the Customer.

If a Hire Vehicle cannot be collected due to outstanding parking charges during the Collection Liability Period, an abort fee will apply, and the Hire Vehicle will remain on rent to the Customer until such a time that the parking charge has been settled.

Alphabet Rent Own Fleet Hire Vehicles are only available for collection where an authorised person is present to sign for the vehicle condition. Should the Customer not be available to sign for the collection this may result in abort charges as detailed in your Tariff.

All Alphabet Rent Own Fleet Hire Vehicles must be covered on the Customer’s own insurance. The Customer will ensure the Hire Vehicle is comprehensively insured during the Hire Period and up until the Hire Vehicle has been collected.

Own Fleet Hire Vehicles require attended collections and keys must not be left in a secured location. 

It is the Customer’s responsibility to check the Hire Vehicle upon delivery or when collecting from a rental branch. Any damage found that is not marked down on the Hire Vehicle condition report or in the absence of a report, must be reported (by phone or email, contact details can be found at clause11.4) to Alphabet rent team immediately prior to driving or within 2 working hours on the first rental day.

Please take photos (or a video) of the damage and provide to the Alphabet rent team by email.

Alphabet will manage all damage incurred to the Hire Vehicle, following notification of such damage whilst it was in the Customers care. If a claim has been disputed, Alphabet will place the claim on hold whilst the Rental Company investigates the dispute. The Customer must provide evidence of the dispute. The Customer agrees that they shall not dispute any situation in which the driver of the Hire Vehicle did not check the Hire Vehicle prior to driving, or on collection.

On request, Alphabet shall use reasonable endeavours to provide the Customer with the following documentation:

1. Rental Agreement.
2. Hire Vehicle condition report.
3. Damage repair estimate.
4. Photographs (where available from the supplier).
5. Rental Company invoice; and
6. Alphabet invoice.

Hire Vehicle condition reports will not be provided for mid-hire damage.

At the point of collection, a pre collection inspection will be carried out by the Rental Company and paperwork provided to the Customer driver or Company representative. 

The Hire Vehicle will be subject to a full inspection on return to the rental location. If any further damage is identified (e.g. for example, but not limited to a buckled wheel, damage to the advanced driver assistance systems, etc.), the Customer will be advised accordingly, and rectification costs will be charged.

It is the Customers’ responsibility to check the hire vehicle upon delivery. Any damage found that is not marked down on the Hire Vehicle condition report must be highlighted to the delivery driver and added to the paperwork prior to signing. Please take photos (or video) of the damage and report to the Alphabet rent team (by email) immediately prior to driving or within 2 working hours of delivery.

If a claim has been disputed, Alphabet will place the claim on hold whilst the dispute is investigated. The Customer must provide clear evidence of the dispute. The Customer agrees that they shall not dispute any situation where the driver did not check the Hire Vehicle prior to driving or on collection.

On request, Alphabet shall use reasonable endeavours reasonable efforts to provide to the Customer with the following documentation:

1. Hire Vehicle Condition Report.
2. Damage repair estimate.
3. Photographs (where available).

Alphabet repair or loss of value invoice

At the point of collection, a pre collection inspection will be carried out by the Rental Company and paperwork provided to the Customer driver or Company representative. 

The Hire Vehicle will be subject to a full inspection on return to the rental location. If any further damage is identified (e.g. for example, but not limited to, buckled wheel, to the advanced driver assistance systems, etc.), the Customer will be advised accordingly, and rectification costs will be charged.

For non-prestige and non-specialist Hire Vehicles the minimum age for the drive is 25 years old. Drivers 21 or over, but under 25, will be considered on a case-by-case basis. For drivers aged 21 or over (but under 25), terms must be agreed in writing prior to the hire with Alphabet. Prestige and specialist Hire Vehicles will be considered on a case-by-case basis, but additional charges may be incurred for drivers under 25.

All drivers must have held a full UK driving license for a minimum of one year.

CDW is provided at the supplier’s discretion.

Any driver with convictions and/or endorsements will be considered on an individual basis. Details of any convictions or endorsements must be given to Alphabet by the Customer when making the reservation. Additional charges may be incurred as a result. 

CDW is not available. Hire Vehicles must be comprehensively insured by the Customer. 

Hire Vehicles should be provided with at least half tank of fuel or 50% EV range, less what was used during delivery. The Hire Vehicle should be returned with the same amount of fuel of EV range. Failure to do so will result in the difference, being billed as specified in the ancillary charges on your current Tariff.

If a Hire Vehicle is hired for more than 28 days, both fuel and excess mileage (if the mileage allowance is exceeded) may be billed to the Customer during the Hire Period, e.g. in the event a Hire Vehicle is changed during the Hire Period (see ancillary charges). This may also be billed at the end of the rental on your current Tariff(s). 

As per Rental Company clause 5.1 on the left.

All Alphabet Rent Own Fleet Hire Vehicles come with a capped mileage allowance per 28 days in accordance with your Tariff. In the event that the mileage allowance is exceeded, excess mileage will be billed to the Customer during the Hire Period (see ancillary charges on your Tariff). This may also be billed at the end of the Hire Period on your current Tariff.

Parking charges and fines incurred during the Hire Period will be the Customer’s responsibility. If they are not paid by the Customer at the time, such charges will be paid by the Rental Company to avoid escalation and billed on to the Customer along with the relevant administration fee (in accordance with your Tariff).

If any Notices of Prosecution are received by Alphabet or the Rental Company, they will be transferred to the driver and an administration fee will be charged to the Customer.

Parking Charges and Fines incurred during Hire Period will be the Customer’s responsibility. If they are not paid by the Customer at the time, such charges will be paid by Alphabet to avoid escalation and billed to the  Customer along with the relevant administration fee (in accordance with  your Tariff).

If any Notices of Prosecution are received by Alphabet, they will be transferred to the driver and an administration fee will be charged to the Customer. 

The Customer will pay any zone charges incurred in respect of a Hire Vehicle except where a Hire Vehicle is delivered by the Rental Company into a congestion charge zone. In this case, Alphabet will charge the standard fee as charged by Transport for London ("TfL") to the Customer.  If the Customer does not pay any zone charge incurred or TfL charge it will be invoiced to the Customer during the Hire Period.

Delivery and Collection Charges: If the Hire Vehicle is delivered within a chargeable zone on the day the Hire Vehicle rental starts, Alphabet will charge the Customer the zone charge that day.  Thereafter, the Customer will be responsible for paying congestion charges on all other days that the Hire Vehicle moves within the zone. A charge will be made for the day of off hire, irrespective of whether or not the Hire Vehicle has moved within the charging zone.

The Customer will be responsible for paying all charges that apply whilst the Hire Vehicle moves with in a charge zone, including the delivery and collection day. Any charges incurred by Alphabet as a result of non-payment will be treated as per clause 6.1 in the terms of business above.

All Hire Vehicles are supplied with24-hour breakdown assistance within the UK. Written details of the breakdown assistance are provided in the Hire Vehicle.

As per Alphabet Rent terms.

All Hire Vehicles are supplied with 24-hour assistance within the UK. Written details of the assistance are provided in the Hire Vehicle.

In the event of an issue our driver services line on 03700120302.

In the event of an accident or where significant damage is incurred, it is the Customers responsibility to ensure that an accident report form is completed and the Supplier, Alphabet and the police (where applicable) are notified.

Repair work will be carried out by a Rental Company approved repairer and must not be carried out on a Hire Vehicle without prior written consent of Alphabet and the Rental Company

Where repairs have been carried out without the Rental Companies consent or found to be poor quality and not up to standard, costs for any additional rectification will be charged to the Customer in full. 

In the event of an accident or where significant damage is incurred, it is the Customers responsibility to ensure that Alphabet are notified as soon as possible (within 24 hours) and the police where applicable. Contact numbers for Alphabet can be found in your Hire Vehicle. 

Repair work can be carried out by Alphabet’s preferred repairer network, or an approved repairer chosen by the Customer (provided prior consent has been obtained from Alphabet). All repairs that fall outside of warranty or are not to a satisfactory standard or are outside fair wear and tear guidelines will be covered by the Customer.

Alphabet must be informed if the Customer wishes to take a Hire Vehicle out of the UK (England, Wales, Scotland and Northern Ireland) as the appropriate documentation must be issued. It is the Customer’s responsibility to ensure all Hire Vehicles are insured and the Hire Vehicle is covered by European breakdown assistance.

Costs of overseas cover can be found within your Tariff.

Alphabet must be informed if the Customer wishes to take a Hire Vehicle out of the UK (England, Wales, Scotland and Northern Ireland) as the appropriate documentation must be issued. It is the Customer’s responsibility to ensure all Hire Vehicles are insured and the Hire Vehicle is covered by European breakdown assistance. The Customer is responsible for all costs and associated fees for repatriation of the Hire Vehicle in the event of a breakdown or accident. Costs of overseas cover can be found within your Tariff.

Delivery and collection working hours are Monday to Friday 08.00 – 1800 excluding bank holidays.

Premium Locations include airports, train stations, city locations and the M25 area.

Non-Standard Vehicle include bespoke or executive vehicles or commercial vehicles other than CDV, SWB and LWB.

The contact details for the Alphabet Rent Team are:

Phone: 03705050101

Email: alphabetrent@alphabet.co.uk