Contents

The best practices below have been agreed on by ACRISS membership to offer the most comprehensive and user-friendly policy information to reduce traveler friction. Please consider these best practices when creating Terms and Conditions content for car rental customers.

Best Practices for All Keyword Categories

  • Be as specific as possible 
  • Use third-person language and company names to prevent ambiguity
  • Consider customer viewpoint 
  • Avoid acronyms when possible but define if used
  • Limit regionally specific terms but define if used or use all of them (i.e., excess and deductible) 
  • Make it readable and user friendly  

Insurance and Coverage

  • Group anything related to insurance and coverage together in the same place in the T&Cs keyword
  • Include car company coverage requirements at the pickup location if different from local requirements
  • Include all information on how to identify what is included in the rate so customers can make an educated decision on what additional coverage will be required.  Coverage and insurance will vary based on Point of Sale (country of residence) and pick up location   (North American customers will typically have rates exclusive of insurance vs European customers which includes all mandatory insurances).
  • Include what is required to prove the customer has the required coverage if it is not included in the rate.  Be specific and include any restrictions for documents that must be translated, certified, etc.
  • Coverages and Insurances Glossary can be referenced:  Glossary or from website  https://acriss.org/car-rental/coverages-and-insurances/

Forms of Payment

  • Include both credit and debit card acceptance information for both deposit and payment.  Clarify which restrictions apply to which payments (e.g., deposit, rental payment, etc.).  Note not all car rental companies accept the same forms of payment.
  • Include acceptance information and restrictions for alternate payment methods, such as cash, ePayments, Apple Pay, etc.
  • Include relevant details of the type of debit or credit or cards accepted (i.e., logo, no logo, from major credit card company, etc.).  
  • Include any car class restrictions on payment type use (i.e., no debit for higher car classes).
  • Do not put unrelated information in this section and move to the relevant keyword category.
  • Mention if the payment used must also be in the name of the lead renter.
  • If possible, list common cards and/or payment types not accepted. (e.g., AMEX, cash, Discover, etc.)
  • Include potential impact to available credit during the hold period and information on bank holding rules.      For example when holding a deposit using a card in a foreign currency you may be charged a foreign transaction fee by the bank.

Required Documents

  • Proof of insurance/coverage 
    • Detail documentation required to prove third-party coverage meets rental requirements if the rate does not include the car rental company’s basic cover and the renter has chosen to decline it.
  • Proof of valid license to drive
    • Detail local/international requirements for licensing
    • Where applicable highlight whether the driving license needs to be issued at least 12 months prior to rental date.
    • Proof of age
  • Proof of identity
    • Detail whether driver must go through security checks at the counter and what additional documents will be required (e.g. utility bill as proof of address etc.).
  • Include any language requirements for documentation (i.e. if local language is required and/or certification of those documents)
  • Be clear on which documents align with proving which pieces of information (e.g., identity, age, licensing, etc.)

Important Information  

  • Include information that is critical or causes counter friction in the region , such as:   
    • Driver’s licenses for all drivers and proof of identity. State if ID is to be added in reservation to facilitate the transaction and rental process.
    • Main driver’s valid payment type
    • A statement asking customers to familiarize themself with wha  t is included in the rate and the rental policies within that country
    • Cancellation policy and no-show conditions, check Terms & Conditions
    • Any limit on modifications and cancellation
    • Processing times for on request bookings
    • Mandatory Flight Number if flight itinerary or boarding pass is required to hire at the location.
    • Winter driving regulations for applicable locations in winter months (winter tyres, chains or snow socks in the vehicle)
  • Anything that is part of key information should be included elsewhere in the Ts & Cs

Fees and Extras

Fees and Extras are additional charges levied by the car rental supplier for  additional services/benefits outside of the main car rental charge.
Clarify optional vs mandatory

Fee information should follow the general rule:

[Fee name] + [One line summary of what the customer is being charged for]

Examples:

  • Domestic One-Way Rental fee: Charged for returning your vehicle to a different location within the same country.
  • International One-Way Rental fee: Charged for returning your vehicle to a different country.
  • Cross Border fee: Charged when crossing different countries during rental period.
  • Mileage Excess: Charged for exceeding your mileage allowance when taking a product with fixed mileage.
  • Late Return Fee: Charged for the late return of your rental vehicle if not pre-arranged by renter.
  • Extras should be advertised using the general rule and specify fee ranges:

    [Add-on name] + [Benefit to the customer] + [optional: scope, disclaimers]

    Example:

    Additional driver: Person other than the main renter who is permitted to drive the rental vehicle. Rental conditions apply to all additional drivers.

Cancellation & No Show

Define and list cancellation policies applicable to all different types of car rental bookings

  1. Define cancellation policy in terms of specific time-based rules before pick-up where applicable.

    Example: (this will vary by car rental company)

    Free cancellation up to 48 hours before pickup.
  1. Specify fees clearly, as an exact amount or percentage of the rental cost, for each time frame.  Avoid vague terms like “may be charged” unless necessary - customers should know what to expect.

    Example: (this will vary by car rental company)

    A cancellation fee of xxx applies if cancelled between 48 and 24 hours before pickup.
    A higher fee of xxxx applies if cancelled within 24 hours of pickup. No refunds are issued for cancellations made within 2 hours of pickup.
  1. Define what constitutes as a No-Show and state the exact penalty

    Example: (this will vary by car rental company)

    Failure to collect the vehicle 2 hours after pick-up is classed as a No-Show. No-shows will incur a penalty equal to one full day’s rental charge.
  1. Specify how the customer will be charged the cancellation or No-Show fees

    Example: (this will vary by car rental company)

    Fee will be charged to the renter’s method of payment.