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Important information about personal excess

A vehicle deposit must be paid in the destination when you pick up the vehicle.  In the event of the vehicle being damaged or stolen this deposit will be withheld by the rental company (this is the personal excess) and subsequently reimbursed by TUI CARS insofar as a personal excess is not included in the conditions of the booking package.

This excess will not be refunded:

  • If the damage was caused by disregarding the rental conditions (in particular driving on unsurfaced roads or tracks)
  • If it is a case of grossly negligent action or drink-driving
  • For a lost or damaged car key
  • For costs that arise as a result of damage to the clutch caused by incorrect use  
  • For damage to the vehicle interior
  • For costs that arise as a result of filling the wrong type of fuel
  • For items that have been damaged or stolen from the vehicle
  • For follow-up costs, such as towing or telephone costs, cost of overnight stay in hotel
  • For any charges made by the rental company for processing the damage.

Likewise a refund cannot be made when the main damage is not settled by the insurance in the destination because then it must be assumed that it is a case of gross negligence.

In the event of damage, the following procedure must be always be adhered to:

  • The rental office must be informed immediately.
  • If another party is involved in the accident, the police must be notified immediately and a police report made.
  • When you hand back the vehicle in the destination, get the rental office staff to prepare and sign a damage report.

To claim the refund of the excess you must provide the following documents:  

  • TUI CARS travel confirmation
  • Copy of the rental contract
  • Damage and police report
  • Proof of payment of excess (receipt or proof that your credit card has been debited)

Please send these documents together with your bank details (IBAN + BIC) to:
TUI Deutschland GmbH
TUI CARS
Karl-Wiechert-Allee 23
30625 Hannover
tuicars.kundenservice@tui.de

TUI CARS - General Terms and Conditions (july 2018)

TUI Cars offers vehicles of various car rental companies (hereinafter referred to as “supplier”). The rental contract is also concluded directly between yourself and the respective supplier in the destination. Read the rental contract carefully before you sign it and keep a copy for yourself. It is essential that you read the terms and conditions printed on the voucher (extract) of the supplier.

1. Payment/Additional services: The price in euros must be paid in advance (at the latest 28 days before commencement of the car rental). In the case of short-notice bookings less than 28 days before commencement of the car rental payment is due immediately. Changes to the agreed form of payment can only be made up to 28 days before the rental period starts. Any other fees for additional services (e.g. child’s seat, sat nav, receipt of vehicle outside of normal opening times) must be paid directly in the car rental office. You must present the car rental voucher issued after booking to the rental company office, because failure to do so will mean you have no entitlement to being handed over the rental car.

2. Prices: The spot prices are valid only for bookings made in advance. You can ask TUI CARS about prices for extending an existing booking prior to the end of the rental period.

3. Reservation according to vehicle categories: Please note that reservations can be confirmed only for a vehicle group and not for a specific vehicle model. The suppliers operate vehicle fleets with various models of similar size. The vehicles are categorised according to fittings, equipment and performance and not according to boot space.

4. Period of rental: The confirmed price is based on a period of 24 hours as from the commencement of the hire. If you want to rent the car for instance at 10.00 am on the first day and you don’t intend to return it until noon on the last, please book an additional day to avoid being charged an extra day at local higher rates when the vehicle is returned.

5. Picking up the vehicle: Depending on what you prefer, you can pick up the car at the airport, at a specific city office or have it delivered to the hotel during the normal opening hours of the car rental office. In some destinations there is a shuttle service from the hotel to the nearest car rental office. The pick-up time indicated on the voucher is binding. A maximum period of grace of one hour will be granted (excepted from this ruling are any late pick-ups that result from a delayed flight arrival). Subsequently the supplier is entitled to otherwise rent the vehicle (USA is an exception – here the period of grace is 12 hours). When picking up the vehicle, check to make sure that any possible vehicle damage is properly noted in the rental contract. This way you will avoid difficulties when returning the vehicle.

For EagleRider the transfer from the hotel to the rental office and back is free of charge during opening hours up to a distance of 7 miles for rental periods of 3 days and more. EagleRider may offer a check for taxi costs up to a fix amount instead of a transfer.

6. Age of Driver/ Driving licence: At the start of the rental contract the driver must be at least 21 years of age and have held a class 3 (class B euro standard) driving licence for at least one year, which must be presented in original together with a valid passport or identity card. Any exceptions that may apply in certain countries or to specific vehicle categories or any additional charges that may apply to young drivers will be indicated on the voucher. Some suppliers stipulate a maximum age limit. For certain long-haul destinations it is recommended to additionally take an international driving licence.

7. Changing /cancelling the reservation: Amendments and cancellations are accepted free of charge up to 24 hours prior to the start of the reservation – except Go North (Alaska). Subsequently a fee of 90% of the total price is charged. No refund will be given for vehicles returned earlier or picked up later than agreed.

Please note that if the name of the person renting the vehicle is changed the rental car must be rebooked based on current prices and conditions as the supplier regards this as a cancellation and a subsequent new booking.

8. Insurance:
Liability insurance is included in the price (except Cuba) and covers personal injury, damage to property and financial loss to third parties. As the amount of cover provided differs from country to country, the price includes in some countries extra third-party insurance cover that takes effect after the liability insurance concluded with the supplier has been exhausted. The exact amounts of insurance cover are detailed in the relevant terms and conditions of the respective supplier.

Any insurance claims in countries in which extra third-party insurance cover is given must be sent to the address below. We will then forward your claim to the insurance company.

Fully comprehensive insurance and theft cover: is included in the price of the Gold package including a reimbursement of the excess (unless the rental conditions are violated). Damage to tyres is likewise covered (except in South Africa). Not insured are items carried in the vehicle, such as sat navs and laptop computers. Passenger accident cover is not included in the price and cannot be booked in the destination.

9. Extra insurance in the destination: Suppliers frequently offer optional extra insurance. Consider carefully whether you actually need such extra insurance and please remember that a refund is subsequently not possible.

10. Vehicle deposit: The deposit must be guaranteed by providing a credit card issued in the name of the first driver (prepaid cards or debit cards are not accepted). Deposits in cash are possible only in some countries and only for certain vehicle categories (see voucher). The vehicle deposit (personal excess) will be withheld by the supplier in the event of any damage and reimbursed by TUI CARS.

11. Filling the petrol tank: The following options exist:
a) You are usually given the vehicle with a full tank of petrol. When you return the vehicle make sure the tank is as full as when you picked up the car as otherwise the supplier will charge you the cost of the petrol used plus a service fee for refilling.
b) You are given the vehicle with a full tank of petrol for which you will be charged based on the local conditions (e.g. USA + Canada). You can then return the vehicle with an empty tank. No refund will be made for any petrol left in the tank when you return the vehicle.

12. One-way rental: In most destinations it is possible to return the rented vehicle to a rental office different to the one you picked the car up from. When making your reservation please ask about the various options and about the additional costs charged locally.

13. Motoring offences: Take parking tickets and fines seriously and pay these in the destination. Some suppliers charge an extra handling fee for processing and forwarding the paperwork.

TUI Deutschland GmbH
TUI CARS
Karl-Wiechert-Allee 23
30625 Hannover
tuicars.kundenservice@tui.de

In case of emergency our 24-hour-care-service is available under the phone number +49 (0) 511 35 36 0190.

Motorcycle - General Terms and Conditions

TUI CARS offers vehicles for various car rental companies (hereinafter referred to as “supplier”). The rental contract is also concluded directly between yourself and the respective supplier in the destination. Read the rental contract carefully before you sign it and keep a copy for yourself. It is essential that you read the terms and conditions printed on the voucher (extract) of the supplier.

1. Payment/Additional services: The price in euros must be paid in advance (at the latest 28 days before commencement of the vehicle rental). In the case of short-notice bookings less than 28 days before commencement of the rental payment is due immediately. Changes to the agreed form of payment can only be made up to 28 days before the rental period starts. Any other fees for additional services must be paid directly in the car rental office. You must present the rental voucher issued after booking at the rental company office, because failure to do so will mean you have no entitlement to being handed over the vehicle.

2. Prices: The spot prices are valid only for bookings made in advance. You can ask TUI CARS about prices for extending an existing booking prior to the end of the rental period.

3. Reservation according to motorbike classes: Reservations are made for motorbike classes. If for some reason the booked model is not available at short notice the supplier reserves the right to provide a similar or better category model at no extra charge. With booking of the model guarantee the booked model can be confirmed.

4. Period of rental: The confirmed price is based on a period of 24 hours as from the commencement of the hire. If you want to rent the vehicle for instance at 10.00 am on the first day and you don’t intend to return it until noon on the last, please book an additional day to avoid being charged an extra day at local higher rates when the vehicle is returned.

5. Picking up the vehicle: Picking up the vehicle outside of office opening hours or at the airport is not possible. The pick-up time indicated on the voucher is binding. A maximum period of grace of one hour will be granted (excepted from this ruling are any late pick-ups that result from a delayed flight arrival). Subsequently the supplier is entitled to otherwise rent the vehicle. When picking up the vehicle, check to make sure that any possible vehicle damage is properly noted in the rental contract. This way you will avoid difficulties when returning the vehicle.
For EagleRider the transfer from the airport or hotel to the rental office and back is free of charge during opening hours up to a distance of 7 miles for rental periods of 3 days and more. Especially to and from airports EagleRider may offer a check for taxi costs up to a fix amount instead of a transfer.

6. Age of Driver/Driving licence: At the start of the rental contract the driver must be at least 21 years of age and have held a class 1 licence (class A, A1 or A2 euro standard) for at least one year. A driving licence class 3 (class B euro standard), is sufficient for renting a trike, however, experience of driving a motorbike is a requirement. Any exceptions that may apply in certain countries will be indicated on the voucher. The driving licence must be presented in original together with a valid passport or identity card. In certain destinations it is necessary to additionally be in possession of an international driving licence.

7. Changing/cancelling a reservation: Cancellation of a motorbike booked with EagleRider incurs the following charges:
Until the 31st day before the begin of the reservation: no charge
From 30th day before the begin of the reservation: 40% of the total price
From 24th day before the begin of the reservation: 50% of the total price
From 17th day before the begin of the reservation: 60 % of the total price
From 10th day before the begin of the reservation: 80 % of the total price
From 3rd day before the begin of the reservation or in event of not picking up the motorbike: 95% of the total price.

For all other rental companies amendments and cancellations are accepted free of charge up to 24 hours prior to the start of the reservation. Subsequently a fee of 90% of the total price is charged.
No refund will be given for vehicles returned earlier or picked up later than agreed.

8. Insurance:
Liability insurance is included in the price and covers personal injury, damage to property and financial loss to third parties. As the amount of cover provided differs from country to country, the price includes extra third-party insurance cover that takes effect after the liability insurance concluded with the supplier has been exhausted. The exact amounts of insurance cover are detailed in the relevant terms and conditions of the respective supplier.
Any insurance claims in countries in which extra third-party insurance cover is given must be sent to the address below. We will then forward your claim to the insurance company.

Fully comprehensive insurance and theft cover: is included in the price of the Gold package including a reimbursement of the excess (unless the rental conditions are violated). Damage to tyres is likewise covered (except in South Africa).
Not insured are items carried in the vehicle, such as sat navs and laptop computers.

Passenger accident cover is not included in the price and cannot be booked in the destination.

9. Extra insurance in the destination: Suppliers frequently offer optional extra insurance. Consider carefully whether you actually need such extra insurance and please remember that a refund is subsequently not possible.

10. Vehicle deposit: The deposit must be guaranteed by providing a credit card issued in the name of the driver (prepaid cards or debit cards are not accepted). The vehicle deposit (personal excess) will be withheld by the supplier in the event of any damage and reimbursed by TUI CARS insofar as a personal excess is not included in the conditions of the booked package.

11. Filling the petrol tank: The following options exist:
a) You are usually given the vehicle with a full tank of petrol. When you return the vehicle make sure the tank is as full as when you picked up the bike as otherwise the rental company will charge you the cost of the petrol used plus a service fee for refilling.

b) You are given the vehicle with a full tank of petrol for which you will be charged based on the local conditions. You can then return the vehicle with an empty tank. No refund will be made for any petrol left in the tank when you return the vehicle.

12. One-way rental: In most destinations it is possible to return the vehicle to a motorbike office different to the one you picked it up from. When making your reservation please ask about the various options and about the additional costs charged locally.

13. Motoring offences: Take parking tickets and fines seriously and pay these in the destination. Some suppliers charge an extra handling fee for processing and forwarding the paperwork.

TUI Deutschland GmbH
TUI CARS
Karl-Wiechert-Allee 23
30625 Hannover
E-Mail: tuicars.kundenservice@tui.de

In case of emergency our 24-hour-care-service is available under the phone number +49 (0) 511 35 36 019.

ONLINE SETTLEMENT PLATFORM

The European Commission provides a platform for the online settlement of consumer disputes at http://ec.europa.eu/consumers/odr/. TUI Deutschland GmbH is currently not participating in this voluntary alternative dispute settlement process, so the European online dispute resolution platform can not be used by our customers.