These Terms and Conditions govern all vehicle hires provided by Cool Motion UK. (referred to as "we", "our", or "us") to the hirer (referred to as "you" or "your").

Your signed agreement forms a legally binding contract between you and us. This contract will apply to your use of the vehicle during the hire period and to any named driver of the vehicle.

By signing the agreement, you confirm that you are legally entitled to enter into the contract and that you accept responsibility for the vehicle, the charges, and any additional costs related to your use of the vehicle.

No changes to these Terms and Conditions are binding unless agreed in writing by our authorized representatives and you.

Our employees or agents are not authorized to make any representations about the lease unless confirmed in writing by us. By signing the agreement, you acknowledge that you have not relied on any unconfirmed representations and that nothing in these Terms affects our liability for fraudulent misrepresentation.

Any errors or omissions in our sales literature, quotations, price lists, acceptance of offers, invoices, or other documents or information issued by us are subject to correction without liability on our part.

To rent a vehicle from us, you must bring the following items:

• Valid Driving Licence: You must have a valid driving licence with a minimum of 2 years' experience. UK licence holders must provide a DVLA check code.
• Proof of Address: You must provide proof of your home address, such as a utility bill or bank statement, issued within the past 4 months. The address must match the one on your driving licence.
• Credit Card: You must have a credit card in your name with available credit up to the excess liability amount. The card cannot expire within 2 months of the hire return date.

Before we can rent you a vehicle, we will:

• Verify Your ID and Driving History: We will use the DVLA validation code you provide to check your driving record and identity.
• Check Your Motoring History: We will search a claims and underwriting database to verify your accident claims and motor fraud history.
• Require Additional ID: If needed, we may ask for additional proof of your home address, such as a utility bill or bank statement, that is less than 3 months old.

• Age Restrictions: Drivers must be at least 25 years old. Some vehicles may have additional licence endorsements and age restrictions.
• Traffic Violations: Any traffic violations or penalty points may result in us refusing to rent you a vehicle.
• Exclusions: The insurance policy does not cover vehicles used for hire and reward, professional sports people or entertainers, or foreign service personnel.
• Home Address: Your current home address must be displayed on the rental agreement.
• Name Changes: Name changes are not permitted.
• Important Note: Failure to provide a valid licence and IDP (where required) will result in a non-refundable cancellation of the reservation.

• Photograph: We may take a photograph of the driver for insurance purposes.
• Licences from Certain Countries: Some licences issued in certain countries are not accepted. Please check with us beforehand.

Please Note: These terms are subject to change without notice. Always check the latest version on our website.

Upon collection of the vehicle, the customer must thoroughly inspect the vehicle and any accessories for pre-existing damage.

Any damage identified should be noted on the rental agreement / vehicle condition form.

If a damage inspection is not possible at the time of collection, the customer must notify the rental company in writing within 2 hours of the start of the rental period.

Failure to properly inspect the vehicle or report pre-existing damage will result in the customer being responsible for any new damage discovered upon the vehicle's return.

The customer is responsible for maintaining the roadworthiness of the vehicle during the rental period.

This includes maintaining oil levels, tyre pressures, and other common-sense actions to keep the vehicle in good condition.

Receipts for these maintenance costs will generally be covered.

The customer will be asked to sign a section on the vehicle condition form that describes the vehicle's condition at the start of the rental period.

If the vehicle's condition cannot be inspected at the time of collection, the customer must notify any pre-existing damage in writing within 2 hours of the start of the rental period.

If the customer fails to properly inspect the vehicle or report pre-existing damage, they will be deemed to have accepted the vehicle in its current condition and will be responsible for any new damage discovered upon the vehicle's return.

The customer must return the vehicle with an equal or greater fuel level than at the time of collection.

Any shortage will be charged at the local forecourt rate plus 20%.

All personal belongings must be removed from the vehicle before return.

The rental company may store items at its discretion, but will not be responsible for any lost, stolen, or damaged items.

Upon return, the customer and the rental company agent should jointly inspect the vehicle and complete a check-in document that records any new damage.

Each party should retain a copy of the inspection report.

If new damage is discovered, the rental company will arrange for repairs and charge the customer for the costs.

This includes uneconomical repairs, cleaning costs, replacement parts, and a damage administration fee.

If the vehicle is returned in a damaged condition, the rental charge will continue until the vehicle is repaired.

If the vehicle is deemed beyond repair, the rental charge will continue until full payment is received.

The customer is responsible for returning the vehicle in a clean and tidy condition, maintaining tires and windows, and keeping all sets of keys secure.

The customer will have exclusive possession, use, and control of the vehicle and will assume responsibility to the public and any regulatory body having jurisdiction.

All vehicles are classified into groups for efficient booking.

The group will be printed on your booking confirmation and / or voucher.

Reservations are confirmed for a group, not a specific model, unless otherwise indicated.

We cannot guarantee a particular make/model or fuel type unless a guaranteed model group has been booked.

The vehicle shown on any documentation is for illustrative purposes only and may be substituted with an equivalent or upgraded vehicle at no additional cost, at our discretion.

Model groups described as "or similar" are not guaranteed.

Model groups described as "make model guaranteed" are guaranteed.

Bookings under the Basic and Plus packages are subject to a maximum of 100 included miles per day (cumulative).

Excess miles will be charged at £0.30 per mile (plus VAT). For UK rentals, unlimited mileage is available with the Premium and Premium Plus packages.

Basic: 100 limited miles per day

Plus: 100 limited miles per day

Premium: Unlimited miles per day

Premium Plus: Unlimited miles per day

We will confirm any mileage limitations in the Rental Agreement. If the mileage travelled exceeds the allowance by 20%, we reserve the right to adjust the rental charge accordingly.

Fuel Level:

Vehicles are supplied with fuel and should be returned with the same level. The specific amount of fuel supplied is not guaranteed.

Fuel Costs:

The hirer is responsible for all fuel costs. Charges will be higher than typical petrol station prices.

Recommendation:

It is recommended to return the vehicle with the same fuel level as picked up to avoid additional charges.

If an out-of-hours service is available, a £75.00 + vat charge will apply.

Out-of-hours requests are subject to availability and cannot be guaranteed.

Please check the Cool Motion locations page for specific opening hours.

Some variations may apply during public / bank holidays.

Locations may be closed for pickups and returns on public/ bank holidays.

Please contact the rental depot for information on additional services such as child seats, GPS devices, and insurance options.

You are responsible for operating vehicles in accordance with all applicable laws and regulations, including environmental laws.

You must hold any necessary licenses or permits, such as waste transfer licenses, as required by law.

Cool Motion accepts the following payment methods for rental charges, ancillary items, and pre-authorisations:

• Credit Cards (VISA/Mastercard): Accepted for all purposes. Must be in the main driver's name and be subject to CHIP and PIN verification.
• American Express: Accepted for all purposes. Must be in the main driver's name.
• BACS / Bank Transfer): Accepted for rentals and ancillary items. Not accepted for pre-authorizations.
• Pre-Paid Cards (VISA/Mastercard): Accepted for rentals and ancillary items. Not accepted for pre-authorizations.
• Debit Cards: Not accepted for rentals. Accepted for ancillary items. Not accepted for pre-authorizations.
• Cash/Cheque: Not accepted for any purpose.
• Un-embossed/Electronic Use Cards: Not accepted for any purpose.

Important Note - Failure to present a valid payment method or sufficient funds may result in the vehicle being withheld. No funds will be reimbursed in this case.

Excess: Our standard excesses cover damage to the vehicle, excluding wheels, tyres, glass, roof, and underneath.

Other exclusions apply. Refer to the rental agreement for details.

Pre-Authorisation: This is a temporary hold on funds in the main driver's account. The amount is not actually deducted but must be available. The hold typically lasts 7-30 days, depending on the card and issuer.

Damage to the Refrigerated / Temperature controlled compartments / units and / or interior of the vehicles are not covered within the standard excess and will be charged accordingly.

Reporting: Accidents must be reported truthfully and in accordance with the rental terms and conditions. Failure to do so will result in the nullification of insurance coverage.

Liability: Providing false information or failing to cooperate with a claim will make the driver fully liable for all costs.

In the event of a dispute, please contact our customer service department.

Minimum Age: Drivers aged 21-24 may have restrictions on vehicle size and will incur a daily surcharge of £60.00 + vat.

Maximum Age: The standard maximum age for insurance purposes is 80 years. Please check with the rental depot prior to booking.

Cool Motion offers several excess reduction packages that can be added to your rental package.

These packages limit your financial liability for damage to the rental vehicle:

• Risk Reduction Extra (RRE): Reduces your liability for damage to glass and tyres to zero. Your liability for other damage (e.g., wheels, trim) remains unchanged and is not covered. Cost: £25.00 + vat per day, depending on vehicle group.
• Risk Reduction Plus (RRPLUS): Reduces your excess to either £400.00, depending on the vehicle booked. You will still be liable for damage to wheels, tyres, glass, the roof, and underneath the vehicle. Cost: £36.00 + vat per day, depending on vehicle group.
• Risk Reduction Premium (RRP): Reduces your excess to £200.00, with exceptions for damage caused by negligence or to the underside of the vehicle. Cost: £46.00 + vat per day, depending on vehicle group.
• Risk Reduction Premium Plus (RRPP): Reduces your excess to £100.00, with exceptions for damage caused by negligence or to the underside of the vehicle. Cost: £56.00 + vat per day, depending on vehicle group.

• Young drivers: May not be offered reduction packages, check with local rental depot.
• Prices: Vary by location; confirm with your branch.
• Availability: Offered at the counter; not guaranteed.

As the renter, you are responsible for covering the cost of any parking fines, traffic violations, unpaid tolls, and Congestion Charges incurred during your rental.

If Cool Motion is involved in administering these fines, a non-waivable management fee will be chargeable, cost £68.00 + vat per fine.

Example:

Scenario: You park the rental van in a restricted zone and incur a £100 fine.

Fine Process: Cool Motion will send you an invoice for the £100 fine plus a £68 + vat (£81.60 inc vat) administrative management fee.

Your Responsibility: You must pay the full £181.60 charge to Cool Motion UK.

By understanding these terms and conditions, you can make informed decisions about purchasing excess reduction packages and managing potential fines and charges during your rental.

If you book direct with Coo Motion via phone, email or website, please see terms herein.

If you book via a 3rd party, please refer to their terms and conditions.

We will do everything possible to provide a vehicle.

This may include offering a different vehicle and rates may be different to the original booking.

Late collections outside office hours may incur the ‘Out Of Hours’ fee, see section 9 above.

No refunds will be given for rentals ended early, late collections, no-shows or cancellations made after the rental start date.

A reservation will be held for 4 hours or until closing time whichever is first. Staff will not wait after closing time.

To cancel your reservation, email us or log into your account on the Cool Motion website.

We do not accept telephone cancellations for the protection of our customers.

Reservation amendments must be requested by email at least 24 hours prior to the start of the rental.

Amendments are not guaranteed and will be treated as a new booking.

Pay on Arrival Bookings:

If you don't show up or cancel after the rental starts, we keep the prepaid amount and no refund is due.

Prepaid Bookings:

If you cancel 7 or more days before the start date, we refund the prepaid amount minus a £15 + vat admin fee.

If you cancel 3-6 days before, we refund 50% of the prepaid amount.

If you cancel 2 days before, we refund 25% of the prepaid amount.

If you cancel 1 day or less before, no refund is due.

Cool Motion Premium Plus:

You can cancel for free up to 48 hours before the start date. Otherwise, the cancellation policy above applies.

We may be able to extend your rental, but we can't guarantee it.

If we agree to an extension, the rate may be higher or lower than the original booking rate.

Unauthorised extensions will result in charges and potential consequences for future bookings.

We do not refund early returns or any unused days of the rental.

Grace Period:

You have a 59-minute grace period at the end of the rental to return the vehicle.

After that, we consider it late and charge a minimum one day rental or £75.00 + vat (whichever is greater).

Additional Charges:

We will bill you for any extras (like baby seats or damage waivers) already added to your reservation.

Payment:

We'll charge the late fee to the credit card / debit used for the security deposit at the start of the rental.

Consequences:

Late returns can result in being added to a risk database and denied future bookings.

Cool Motion vehicles may only be used on the UK mainland, including the Scottish Islands, Isle of Wight, and Isle of Man, without prior written permission.

Overseas Use and Misuse:

Cool Motion vehicles can only be used on the UK mainland - including Scottish Islands, Isle of Wight and Isle of Man – without written permission to do otherwise.

Any costs associated with customer misuse/not using the vehicle in a sympathetic fashion e.g mis-fuelling or clutch misuse, in these islands will be the customer’s responsibility and customers should expect longer response times for warranty breakdown.

Please ask counter staff about Roadside Assistance Plus.

Permission for use in Ireland* or on the continent and France will attract the following charges:

The cost will be calculated as the Standard rental £180.00 + vat surcharge + £36 + vat per day.

Permission is not assured and must be sought from the Cool Motion supplying location 7 days prior to any overseas use. It is the responsibility of the driver to ensure all that all European driving regulations are followed including GB stickers plus any mandatory equipment required.

If prior notice is not given, then permission at the rental counter may be refused. Failure to obtain permission will result in a breach of contract and will incur charges including reverting to a rack rated tariff.

Charges will be dependent on the circumstances of each case e.g the cost of repatriation of the vehicle, foreign storage costs or impounding costs.

When a vehicle is taken overseas a daily mileage limit of 100 miles will be applied to the ENTIRE rental. Mileage over the agreed amount with be charged at £0.30 + vat pence per mile.

Any unlimited mileage package applies to travel in the UK only.

Cool Motion are unable to provide 'French Air Quality Certificates' to customers wishing to drive in Paris, Grenoble or Lyon therefore fines and potential charges may apply.

We would recommend you do not drive our vehicles in these cities. If you take our vehicle to these cities and incur a fine then all costs relating to this fine will need to be covered by the hirer.

A delivery and collection service may be available for an additional fee. Contact the rental depot for details.

Responsibility:

The hirer will be held responsible for lost or damaged keys. If a vehicle is stolen and keys are not returned, the hirer will be deemed negligent.

Charges:

All costs related to key loss, including recovery, loss of use, and repair, will be the hirer's responsibility.

Insurance Excess:

Lost keys are not covered under the insurance excess limitation or risk reduction packages.

Our rates include manufacturer's warranty roadside assistance.

Prior to hire, we will provide relevant contact details and procedures.

However, we reserve the right to not provide a replacement vehicle depending on the circumstances.

Smoking is strictly prohibited in our rental vehicles. Any smoking or allowing smoking will result in charges up to the full excess.

We do not allow animals to be transported in our vehicles.

A valeting fee may apply if the vehicle is soiled due to animal transport.

The minimum fee is £96 + VAT.

If the vehicle is returned in an unclean condition requiring more than our standard clean, a charge of £96 + VAT will apply.

Hazardous or excessive soiling requiring specialist cleaning will be charged according to the nature of the cleaning required.

To maintain and protect our vehicles and prevent and detect crime, we may fit and use electronic devices to monitor the condition, performance, and operation of a vehicle and/or to live track a vehicle's movements. This information may be used both during and after the termination of the rental period. No costs for these devices will be passed on to you unless previously agreed as part of a "vehicle's specification".

You confirm that in entering into this agreement, you have the authority of any driver and every user of the vehicle to the use of such devices, to collate, store and use the information arising from them, and will indemnify us against any claim by a driver or user of the vehicle, or any other prosecution or action otherwise arising from any claim that our use of any such device or data breaches data protection law, where had appropriate permissions been obtained by you, no such action would have been taken in relation to the use of such devices.

We may on request, and at our entire discretion, provide to you information regarding the use of the vehicle whilst on hire which is derived from the use of tracking devices. We may require you to provide such evidence of the Driver/user's agreement and/or require a further indemnity from you as we will require in relation to the release of such information and will be entitled to apply a charge to you to cover the administrative costs associated in providing such information.

By entering into this Agreement, you warrant that you have obtained and will throughout the Rental Period continue to hold all consents expressly obtained from drivers and users of the Vehicle explicit consent to the use of such electronic devices.

As a franchised organisation, your rental branch is owned and managed on a local level.

This makes complaint resolution more direct if raised at a senior level within the branch.

Customers must contact the location-specific customer service email, found in the location section of this website.

Should you not receive a response in 5 days or are unable to reach a resolution with the branch, UK customer service will be happy to mediate.

Please send copies of all correspondence with the branch and any other supporting documents to CMrentals@coolmotion.co.uk.

Any complaints should be made via email within 30 days of the return date. Complaints received after this period may not be considered.

If customers have exhausted our internal customer service process without arriving at a resolution, you will receive a deadlock letter providing you with contact details for the BVRLA as the appropriate ADR licensed body.

All information relating to privacy and data protection when using a Cool Motion service will be contained on our privacy policy which is located on our website by viewing our Privacy Policy.

All bookings are subject to our terms and conditions.

Cool Motion Refrigerated Vehicle Rental Limited cannot accept liability for any charges incurred on documentation signed for and accepted locally.

Cool Motion Refrigerated Vehicle Rental Limited will not be held responsible for anyone driving under the influence of alcohol or drugs causing wilful damage, off road driving or driving without due care and attention. The customer will accept responsibility in respect of such claims.

This list is not exhaustive.

When comprehensive insurance is taken out, it is to provide the customer with entitlement to drive and covers the vehicle in the event of an accident.

In the case where a customer is found negligent, Cool Motion Refrigerated Vehicle Rental Limited and its locations reserve the right to pursue the customer for the recovery of all losses incurred.

Calls to Cool Motion UK may be recorded.

All prices quoted herein are exclusive of VAT.

Company particulars can be made available on written request.