1. Terms and Conditions Overview
These Terms and Conditions (the “Terms”) govern all vehicle rental bookings and related services provided by VIVO CARS LTD (“VIVO CARS”, “we”, “us”, or “our”) to you as the customer (“you” or “the renter”). By requesting, confirming, or using any rental service from VIVO CARS LTD, you agree to be bound by these Terms.
The purpose of these Terms is to clearly explain your rights and responsibilities, as well as our obligations, in relation to the rental of cars and light motor vehicles from us. They should be read alongside any booking confirmation, rental agreement, or other written communication we provide to you before or during your rental period.
It is important that you review these Terms in full before securing a vehicle or proceeding with a booking. If you have any questions, you should contact us via phone on +447346322008 or email at [email protected] before finalising your rental.
2. Scope of Services
VIVO CARS LTD provides rental services for cars and light motor vehicles suitable for a range of everyday transport needs throughout the United Kingdom.
2.1 Types of vehicles
Our fleet typically includes, but is not limited to:
- Compact and economy cars for city driving and short trips
- Family and saloon vehicles for everyday personal use
- Business-ready vehicles for client visits and work-related travel
- Light motor vehicles suitable for temporary transport and small loads
Specific vehicle models, features, and availability may vary and are subject to confirmation at the time of booking.
2.2 Intended use cases
Our vehicles are provided for lawful and reasonable purposes including:
- Personal use, such as leisure travel and day-to-day mobility
- Short-term trips, including weekend breaks and temporary transport needs
- Business travel, including journeys to meetings, events, and work sites
Use of the vehicle for hire and reward, commercial passenger transport, courier services, motorsport, off-road driving, or any other high-risk or prohibited activity is not permitted unless expressly agreed in writing in advance by VIVO CARS LTD.
2.3 Territory of service
Our standard rental services are intended for use within the United Kingdom. The rental agreement and insurance typically cover use in England, Scotland, Wales, and Northern Ireland only. You must obtain our prior written consent before taking any vehicle outside the UK, and additional charges, documentation, or insurance requirements may apply.
3. Eligibility and Rental Requirements
To rent a vehicle from VIVO CARS LTD, you must meet all eligibility and documentation requirements set out below. We reserve the right to decline or cancel a rental if you do not satisfy these conditions or if reasonable concerns arise about risk or compliance.
3.1 Minimum age
Unless otherwise specified in your booking confirmation or rental agreement, the minimum age to rent a vehicle is 21 years. Higher age thresholds and/or additional young driver surcharges may apply for certain vehicle categories or higher-value models.
3.2 Driving licence
You must hold a valid UK driving licence for the category of vehicle you wish to rent and must have held it for at least the minimum period specified at the time of booking (which is usually 12 months, but may be longer for certain vehicles).
We may also request your permission to check your driving record with the DVLA or relevant licensing authority. We reserve the right to refuse rental if you have excessive penalty points, disqualifications, or other risk indicators on your driving record.
3.3 Identification documents
At the start of your rental, you will be required to provide:
- Your original, valid UK driving licence
- Proof of identity (such as a valid passport or national ID card)
- Recent proof of address (such as a utility bill or bank statement, usually dated within the last 3 months)
- Any additional documents requested in advance as part of our verification process
All documents must be legible, valid, and in your name. We may retain copies of documentation for legal, compliance, and record-keeping purposes in accordance with our Privacy Policy.
3.4 Deposit and security checks
A security deposit is normally required before a vehicle is released. This is typically taken as a pre-authorisation on your payment card and is used as security against damage, additional charges, or breaches of these Terms.
The exact deposit amount may vary by vehicle category, duration, and your risk profile. We may perform additional checks or request further information in cases where risk factors are identified, including but not limited to previous incidents, late payments, or insurance concerns.
4. Booking Process and Payment Terms
VIVO CARS LTD aims to provide a clear and straightforward booking journey so you can reserve a suitable vehicle with confidence. The steps below describe how to browse vehicles, request availability, confirm your booking, and manage payment.
4.1 Browsing and requesting availability
You can review our rental offering and vehicle types via the Vehicles and Categories pages. For more detailed price guidance, visit our Pricing page.
To request availability for your preferred dates and vehicle type, you may:
Availability is always subject to confirmation and may change until your booking has been formally accepted and a confirmation issued.
4.2 Booking confirmation
Your booking is considered confirmed when you receive written confirmation from us (usually by email) detailing the vehicle category (or specific vehicle, where applicable), rental dates, location, applicable charges, and key conditions.
We may require you to provide additional information or documentation before issuing confirmation. If these are not provided within a reasonable time, we may not be able to proceed with the booking.
4.3 Payment timelines and methods
Unless otherwise agreed in writing, the following payment terms apply:
- A booking deposit or prepayment may be required at the time of confirmation.
- The remaining rental charges, including any mandatory fees, are typically due at or before vehicle collection.
- Charges for extensions, penalties, damage, or additional services may be taken at the end of the rental or at the time such charges arise.
We accept commonly used payment methods such as major debit and credit cards. We may decline certain cards or payment services at our discretion and reserve the right to introduce or withdraw accepted methods over time.
4.4 Security deposit protocols
Before collection, a security deposit will usually be pre-authorised on your payment card. By proceeding with your booking, you authorise VIVO CARS LTD to:
- Pre-authorise the agreed deposit amount on your card prior to the start of the rental
- Apply appropriate charges against this deposit for damage, additional rental days, refuelling, cleaning, fines administration, or other sums due under these Terms
Subject to the condition of the vehicle on return, and provided that all outstanding charges have been settled, the remaining deposit (or pre-authorisation hold) will be released in line with your card issuer’s processing times.
5. Vehicle Collection and Return
This section explains how to collect and return your vehicle, the condition checks we carry out, and what happens if you arrive late or require out-of-hours arrangements.
5.1 Collection locations
Unless otherwise stated in your booking confirmation, the primary approved collection and return point is:
VIVO CARS LTD
22 Athole Street
Birmingham
England
B12 0DA
In some cases, and subject to availability and additional charges, alternative collection or delivery options may be arranged. These will be confirmed to you in writing where applicable.
5.2 Collection procedure and condition check
At the time of collection, you will be asked to:
- Present your driving licence and identification documents as specified in section 3
- Review and sign the rental agreement and any associated documentation
- Participate in a joint inspection of the vehicle, during which any existing damage or marks will be recorded
It is your responsibility to ensure that any visible damage is noted before you drive away. If you notice damage that is not recorded on the condition report, you must inform us immediately.
5.3 Return procedure
At the end of your rental period, you must return the vehicle:
- To the agreed location and by the agreed time on your rental agreement
- In a similar level of cleanliness as at collection, subject to fair wear and tear
- With the agreed level of fuel (usually the same level as at the start of the rental)
We will carry out a condition check upon return. Any new damage, significant soiling, missing items, or shortfall in fuel may result in additional charges, which will be explained to you and processed in line with these Terms.
5.4 Grace periods and late returns
A limited grace period may be applied for minor delays in return; however, this is not guaranteed and shall not exceed any period stated in your rental agreement. If you return the vehicle after the scheduled time, you may be charged for an additional rental day or other late return fees.
If you expect to be late, you must contact us as soon as possible so we can discuss options, which may include extending your rental. Extensions are subject to availability and additional charges.
5.5 Out-of-hours arrangements
Out-of-hours collection or return may be offered in some locations, subject to pre-approval and any associated fees. Where out-of-hours return is permitted, you remain responsible for the vehicle until we are able to access and inspect it at the next available opportunity.
6. Customer Responsibilities
While the vehicle is in your possession, you are responsible for its safe and lawful use. The obligations in this section apply to you and any authorised drivers listed on your rental agreement.
6.1 Safe driving and compliance with laws
You must:
- Drive carefully, responsibly, and in accordance with all applicable UK road laws and regulations
- Ensure that only authorised drivers, who meet the eligibility criteria and are named on the rental agreement, drive the vehicle
- Not drive under the influence of alcohol, drugs, or any other substances that may impair your ability to drive
You are responsible for any fines, penalties, tolls, or legal consequences arising from your use of the vehicle during the rental period.
6.2 Use, fuelling, and cleanliness
You agree to:
- Use the vehicle only for the permitted purposes described in section 2
- Refuel the vehicle with the correct type of fuel, as indicated in the vehicle documentation and near the fuel cap
- Return the vehicle with at least the same level of fuel as at collection, unless your agreement states otherwise
- Keep the interior and exterior reasonably clean and free from excessive dirt, stains, or odours
Misfuelling, neglect, or damage caused by improper use may result in repair and associated charges, which will be passed on to you.
6.3 Security and parking
You must take all reasonable steps to keep the vehicle secure, including:
- Locking all doors, closing windows, and activating any installed alarms when the vehicle is unattended
- Not leaving the keys in the vehicle or in a place where they can be easily stolen
- Parking in safe, legal locations and complying with local parking rules
If the vehicle, keys, or any accessories are lost, stolen, or damaged due to failure to follow these responsibilities, you may be liable for the resulting costs.
7. Insurance and Damage Policy
This section summarises the insurance and damage arrangements that typically apply to our rentals. The exact cover and your liability will be stated in your rental agreement and may vary by booking or vehicle category.
7.1 Included insurance coverage
Standard rentals usually include a level of insurance or damage cover (such as third-party liability and, where applicable, collision damage waiver or similar). This cover is subject to exclusions, conditions, and excess amounts, which will be disclosed to you prior to or at the time of your rental.
Insurance cover will not apply where you, or any authorised driver, act in breach of these Terms, the rental agreement, or the policy conditions, or where the vehicle is used for an excluded purpose.
7.2 Customer liability and excess
Even where insurance cover is included, you may remain liable up to an agreed excess amount for damage, loss, or theft. The level of the excess, and any options to reduce it, will be specified in your rental documentation.
If damage occurs during your rental, we may initially charge up to the excess amount while an assessment is carried out. If the actual cost of repair or loss is lower than the excess, the difference will be refunded once the final cost is confirmed.
7.3 What to do in case of an accident or incident
If you are involved in an accident, incident, theft, or damage event, you must:
- Stop driving as soon as it is safe to do so and secure the vehicle
- Contact the relevant emergency services where required
- Notify VIVO CARS LTD as soon as reasonably possible using the contact details on your rental agreement or via Support
- Collect details of any third parties involved, including names, contact information, vehicle registration, and insurance details
- Not admit liability or make any promises of payment on behalf of VIVO CARS LTD
You may be required to complete an incident report and cooperate fully with us, our insurers, and any authorities in the investigation and handling of the incident.
7.4 Reporting damage or defects
If you notice any new damage, mechanical issue, or defect during your rental, you must inform us promptly. Continuing to drive a vehicle that is clearly unsafe or damaged may be considered negligent and may affect your liability and insurance coverage.
8. Cancellations, Amendments, and Refunds
We understand that plans can change. This section outlines how you can amend or cancel your booking, along with any applicable fees or refund rules. Specific terms may vary by offer or rate type and will be confirmed at the time of booking.
8.1 Amending your booking
You may request changes to your booking, such as different dates, vehicle category, or collection time, by contacting us as soon as possible. You can do this via:
Amendments are subject to availability and may result in changes to your rental price. Where a requested amendment cannot be accommodated, your existing booking and charges will remain valid unless you choose to cancel in accordance with these Terms.
8.2 Cancellations and fees
Where your booking or rate type includes a cancellation policy, the relevant timeframes and fees will be set out in your confirmation. In general:
- Cancellations made within any stated free-cancellation window may not incur a fee.
- Cancellations made after this window, or non-collection of a vehicle without notice, may result in a cancellation fee or the loss of all or part of any prepayment.
Certain promotional or prepaid rates may be non-refundable or subject to stricter terms; these conditions will be communicated clearly when you book.
8.3 Refund eligibility and processing
Where you are entitled to a refund (for example, after a valid cancellation or adjustment), we will process it to the original payment method wherever possible. The timing of any refunded amount appearing in your account will depend on your bank or payment provider.
If your rental is curtailed or changed after it has commenced, entitlement to any refund will depend on the specific rate conditions and the circumstances of the change. Please contact us via the Support page if you believe a refund should apply.
9. Support and Dispute Resolution
VIVO CARS LTD is committed to providing a responsive and fair service. If you require assistance before, during, or after your rental, or if you are dissatisfied with any aspect of our service, we encourage you to contact us so we can work with you to resolve the matter.
9.1 Customer support
For general support, you can reach us via the dedicated Support page, where you will find guidance and options for contacting our team. You may also use the Contact Us page for rental-related enquiries.
You can contact us directly at:
Phone: +447346322008
Email: [email protected]
9.2 Raising a concern or complaint
If you have a concern about your booking, charges, or any aspect of your experience, please raise it with us as soon as possible, ideally while the rental is ongoing or shortly after it ends. Providing relevant details, such as your booking reference, rental dates, and a clear description of the issue, will help us investigate and respond promptly.
9.3 Dispute resolution and escalation
We will endeavour to handle all complaints fairly, transparently, and within a reasonable timeframe. Where we are unable to resolve a matter to your satisfaction, you may have the option to pursue further dispute resolution through appropriate external channels in accordance with applicable UK law.
Nothing in these Terms affects your statutory rights as a consumer under UK law, where applicable.
10. Acceptance of Terms
By requesting, confirming, or proceeding with a vehicle booking with VIVO CARS LTD, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions, together with any specific terms provided in your booking confirmation or rental agreement.
If you do not understand any part of these Terms, or if you require clarification, you must contact us before finalising your booking using the details provided in these Terms or via the Support and Contact Us pages.
Your continued use of our services, including the collection and use of a rental vehicle, constitutes ongoing acceptance of these Terms and any updated versions that have been provided or made reasonably available to you.