FAQ's
Making a Booking
Changes and Cancellations
Collecting your hire vehicle
Whilst on hire
Returning your hire vehicle
Other FAQ's
Covid-19
How do I make a booking?
If you should need further information before making a booking you should check the information on our Booking Information page or check out the driver requirements.
You will then need to Book Online which is available 24/7.
If you need further guidance or assistance, you can call our office on 01962 670067 during our opening hours, but please be aware that we are only currently accepting bookings which are Booked Online.
You will then need to Book Online which is available 24/7.
If you need further guidance or assistance, you can call our office on 01962 670067 during our opening hours, but please be aware that we are only currently accepting bookings which are Booked Online.
How to use the online booking widget & make a booking online
Step One
Complete the fields and choose your preferred dates and times.
The system will only show available collection slots. If a return slot is not shown, this will be because we are closed, and you will need to adjust your date and time range.
Remember, we charge in blocks per 24 hours.
Step One
Complete the fields and choose your preferred dates and times.
The system will only show available collection slots. If a return slot is not shown, this will be because we are closed, and you will need to adjust your date and time range.
Remember, we charge in blocks per 24 hours.
Step Two
If your preferred vehicle is not showing, try tweaking your collection and return times as this may help.
Step Three
Click Book on your preferred vehicle type.
Step Four
1. Extras - Choose any optional extras.
2. Personal Details - Enter the details of the person who will be driving in this section.
3. Additional Information - Please answer these questions.
4. Payment & Billing Details - Enter answer the details of the person who is paying for the booking.
Step Five
The driver needs to complete their insurance declaration and upload their licence and required identity documents ASAP, and no later than 4pm the day before their hire. This can be done by clicking continue of the Booking End screen, by using the link in the booking request email, or by going here: Hirer Declaration.
1. Extras - Choose any optional extras.
2. Personal Details - Enter the details of the person who will be driving in this section.
3. Additional Information - Please answer these questions.
4. Payment & Billing Details - Enter answer the details of the person who is paying for the booking.
Step Five
The driver needs to complete their insurance declaration and upload their licence and required identity documents ASAP, and no later than 4pm the day before their hire. This can be done by clicking continue of the Booking End screen, by using the link in the booking request email, or by going here: Hirer Declaration.
What is your availability?
To check if we have availability for your required dates and times, please check on our Book Online page.
How to use the online booking widget & check availability
Step One
Complete the fields and choose your preferred dates and times.
The system will only show times and dates that are available for collection & return. If a return slot is not shown, this will be because we are closed, and you will need to adjust your date and time range.
Remember, we charge in blocks per 24 hours.
Step One
Complete the fields and choose your preferred dates and times.
The system will only show times and dates that are available for collection & return. If a return slot is not shown, this will be because we are closed, and you will need to adjust your date and time range.
Remember, we charge in blocks per 24 hours.
Step Two
The results will only show vehicles which are available as per your request.
If you find that the vehicle you require is not shown, try tweaking your collection and return times as this may help.
Step Three
If you wish to continue to book, click Book on your preferred vehicle type.
What documentation is required to hire?
All documentation must be submitted in advance of you collecting your hire vehicle. This should be done through our Hirer Declaration page. When making your declaration, you will need to have the following to hand:
Internet printed documents or a screenshot of such a document are acceptable providing they show the full document, name, address, date, and account details.
Only documents listed above will be accepted.
- Driving licence.
- Another form of identification, from the list below, which must be the full front page, show the drivers name and address, and is dated within the 90 days before your hire commences.
Acceptable forms of identification are:
- Gas, Electric or Landline Telephone Bill . - Not Mobile Phone.
- Bank Statement.
- Credit Card Statement.
- Building Society Statement.
- Credit or debit card.
- DVLA Check Code.
Internet printed documents or a screenshot of such a document are acceptable providing they show the full document, name, address, date, and account details.
Only documents listed above will be accepted.
Can I hire from you?
Please check out our Who Can Hire? page which explains all our hirer requirements.
What does the price include?
Our advertised price includes VAT at the current rate, the minimum compulsory insurance, and a mileage allowance.
You can drive a vehicle away for the price shown online, there is nothing compulsory to add providing you are classed as a 'normal driver'.
Your price will be guaranteed once your booking is confirmed following the receipt of your documents.
You can drive a vehicle away for the price shown online, there is nothing compulsory to add providing you are classed as a 'normal driver'.
Your price will be guaranteed once your booking is confirmed following the receipt of your documents.
Is VAT included?
VAT is charged at current standard rate on all charges and is included in our advertised charges.
What does the included insurance cover?
Our advertised prices include the minimum compulsory insurance required. Please read our insurance page which explains all about the insurance cover on our vehicles and the options available to you.
Depending on your circumstances you may be able to reduce your excess with the Collision Damage Waiver (CDW).
Depending on your circumstances you may be able to reduce your excess with the Collision Damage Waiver (CDW).
What is the Collision Damage Waiver (CDW)?
Our advertised prices include the minimum compulsory insurance required.
Depending on your circumstances you may be able to reduce your excess with the Collision Damage Waiver (CDW).
Please read our Collision Damage Waiver section on our insurance page which explains all about the Collision Damage Waiver and the options which may be available to you.
Depending on your circumstances you may be able to reduce your excess with the Collision Damage Waiver (CDW).
Please read our Collision Damage Waiver section on our insurance page which explains all about the Collision Damage Waiver and the options which may be available to you.
What payment methods can I use?
The cost of the rental is charged at the time of booking. Payment can be made by Mastercard or Visa branded cards.
Is there a deposit?
We charge no deposit, only payment in full on booking.
If it is apparent you may incur additional charges, such as fuel costs, or excess mileage, your card may be preauthorised during your hire to cover these charges on your return.
If it is apparent you may incur additional charges, such as fuel costs, or excess mileage, your card may be preauthorised during your hire to cover these charges on your return.
What time can I collect or return the hire vehicle?
We offer AM or PM collections.
AM collections are generally from 9:00am, and PM collections are generally 5:30pm.
AM returns are generally before 8:30am and PM returns are generally from 3:00pm.
The available times will be displayed when you Book Online.
Return slots are generally booked to mirror the collection slot, so if you book an AM collection you will have an AM return slot, the following day.
Your actual collection and return times will be communicated on your confirmation email and on your rental agreement.
AM collections are generally from 9:00am, and PM collections are generally 5:30pm.
AM returns are generally before 8:30am and PM returns are generally from 3:00pm.
The available times will be displayed when you Book Online.
Return slots are generally booked to mirror the collection slot, so if you book an AM collection you will have an AM return slot, the following day.
Your actual collection and return times will be communicated on your confirmation email and on your rental agreement.
Can I add a second driver?
Additional drivers can be added for a small charge.
Additional drivers must fulfil the same requirements as the primary driver, they will need to provide the same documentation and sign their own paperwork at our office before they can be authorised as an additional driver.
For this reason, all drivers should be present on collecting the hire vehicle.
Any additional driver should make their insurance declaration and supply their documentation using the same link and reference provided at the time of booking.
Additional drivers must fulfil the same requirements as the primary driver, they will need to provide the same documentation and sign their own paperwork at our office before they can be authorised as an additional driver.
For this reason, all drivers should be present on collecting the hire vehicle.
Any additional driver should make their insurance declaration and supply their documentation using the same link and reference provided at the time of booking.
Can I hire a van to tow my .... ?
We're sorry but we cannot insure you to tow in our hire vehicles, so we do not have vehicles with tow bars.
Do I need an Operators Licence?
An operators licence is required for all trucks over 3500kg GVW used for business use. As we only hire vehicles up to 3500kg GVW, you will not need an operators licence.
Is there a limit on where I can go in a hire vehicle?
As a Winchester based company, we generally stick to a 100 mile radius from our office. This is so we can support you and give you all the assistance you could need whilst on hire.
Outside this area we do not have access to the infrastructure that national companies have at their disposal and, if the worst should happen, and you have an accident or incident whilst on hire, we would not be able to render you the immediate assistance you would need.
Please see the map below for a guide to the area we always allow our vehicles to travel, if you wish to travel further than this, please contact us and we will be able to discuss your hire requirements with you.
Outside this area we do not have access to the infrastructure that national companies have at their disposal and, if the worst should happen, and you have an accident or incident whilst on hire, we would not be able to render you the immediate assistance you would need.
Please see the map below for a guide to the area we always allow our vehicles to travel, if you wish to travel further than this, please contact us and we will be able to discuss your hire requirements with you.
Can I travel outside of the UK?
We no longer allow vehicles to be taken to Mainland Europe, all hires must be within mainland England or Wales and remain within our 100 mile hire radius.
Can I get a TAX invoice?
The rental agreement has a detailed breakdown of charges but is not a VAT invoice.
A VAT invoice is not issued until after the end of the hire period, this is so everything is included, in the event you incur other charges after your hire has commenced.
Tax invoices are sent out weekly by email, but should you need one sooner, or a copy to be sent, please contact us or reply to your check in email confirmation, ensuring you quote your booking reference, and we will be happy to provide you with a VAT invoice by email.
A VAT invoice is not issued until after the end of the hire period, this is so everything is included, in the event you incur other charges after your hire has commenced.
Tax invoices are sent out weekly by email, but should you need one sooner, or a copy to be sent, please contact us or reply to your check in email confirmation, ensuring you quote your booking reference, and we will be happy to provide you with a VAT invoice by email.
What if I need to cancel?
We require 48 hours written notice of cancellation if required.
This must be done through our online cancellation form.
Cancellations after this period will be charged at 100% of the total hire charge.
This must be done through our online cancellation form.
Cancellations after this period will be charged at 100% of the total hire charge.
What if I need to change my pickup or return date?
We require 48 hours written notice of any changes if required.
This must be done through our online changes form.
After this time a fee may be payable to make booking changes..
This must be done through our online changes form.
After this time a fee may be payable to make booking changes..
What do I need to do before I collect the vehicle?
You can help us serve you, by following these points:
- Please arrive at your scheduled collection time. Do not arrive early.
- Please be prepared to wait outside, we are only allowing one customer at a time into the premises, but we will deal with your booking as quickly as possible.
- Please wash your hands before coming to collect your vehicle, using soap and water for at least 20 seconds, or do this before entering our premises.
- Please ensure you wear a mask when coming to collect your vehicle, and you put it on before entering our premises.
- Please scan the QR Code on entering our premises, or hiring a vehicle, with the NHS COVID-19 App.
What do I need to bring with me to collect the vehicle?
Please ensure that you bring your photo card driving licence, or other photographic ID on collection.
Please arrive for your vehicle at the scheduled collection that is shown in your email confirmation.
If you arrive before or after this time, you may experience a short wait to collect your vehicle.
Please arrive for your vehicle at the scheduled collection that is shown in your email confirmation.
If you arrive before or after this time, you may experience a short wait to collect your vehicle.
Can I leave my car at your site?
We are a busy site, with vehicles frequently blocking others in, so we would strongly recommend that you are dropped off to collect your hire vehicle wherever possible.
If you must leave a car with us whilst you are on hire, you do so at your own risk.
We do not have a secure parking area and we take no responsibility for any damage, accidents or losses which may occur to your vehicle in your absence.
Should you want to collect your car whilst we are closed, we cannot guarantee that your car would not be blocked in by another vehicle.
If you must leave a car with us whilst you are on hire, you do so at your own risk.
We do not have a secure parking area and we take no responsibility for any damage, accidents or losses which may occur to your vehicle in your absence.
Should you want to collect your car whilst we are closed, we cannot guarantee that your car would not be blocked in by another vehicle.
What do I do about fuel?
You are responsible for your own fuel.
We recommend that you take a photograph of the vehicle fuel gauge before you leave our site.
On return the current fuel level will be compared with the photograph that was included in your check out report.
You should return the vehicle with the same fuel level in the tank as there was on collection to avoid having to pay any refuelling charges.
Any extra fuel left in the tank will not be credited.
We recommend that you take a photograph of the vehicle fuel gauge before you leave our site.
On return the current fuel level will be compared with the photograph that was included in your check out report.
You should return the vehicle with the same fuel level in the tank as there was on collection to avoid having to pay any refuelling charges.
Any extra fuel left in the tank will not be credited.
What fuel are the vans?
All our vehicles take Diesel fuel.
Can I go to the Household Waste Recycling Centre or Tip?
Yes indeed, you can take any of our hire vehicles to any of the Hampshire Household Waste Recycling Centres, although you should check that there will be no height restriction barrier in place on the day you plan on visiting.
You currently need to book a slot; this should be done online at Hampshire County Council's website.
You should use the vehicle registration HIRE VAN when booking your slot.
Your rental paperwork will then be checked on arrival at the recycling centre.
You currently need to book a slot; this should be done online at Hampshire County Council's website.
You should use the vehicle registration HIRE VAN when booking your slot.
Your rental paperwork will then be checked on arrival at the recycling centre.
What are the mileage allowances and charges?
As a rule, you are allowed to travel 200 miles for each day (24 hour hire period) you have the hire vehicle.
Smaller mileage allowances are permitted in the case of any hire that is less than a day.
Your allowance will be shown on your rental agreement.
The mileage is checked upon the vehicles return and any additional mileage will be charged at a rate of £0.20 per mile to the Credit or Debit Card used to make your booking.
Smaller mileage allowances are permitted in the case of any hire that is less than a day.
Your allowance will be shown on your rental agreement.
The mileage is checked upon the vehicles return and any additional mileage will be charged at a rate of £0.20 per mile to the Credit or Debit Card used to make your booking.
What about going to London? Do I need to pay the Congestion Charge?
If you are travelling within Greater London, you need to ensure that you have paid correct charges or tolls depending on the zone of London you are travelling through.
We have a dedicated page to help you ensure you avoid receiving any Penalty Charge Notices.
Check out our travelling through London page.
You should be aware that irrespective of location, you are responsible for all charges, fees, and penalties with respect to the vehicle whilst you have the vehicle on hire.
We have a dedicated page to help you ensure you avoid receiving any Penalty Charge Notices.
Check out our travelling through London page.
You should be aware that irrespective of location, you are responsible for all charges, fees, and penalties with respect to the vehicle whilst you have the vehicle on hire.
I need to extend my hire period
We offer extensions to your hire period providing the required extension is requested at least 2 working hours before your return time and we have sufficient availability.
The additional payment must be made prior to your original expiry date and time of your current hire period so that your insurance cover may be extended.
Failure to do so will result in you being treated as a late return.
The additional payment must be made prior to your original expiry date and time of your current hire period so that your insurance cover may be extended.
Failure to do so will result in you being treated as a late return.
What daily checks do I have to do?
You responsible for checking water, oil levels and tyre pressures daily, after the first 24 hour hire period as all vehicles will have had their daily checks prior to collection.
Fines and Penalty Charge Notices
If you get caught speeding, illegally parking, failing to pay any of the London Charges or any other offence whilst driving one or our vehicles your details will be forwarded to the enforcing authority.
We will charge you a £40.00 administration fee for each and every occurrence.
We will charge you a £40.00 administration fee for each and every occurrence.
What happens if I Breakdown, have an Accident or another Incident?
In the unlikely event you breakdown or have any other problem whilst you have a vehicle on hire, please refer to the back of your rental agreement for information.
If you have broken down, please call The AA on 0800 420 420, you will need to quote your rental agreement number and your vehicle registration number.
Driver induced faults will not be covered and will therefore be chargeable. These may include, but are not limited to:
If you have broken down, please call The AA on 0800 420 420, you will need to quote your rental agreement number and your vehicle registration number.
Driver induced faults will not be covered and will therefore be chargeable. These may include, but are not limited to:
- Incorrect Fuel Used
- Wheel change
- Out of fuel
- Locked out or Lost/broken key
- Road Traffic Accident Recovery (Subject to fault)
What happens when I return the hire vehicle?
When you return the hire vehicle to the branch the vehicle will be inspected, and the fuel level and mileage will be checked.
A copy of this report will be emailed to you.
Please note that there is NO facility for returning vehicles out of hours at our office.
A copy of this report will be emailed to you.
Please note that there is NO facility for returning vehicles out of hours at our office.
Can I return my vehicle whilst you are closed?
No.
There is NO facility for returning vehicles out of hours at our office and you will be charged if you leave a vehicle or the keys unsecured at our site after we have closed.
There is NO facility for returning vehicles out of hours at our office and you will be charged if you leave a vehicle or the keys unsecured at our site after we have closed.
What happens if I return the hire vehicle late?
You should always allow plenty of time to get back to our office.
The return date and time is clearly stated on the rental agreement.
You must notify us at least 2 working hours before your scheduled return, if you are going to be late returning your vehicle, as your insurance will lapse.
Failure to do so will result in a late check-in fee being applied in addition to the standard daily rental charges.
The return date and time is clearly stated on the rental agreement.
You must notify us at least 2 working hours before your scheduled return, if you are going to be late returning your vehicle, as your insurance will lapse.
Failure to do so will result in a late check-in fee being applied in addition to the standard daily rental charges.
Can I get a refund if I return the vehicle early?
Once a vehicle is on hire, refunds will only be given if we receive at least 24 hours' notice before the vehicle is returned early.
Refunds will only be issued for full days as per the current advertised rental charges.
Refunds will only be issued for full days as per the current advertised rental charges.
Where is Alco Van Hire?
Our office can be found within Pittvale Service Station, Romsey Road, Pitt, Winchester, SO22 5QN.
You can see an interactive map to our office and get directions here.
You can see an interactive map to our office and get directions here.
What are your opening hours?
| Telephone Opening Hours | |
|---|---|
| Monday | 09:00 - 17:00 |
| Tuesday | 09:00 - 17:00 |
| Wednesday | 09:00 - 17:00 |
| Thursday | 09:00 - 17:00 |
| Friday | 09:00 - 17:00 |
| Saturday | 09:00 - 17:00 |
| Sunday | 09:00 - 17:00 |
| Collection & Returns Opening Hours | ||
|---|---|---|
| Returns | Collections | |
| Monday | 07:30 - 08:00 | 09:00 - 12:00 |
| 16:00 - 17:00 | 17:30 | |
| Tuesday | 07:30 - 08:00 | 09:00 - 12:00 |
| 16:00 - 17:00 | 17:30 | |
| Wednesday | 07:30 - 08:00 | 09:00 - 12:00 |
| 16:00 - 17:00 | 17:30 | |
| Thursday | 07:30 - 08:00 | 09:00 - 12:00 |
| 16:00 - 17:00 | 17:30 | |
| Friday | 07:30 - 08:00 | 09:00 - 11:00 |
| 16:00 - 17:00 | 17:30 | |
| Saturday | 08:30 | 09:30 - 11:00 |
| 16:00 - 17:00 | 17:30 | |
| Sunday | 09:00 | 09:30 - 11:00 |
| 16:00 - 17:00 | 17:30 | |
What are your seasonal & bank holiday opening hours?
| Bank Holiday Hours | |
|---|---|
| Friday 29 March 2024 | 09:00 - 11:00 |
| Saturday 30 March 2024 | 09:00 - 11:00 |
| Sunday 31 March 2024 | 09:00 - 10:00 |
| Monday 1 April 2024 | 09:00 - 11:00 |
| Monday 6 May 2024 | 09:00 - 11:00 |
| Monday 27 May 2024 | 09:00 - 11:00 |
| Monday 26 August 2024 | 09:00 - 11:00 |
| Seasonal Holiday Hours | |
|---|---|
| 23 December 2024 | TBA |
| 24 December 2024 | TBA |
| 25 December 2024 | CLOSED |
| 26 December 2024 | CLOSED |
| 27 December 2024 | TBA |
| 28 December 2024 | TBA |
| 29 December 2024 | TBA |
| 30 December 2024 | TBA |
| 31 December 2024 | TBA |
| 1 January 2025 | CLOSED |
| 2 January 2025 | TBA |
Can I hire a vehicle one way
No.
Unfortunately all vehicles must be returned to our office in Winchester, where they are collected from. For a one way hire you would need to contact a national company.
Unfortunately all vehicles must be returned to our office in Winchester, where they are collected from. For a one way hire you would need to contact a national company.
Are the vans manual or automatic?
All our vehicles have a manual gearbox.
What are the Terms & Conditions?
Our full Terms & Conditions of hire are available here and are issued in conjunction with your rental agreement.
You are asked to read these carefully.
You are asked to read these carefully.
What is your Privacy Policy?
What are your website Terms & Conditions?
Our website Terms of Use are available here.
By using our website you are deemed to have accepted our Terms of Use.
By using our website you are deemed to have accepted our Terms of Use.
What is different because of Covid-19?
Our most up to date information is available on our dedicated Covid-19 page.
What cleaning are you doing?
We are concentrating on sanitising touch points, following the current government guidance.
We have single use disposable seat covers and surface cleaning wipes, available on request, for customers to use on our vehicles for their own peace of mind.
We do not recommend the wearing of gloves, as this has been proven to offer a false sense of protection, instead we recommend regular handwashing following the current government guidance.
Our most up to date information is available on our dedicated Covid-19 page.
We have single use disposable seat covers and surface cleaning wipes, available on request, for customers to use on our vehicles for their own peace of mind.
We do not recommend the wearing of gloves, as this has been proven to offer a false sense of protection, instead we recommend regular handwashing following the current government guidance.
Our most up to date information is available on our dedicated Covid-19 page.
