FAQs

Want to know more about getting connected? Or maybe you just need some answers? You'll find them all here.

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    • Top 10

      question What is Hertz 24/7?

      Hertz 24/7 couldn't be simpler. It's the luxury of having a car, without the hassles of owning one. And with zero membership fees, you only pay for the car when you use it.

      Registered users can book vehicles online or via phone for an hour, a day or up to a week. As a registered user, you'll get 24 hour access to all our Hertz 24/7 vehicles.

      question How does it work?

      Joining is easy and only takes a few minutes. Register and once we approve your membership, we'll send you your very own Hertz 24/7 token. Find a vehicle online, reserve it unlock it using your token and drive away.

      question How do I contact Hertz 24/7?

      If you have any questions, please use the 'Contact us' form on the site. If you'd rather write to us, our address is: Hertz 24/7, Hertz Autovermietung GmbH, Friedrichstr. 50-55, 10117 Berlin

      question How can Hertz 24/7 benefit me?

      Hertz 24/7 gives you the freedom to use a vehicle only when you need one - from one hour to a whole week. You only pay for what you use and what's more, your insurance and congestion charge are provided with each booking.

      question How much does it cost?

      It's free to register as Hertz 24/7 user. Once you've signed up, the only other cost is the use of a car or van and mileage costs.

      question Where can I use Hertz 24/7?

      You will find our cars in many cities. Hertz 24/7 currently has cars located in UK, France, Germany, Spain, Australia, and the US. Watch this space for more countries. Our vehicles are available 24 hours a day, 365 days a year.

      question Which vehicles are available?

      We've selected a range of cars that vary in size, emission levels and performance. We're adding to the range all the time, so watch this space.

      question How do I reserve a vehicle?

      Registered users simply log in to the site, select a vehicle and choose how long they need it. Our Customer Care Centre can also book a vehicle for you. We'll charge an extra €1.00 for phone bookings. Phone bookings are available from 08:00 until 23:00.

      question Who uses Hertz 24/7?

      Each: Wise urbanites who want to save themselves the stress and cost as the car owner in the city. Commuters who want to avoid the public transport. Opportunity shoppers who need a trunk for their bargains. Entrepreneurs to save fleet costs. Environmentally conscious drivers who want to contribute to environmental protection and day-trippers who like to treat themselves to something fun in their spare time.

      question How will I be charged?

      When you join we'll ask for your credit card or PayPal account details. At the end of each rental we'll send you an invoice. We will debit your account for the amount stated.

    • Registration

      question What are the qualifications?

      You must be 19 years of age with a valid driving licence, and a clean driving history (having held an insurance policy in your name) for at least one year. To drive, you'll also need a valid PayPal account or credit card and be able to provide proof of your address. Please also provide us your mobile number and email address so we can send your reservation details to you.

      question How will I know if I have been accepted?

      You will receive a Hertz 24/7 token.

      question What is the duration of my membership?

      Membership is free for life.

      question What happens if my contact details change?

      It's easy. Just contact one of the team at the Customer Care Centre and they'll update your details on the system. Alternatively, log-in to the website and update your details in 'My Account'.

      question What happens if my driving licence status changes?

      Just contact the Customer Care Centre and they'll update your details on our system. You'll also need to let us know if you gain or lose any penalty points on your licence.

      question How do I change my mailing preferences?

      Just contact the Customer Care Centre and we'll take you off our mailing list. Alternatively, you can also update your account preferences using 'My Account' on the web-site. However, we will continue to send your invoices to you.

      question What do I use my Hertz 24/7 token for?

      When you get to the vehicle you've booked, your token acts as your personal key to the vehicle, with 24/7 access. Just place it against the reader on the windscreen to unlock the doors.

      question When do I receive my token?

      Once we've completed your application, we'll post it to you. You should receive it within 4 working days.

      question Can I pick up my Hertz token at a Hertz location?

      Yes, you can pick up your Hertz token at any Hertz 24/7 location. Simply register online and show your driving licence and ID card at a Hertz 24/7 location near you.

      question Do I have to pay for the Hertz 24/7 token?

      There's no extra charge for your token .

      question Can I give my token to anyone else?

      The token is for your personal use only. Please do not give it to anyone else to use. Doing so could result in your membership being cancelled.

      question What must I do with my Hertz 24/7 token if I cancel my membership?

      Just return it to us, and we'll close your account.

      question Who pays for fuel?

      We do. It's one of the benefits you can enjoy as a Hertz 24/7 member. If the vehicle has a fuel card under the sun visor you may use this card to refuel. If the vehicle does not have a fuel card you can refuel and send the receipt to the Customer Care Centre for repayment. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

      question Is payment secured?

      Yes. We also follow all appropriate Data Protection legislation with regards to personal and financial data.

    • Booking

      question Can my Hertz 24/7 token be used by other people, or my family members?

      The token is for your own personal use. You should not give it to anyone else to use, and doing so could result in your membership being cancelled.

      question How will I know if the reservation is confirmed?

      We'll send you an email confirmation of the reservation, and to your mobile phone too if required. Make sure you check these details, as they'll include the car's location and any other important information.

      question What do I need to bring with me?

      You'll need your Hertz 24/7 token and your driver's licence. It's also a good idea to bring a copy of your reservation confirmation too, especially if you're not too familiar with the car's location.

      question Where do I find the vehicle?

      Check our locations map to find the exact spot where your vehicle will be parked. We'll also confirm the location in an email and a text message.

      question What happens if I forget my token?

      Please keep your token with you at all times. If you do not have your token you will not be able to access the vehicle. Our Customer Care Centre will not be able to open doors.

      question Are there any fees for changing my reservation?

      Not at all. You can change your booking up to 6 hours before it's due to start, with no additional charge. If you are within the two hours, we will charge you for the reserved period, up to a maximum of one day's fee.

      question How far in advance can I book a vehicle?

      A long way. In fact, you can reserve a vehicle up to six months in advance.

      question Is there a limit to the number of reservations which I can make?

      We need to make sure our vehicles are freely available for as many of our members as possible. Therefore, we limit advance bookings to a maximum of four per member at any one time.

      question What if the first choice of vehicle is usually booked?

      If a vehicle is not available at your preferred location, please select an alternative time or date, or visit the locations map to check the availability of other vehicles nearby.

      question Are there fees for cancelling my booking?

      You won't be charged a penny if you choose to cancel your booking up to 6 hours before the start time. If you cancel within 6 hours of your reservation, you will be charged the full cost of your booking up to one day.

      question How do I extend my reservation?

      Online, or simply call us from the vehicle. Each vehicle has hands-free communication, putting you in direct contact with the Customer Care Centre. So if the vehicle you're driving isn't already booked, your reservation can be extended at the touch of a button.

      question Does Hertz 24/7 offer corporate rates?

      Absolutely. Hertz 24/7 provides you an effective way to manage your company’s vehicle needs. You can find more information on our website under “Hertz 24/7 Business”. To get in touch with the Hertz 24/7 Business team, just use our 'Contact us'. One of our Business Development Managers will arrange a chat to discuss how we can help your business save money, hassle and time.

      question Can I use Hertz 24/7 in other Hertz 24/7 cities?

      Of course. You can currently use Hertz 24/7 in the UK, France, Germany, Spain, Australia and in cities across the US. We'll be launching in more cities in the near future, so watch this space.

      question Hertz 24/7 isn't in my area - can I still request a vehicle?

      Of course you can. Let us know where you live, and if you know anyone else who might be interested in Hertz 24/7. As soon as we are able to locate a car near you we'll be in touch.

      question How are your vehicles maintained?

      Our fleet is looked after by a team of dedicated professionals who follow the same high standard we apply to all Hertz cars. Besides normal maintenance, we also carry out a weekly 19-point quality check.

      question What credit cards do you accept?

      We accept all major credit cards.

    • Driving

      question What happens if the parking bay is taken when I return the vehicle?

      Contact the Customer Care Centre and they'll find a suitable alternative location for you to park the Vehicle.

      question How do I unlock the vehicle?

      Easy. Just place your token over the sensor on the driver's side of the windscreen and the doors will unlock automatically.

      question What happens if the vehicle doesn't start?

      Just speak to the Customer Care Centre using the in-vehicle communications system. They'll either fix it remotely or find another vehicle in the area.

      question There are no car documents in the vehicle. What shall I do?

      Please contact the Customer Care Center for assistance.

      question What if there is damage on the vehicle?

      Contact the Customer Care Centre immediately, before you start to drive.

      question What do I do if the vehicle has no fuel or less than a quarter of a tank?

      If the vehicle has a fuel card under the sun visor you may use this card to refuel. If the vehicle does not have a fuel card you can refuel and send the receipt to the Customer Care Centre for repayment. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

      question What if I have questions or concerns on my journey?

      Just push and hold the Connect button for six seconds. One of our team from the Customer Care Centre will call you back using the in-car communication.

      question Does it matter if I pick the vehicle up late?

      Not at all. You can pick up your vehicle whenever you want for the duration of your booking. However, you'll still be charged for the original booking period you specified.

      question What happens if I return the vehicle late?

      It's important to return the vehicle on time as another member may be waiting to use it. If you think you're going to be late, please let us know. If you return the vehicle late without letting us know, you'll be charged the full rental fee, plus additional over-run charges. These will be calculated in 30-minute increments, plus a charge of €30. If you let us know in advance, we'll reduce the final fee from €30 to €15.

      question What if the vehicle I booked isn't there?

      Just give the Customer Care Centre a call and they'll find you an alternative vehicle

      question Can I return the vehicle early?

      Of course you can. You can bring the vehicle back at any time during your reservation period but we will still charge you for the booking period, to a maximum of ten hours.

      question How do I fill the vehicle up with fuel?

      If the vehicle has a fuel card under the sun visor you may use this card to refuel. If the vehicle does not have a fuel card you can refuel and send the receipt to the Customer Care Centre for repayment. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

      question What if the vehicle is not clean inside or out?

      We hope that all our renters will leave the vehicles they use clean and tidy. If your vehicle isn't clean, please let us know. If you want to put the vehicle through a car wash, that's fine. Just use the fuel card to pay for wash, and we'll give you a complimentary hour of free driving for your next booking.

      question Can I carry pets in the vehicle?

      Sorry, we don't allow any pets, except for guide dogs, in our vehicles.

      question Do you provide child seats?

      Unfortunately, we're not able to supply child seats in our vehicles. However, you are welcome to use your own.

      question What do I do with something I've found in a vehicle or if I have left something in the vehicle?

      If you find anything in the vehicle that's not your own, just speak to one of the Customer Care Centre team and they'll sort everything out for you.

      question Do I have to clean the vehicle when I return it?

      Not at all. All we ask is that you return the vehicle in the same condition you found it.

      question Do I have to pay for any congestion charges?

      No, we've got the congestion charge covered for you. It's just one of the many benefits of becoming a Hertz 24/7 member.

      question What happens if I get a ticket or fine?

      If you're caught speeding, you got a parking ticket, or you incur any other penalty fine, it's your responsibility to pay the costs.

      question Do I have to pay any fines directly?

      You'll need to pay all fines in exactly the same way you would if you were using a privately owned vehicle. If you don't pay the fee we will cover the cost initially, then charge you for the full amount, plus an administration fee.

      question What are the additional charges?

      There are no hidden charges when you use a Hertz 24/7 vehicle. Even the fuel is free. The only extra costs to be aware of are the mileage charges

      question Can I smoke in the vehicle?

      All our cars are non-smoking vehicles. Therefore, please do not smoke in any Hertz 24/7 vehicle.

      question How will I find the vehicle?

      Check our locations map to find where your vehicle will be parked. We'll also confirm the location in an email and a text message.

      question Where should I return the vehicle?

      Please bring the vehicle back to the same parking bay you collected it from.

      question Where do I find the keys?

      Once you've unlocked the vehicle using your token you will find the keys located under the steering wheel.

      question How do I contact the Customer Care Centre?

      Simply press and hold the Connect button for six seconds. We'll call you back using the in-car communication.

      question What if the vehicle I've booked is returned late by the previous driver?

      We ask all our renters to return their vehicles punctually, so hopefully this won't happen. If you do find your vehicle isn't waiting for you when you arrive, please speak to one of the Customer Care Centre team who will find an alternative vehicle.

      question Can registered users drive a vehicle during another renter’s booking?

      Yes. All registered users are allowed to drive the booked vehicle.

      question How do I lock the vehicle?

      The same way you opened it. Simply place your token on the sensor located behind the windscreen near the driver's door.

      question What happens if I end the rental and lock my belongings in the vehicle?

      No problem. Get in touch with the Customer Care Centre and they'll make all the arrangements to get your belongings back.

      question What happens if the vehicle breaks down?

      Just press the Connect button for six seconds. This will alert the Customer Care Centre who will call out roadside assistance. 24-hour breakdown is included as one of your many member benefits.

      question What should I do if I have an accident?

      We're here to help. Contact the Customer Care Centre, either by pressing the Connect button for six seconds. We will make all the arrangements from there.

    • Billing, fees and insurance

      question Who pays for fuel?

      We do. It's one of the benefits you can enjoy as a registered user of Hertz 24/7. If the vehicle has a fuel card under the sun visor you may use this card to refuel. If the vehicle does not have a fuel card you can refuel and send the receipt to the Customer Care Centre for repayment. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

      question Will my method of payment cover my damage fee?

      Different payment methods have different protection schemes, Therefore, it's best to check with your provider to see if they'll cover your Hertz 24/7 booking.

      Please also don't smoke in the vehicle, leave your pets at home. If you have an accident or the vehicle is damaged, just speak to the Customer Care Centre and we'll take good care of you. If you lose the vehicle keys or your token we can fix the problem, but you will be charged a fee. Finally, if you're caught speeding or you get a parking ticket then the penalties are your responsibility.

      question Will I be liable for a late fee if the vehicle breaks down?

      Absolutely not. In the unlikely event of a breakdown, just contact the Customer Care Centre. 24-hour roadside assistance is included.

      question What if I get towed away or clamped?

      We'll pay the fine initially, but you will be responsible for the cost along with an administration charge.

      question Will my credit card cover my damage fee?

      Different credit cards have different protection schemes, Therefore, it's best to check with your credit card provider to see if they'll cover your Hertz 24/7 booking.

      question Is the insurance included in the cost?

      Yes, insurance is one of the many benefits you'll find included in the membership.

      question What does the protection cover me for?

      You'll be covered for any damage done to the vehicle, up to the excess amount. You'll still be responsible for any costs up to the excess amount of the additional protection, which we will add to your bill if anything does happen.

      Provided you follow the terms and conditions of the rental, you'll be protected by third party motor insurance as required by law. This means you're covered for damage to other vehicles, other properties and injured parties if you do have an accident.

      If you do not follow the terms and conditions of rental, or the loss, damage or theft is caused intentionally or by gross negligence, you will lose the benefit of any insurance and the additional protection we provide.

      question Do I have to pay any excess?

      If the vehicle is damaged, there is a loss, or if the vehicle is stolen, you'll only pay for the costs up to the amount of the excess of €850. If the repair cost is less than the applicable excess, you'll only need to pay that amount, plus an administration fee.

      question Will my personal car insurance cover my damage fee?

      When you drive a Hertz 24/7 vehicle you'll be covered under our policy. Your own policy will not be valid.