UK licence holders:
Your UK driving licence must have been held for at least 1 years for all drivers aged between 25-74 years; however this could change depending on the vehicle.
UK driving licence must have no more than six points arising from minor convictions.
EU and other international licence holders:
EU and other international driving licences must have been held for at least 1 years for all drivers aged between 25-74 years; however this could change depending on the vehicle.
Please note, a foreign driving licence (not EU) is only valid in the UK for 12 months: (i) from when you last entered the UK; or (ii) from when you became resident in the UK.
If your licence isn't printed in English, you will need to provide an international licence/permit aside your country issued licence.
A driver who has been resident in the UK for more than 12 months must provide a UK or EU driving licence regardless of nationality.
As per our Terms & Conditions, you are responsible for any damage to the vehicle over and above fair wear and tear, and must pay our reasonable costs for bringing the vehicle back to the condition stated in the vehicle condition report up to the security deposit amount.
In the event of a claim between two parties, there is a process whereby the insurance companies involved work together to determine liability. Here's how this works in practice:
If the accident or damage is deemed to be your fault, you are liable to pay the insurance excess, i.e. DRIVE BY PRESTIGE charges your credit card with the previously authorised deposit in accordance with the damage value.
Please note, if the damage amount is above the insurance excess value, then the full deposit amount is charged.
If the damage is below the insurance excess value, then only the damage amount is charged and the deposit difference is reimbursed.
We have a few different ways that you can Contact Us.
Customer Support
Our operating hours are 9am to 5pm, every day for customer service queries. If you require assistance outside of this time, please leave your details in the chat, message or email, and we'll get back to you first thing.
Email - To contact customer support via email, please contact hello@drivebyprestige.com
Live Chat - To speak with one of our team via live chat, visit our website and select the chat icon found in the bottom-right hand side of the page.
WhatsApp - You can contact us via WhatsApp on +447572786949. Please note that this phone number is for WhatsApp messages only, incoming phone calls are not accepted on this line.
At the moment we don't have an incoming phone line, but we are more than happy to schedule a call back for any queries, if preferred. You can arrange a callback via live chat by selecting the 'schedule a callback' option.
We have evolved our cleaning procedures and handover process in-line with the World Health Organisation and governmental advice to ensure we maintain the highest level of service and most importantly keep you, our customers and our team safe.
Multi-step cleaning
Prior to every booking, each car goes through a multi-step cleaning procedure. We have been developing and refining the steps since we opened and in light of the current situation have built-in further steps ensuring our cars are safe and spotless. Please see an overview below.
Starting on the interior all surfaces are cleaned - we only use germicidal cleaning products from Dettol - with special attention to potential touch points including:
Seats and seatbelts
The steering wheel and control stalks
Door, roof and boot handles, switchgear, windows and lights
Dashboard and all controls and buttons
The glove box, all storage and cup holders
Rear-view mirror
Infotainment controls and screens
The keys
The interior of the car is then thoroughly wet and dry vacuumed throughout using specialist equipment.
The exterior of the car is washed using our eco-friendly solutions and finally inspected prior to leaving for delivery.
All car accessories are comprehensively cleaned and stored in a protected and sanitised area.
Handover
At DBP Group we always aim to do ‘car rental properly’ and a key part of that is delivering cars to our customers’ doors across the UK - and of course picking them up again afterwards. So to ensure this can still happen we have revised our handover process.
We require all of our team to practice the prevention methods recommended by the World Health Organization, such as frequent hand-washing with soap and water.
Prior to getting into the car, our drivers undertake temperature screening and thorough hand cleaning.
Drivers and our Fleet Team will check the car has completed the multi-step cleaning procedures and complete a full car visual check prior to setting off on each delivery.
All Drivers will wear masks and gloves during delivery and collection.
On arrival, the Driver will wipe down interior surfaces paying special attention to the steering wheel, gear knob, door handles, infotainment controls and screens.
Drivers will leave the keys on the middle console and once out of the car wipe down all external door/boot edges and handles and open all of the car windows.
Our Drivers will maintain social distancing whilst you inspect the car and as per usual answer any questions you might have. If the driver is required to demonstrate any features within the car, they will do so and ask you to maintain distance and then follow the same exit process as detailed above.
On collection Drivers will wear a mask and gloves whilst respecting social distancing.
After the Driver has completed a visual inspection of the car they will wipe down all touch-points before departing.
If you have any further concerns or questions, please contact us directly.
Take care and stay safe.
You can cancel your rental free of charge provided that you have given us at least 48h notice before your rental is due to start.
If you do not give us 48h notice, we are obliged to charge you a cancellation fee of £200, and the daily rate for one day on your reserved vehicle (plus the delivery fee if the booking is outside any of our free delivery zones), to the payment method you have on your account. If you have not cancelled your booking and fail to take delivery of the vehicle, we reserve the right to charge you for the rental in full and you shall not be entitled to any refund.
Please note, that our drivers operate under a tight time schedule to deliver and pick-up our cars on time.
We are happy to give you a 20 minute grace period in case you are late. Above this grace period, we reserve the right to charge the daily rental rate and you will need to schedule a new delivery time and pay a late amendment or No-Show Fee of £100.
If we need to rearrange the collection, and you are outside of London zones 1-5, a new collection fee will also apply.
To avoid this, please let us know at least 3 working hours in advance, and we will do our best to accommodate your delay.
Our world is becoming more and more digital. In-line with this, the only way that we are able to verify documents and your identity is online during your booking process with us. This verification must be completed before the car is collected/delivered to you.
We understand that you may feel concerned or uncertain about uploading your documents online. We want to assure you that we have an extremely secure KYC process, and that we adhere to the highest security & GDPR standards. This process is also audited every year to ensure all our customer's data is secure.
If you have been asked to upload additional documents to verify your account, please email hello@drivebyprestige.com or open the contact us section on oue website and one of our Customer Service team will be able to help.
We accept payment by most major credit/debit cards including Visa, MasterCard and American Express.
We can also accept Bank Transfer, Cash & Crypto currency as payment, please contact us directly to arrange this.
Our vehicles have a deposit/excess value between £3,000 to £10,000.
In practice this means, that we put a hold on this amount of money on your card - the amount is not debited from your account, but you can't use it until it's released.
This deposit is taken automatically from your card 24h before the booking starts. For bookings made with less than 24h notice, the deposit hold is placed when the booking is made. Please note that the deposit must be taken from the same card in which the booking was made, we cannot charge a different card for your deposit amount.
You may need to check your transactional limit with your issuer and/or with Apple Pay if you've used this to pay, to ensure that your payment method will allow the amount through without issues.
Assuming that the vehicle is returned without any damage, we release the deposit immediately. Depending on your bank, it will become available 3 to 10 working days later.
Please note that because this deposit is held as a pre-authorisation only for the duration of rental, if you are on rental for over 29 days, it means that the deposit is released and re-attempted every 30 days (this can sometimes mean that a deposit shows twice for a day or so, but it depends on how fast your card issuer returns the original amount).
We do not offer excess reduction.
Every attempt will be made to provide you with the colour requested, but not guaranteed.
Yes, we do allow vehicles to be taken abroad, and would need at least 24 hours notice.
*Additional fees will apply.
It isn't permitted to smoke in our vehicles.
If the driver or any other individuals have been smoking in one of our vehicles, the card on the account will be charged £500 as per our Terms and Conditions.
If there is any evidence of banned substances being consumed or carried in the vehicle, you may be charged up to £1000.
The Congestion and Dart charge are not included in the overall rental fee, and are chargeable.
The dart charge applies each time you make a crossing.
The charge is the responsibility of the hirer and it must be paid directly here to Dartford Crossing by midnight the day after you cross.
If this isn't paid within the time frame stated above, then unfortunately this does result in a PCN which would involve an inflated cost and additional admin fees so we always advise to do this as soon as possible once you cross.
The current dart charge applies between 6am - 10pm, including weekends and bank holidays.
Please note that any other tolls and parking tickets remain at the liability of the hirer.
The Congestion and Dart charge are not included in the overall rental fee, and are chargeable.
The Congestion Charge will apply if your delivery or collection address is inside the Congestion Charge zone and/or if you drive the vehicle inside the zone during your rental.
In a bid to make the process seamless for our customers, we have the following two options:
You can choose to pay for the charge yourself. To use this option, charges must be paid within the 24 hours of going through the congestion zone. You can use this link to pay for the Congestion Charge with TFL.
If the charge is not paid within 24 hours, we will automatically pay the charge on your behalf. We will then charge the total cost back plus a one-off handling fee of £20 per rental to your original payment method within 7 days. This is to prevent our customers from receiving any PCNs related to missed congestion charge payments.
Any charges will be clearly outlined in your final invoice.
The current congestion charge applies between 07:00-18:00 Mon-Fri, 12:00-18:00 Sat-Sun and bank holidays. There is no charge between Christmas Day and New Year’s Day bank holiday (inclusive).
Please find detailed information about the charge here.
Please note that any other tolls and parking tickets remain at the liability of the hirer.
If you get any kind of speeding ticket, traffic violation or notice of intended prosecution during your rental, we will inform the relevant Police force with your information and they will be in touch with you directly.
There is a flat admin fee of £35 for any speeding notices. We will be in touch with you if you receive any PCN during the duration of your rental.
For any PCN we receive, there will be a processing administration fee of £15. If you challenge this PCN or pay directly with the issuer, the £15 will be all you pay.
We allow 48 hours for response to any PCN, if we don't have a reply in that time, we will pay the PCN on your behalf, and this incurs a further processing fee of £20.
Please note that Congestion and Dart charge is not included in the rental fee. We will charge this against your original payment card at the end of your rental.
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