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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 2021)

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 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, receipt of vehicle outside of normal opening times) must be paid directly in the car rental office. You must present the TUI CARS voucher to the rental company office.

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

3. Reservation according to vehicle categories: Reservations will be confirmed 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: At your option at the airport, at a specific city office or delivery 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 if a flight number is mentioned in the booking). Subsequently the supplier is entitled to otherwise rent the vehicle (except USA – here the period of grace is 12 hours). Please check if any possible vehicle damage is noted in the rental contract in order to avoid difficulties when returning the vehicle.

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. The detailed regulations for each supplier (exceptions for specific vehicle categories, additional charges for young drivers,  maximum age limit) will be indicated on the voucher. For 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. Subsequently a fee of 80% 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. For more information on insurance cover, please visit www.tuicars.com/en/advantages.  

Fully comprehensive cover is included together with a reimbursement of the personal excess in the rental price in all countries – apart from Cuba. Damage to tyres, glass, the roof and underbody is likewise covered (unless the terms and conditions are violated).

Theft cover is included in the price and covers theft of the vehicle. Not insured are items carried in the vehicle, such as sat navs.

Passenger accident cover is included in the price in some countries (see the voucher) and can be taken out in many other countries on site on payment of a surcharge. The insurance cover is governed by the local statutory regulations and contractual conditions.

9. Extra insurance in the destination: the suppliers often offer optional extra insurance. Consider carefully whether you actually need such extra insurance. A refund is subsequently not possible. Make sure that you do not take out any additional insurance that exempts the personal excess. Any personal excess retained in the event of an accident will be refunded by TUI (see Important information about personal excess).

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). Please have your PIN number ready. Without the PIN the credit card might not be accepted and the vehicle can thus not be checked-out. Deposits in cash are possible only for some suppliers and only for certain vehicle categories (see TUI CARS voucher). The vehicle deposit (personal excess) will be withheld by the supplier in the event of any damage and reimbursed by TUI.

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) Purchase of the first full tank according to 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.

12. One-way rental: In most destinations it is possible to return the rented vehicle to a different rental office. Please refer to the TUI CARS Voucher / the conditions of the supplier for more information about the possibilities and the amount of additional costs.

13. Motoring offences: Please pay parking tickets and fines immediately. Some suppliers charge a handling fee for processing and forwarding the paperwork.

14. Contact:
TUI Deutschland GmbH (TUI CARS),
Karl-Wiechert-Allee 23, D-30625 Hannover

Before the rental:
Point of booking (see voucher)

During your trip:
Supplier in the destination or our 24-hour-care-service (phone 0049-511-353 60 190)

After your trip:
Customer-service@tuicars.com

Motorcycle - General Terms and Conditions (July 2021)

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

1. Payment/Additional services: The price must be paid in advance (at the latest 28 days before commencement of the motorbike rental). In the case of short-notice bookings less than 28 days before commencement of the motorbike 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 rental office. You must present the TUI CARS voucher to the rental company office.

2. Prices: The prices are valid only for bookings made in advance. The extension of an existing reservation is only possible according to the conditions published on site.

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 if a flight number is mentioned in the booking). Subsequently the supplier is entitled to otherwise rent the vehicle. Please check if any possible vehicle damage is noted in the rental contract in order to avoid difficulties when returning the vehicle.

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 (class A, A1 or A2 euro standard) driving licence for at least one year, which must be presented in original together with a valid passport or identity card. A driving licence class 3 (class B euro standard), is sufficient for renting a trike, however, experience of driving a motorbike is a requirement. The detailed regulations for each supplier will be indicated on the voucher. In certain destinations it is necessary to additionally be in possession of an international driving licence.

7. Changing /cancelling the reservation: Amendments of bookings with Eagle Rider are accepted free of charge.  

Cancellations 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 or in event of not picking up the motorbike: 80 % of the total price.

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 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. For more information on insurance cover, please visit www.tuicars.com/en/advantages.  

Fully comprehensive and theft cover is included in the Gold package together with a reimbursement of the personal excess. Damage to tyres is likewise covered (unless the terms and conditions are violated).

Not insured are items carried in the vehicle, such as sat navs.

Passenger accident cover is not included in the price (see the voucher). It can be taken out at some stations on site on payment of a surcharge. The insurance cover is governed by the local statutory regulations and contractual conditions.

9. Extra insurance in the destination: the suppliers often offer optional extra insurance. Consider carefully whether you actually need such extra insurance. A refund is subsequently not possible. Make sure that you do not take out any additional insurance that exempts the personal excess. Any personal excess retained in the event of an accident will be refunded by TUI (see Important information about personal excess).

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). Please have your PIN number ready. Without the PIN the credit card might not be accepted and the vehicle can thus not be checked-out. The vehicle deposit (personal excess) will be withheld by the supplier in the event of any damage and reimbursed by TUI 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 vehicle as otherwise the supplier will charge you the cost of the petrol used plus a service fee for refilling.

b) Purchase of the first full tank according to local conditions. You can then return the vehicle with an empty tank. No refund will be made for any petrol left in the tank.

12. One-way rental: In most destinations it is possible to return the rented vehicle to a different rental office. Please refer to the TUI CARS Voucher / the conditions of the supplier for more information about the possibilities and the amount of additional costs.

13. Motoring offences: Please pay parking tickets and fines immediately. Some suppliers charge a handling fee for processing and forwarding the paperwork.

14. Contact:
TUI Deutschland GmbH (TUI CARS),
Karl-Wiechert-Allee 23, D-30625 Hannover

Before the rental:
Point of booking (see voucher)

During your trip:
Supplier in the destination or our 24-hour-care-service (phone 0049-511-353 60 190)

After your trip:
Customer-service@tuicars.com

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.