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Frequently Asked Questions

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Frequently Asked Questions

How can I contact Green Motion?

You can contact Green Motion by email on [email protected] or by phone on:

From the UK: 0333 888 4000

From overseas: +44 (0) 2071864000

What personal identification do I need to hire a car?

If you booked directly through greenmotion.com a full list of our terms and conditions can be found by clicking here.

Mandatory documentation will include:

  • A full driving license (noting that some exclusions do apply)
  • A valid passport
  • A valid credit card in the driver’s name (noting that in most cases debit and prepaid cards are not accepted)
  • A booking voucher from either greenmotion.com or alternatively from one of Green Motion’s supplier partners

Click here for more information on what you need to hire a car with Green Motion in the United Kingdom.

Can I check Green Motion’s car hire rates without placing a booking?

Yes, you can enter your booking requirements (location, dates, vehicle type etc.) on our website here and you will be automatically directed to our booking options and rates. Please be aware that our rates are subject to change according to availability.

Can I select a specific car / van model?

No, Green Motion only guarantees the vehicle category however for an additional fee you can select the make and model by choosing our ‘Guarantee Make and Model’ option during the booking process.

Can I book additional extras or equipment?

Yes, you can book additional extras or equipment through our online booking process. You can reserve a child seat, baby seat, additional driver and GPS (SatNav). Some additional options can also be booked at the rental branch. These additional options will be paid for on arrival.

Can I reserve a vehicle and pay for it if I am not the person who will be picking it up and driving it?

There is no restriction on who can pay for the rental however on arrival at the rental station the credit card used for the deposit must be in the name of the main driver. The credit card used for the deposit will not be accepted if it is in the additional driver’s name.

Can I make amendments to my booking?

If you booked through our website please contact our reservations team on [email protected]. There is no guarantee that we will be able to amend your booking but we will try our best to help.

Do I need to leave a deposit when renting my car?

Yes, in all cases the main driver will be required to leave a deposit which will be taken by the method of pre-authorisation from the credit card presented. The level of pre-authorisation taken is dependent on the type of excess reduction purchased and the agreed excess. Typically the level of pre-authorisation required will mirror the level of agreed excess. In the cases where the hirer has selected a zero excess option, a small deposit / pre-authorisation will be required to cover any traffic violations including parking and speeding offences that may occur while the hire vehicle is in the custody of the hirer.

We would ask you to note that all pre-authorisations are released on the completion of the hire following a satisfactory review of the vehicle and its condition noting that any damaged caused to the vehicle while out on hire will be subject to cost with the relevant amount being removed from the pre-authorisation.

Typical deposits / pre-authorisations can range from £150 GBP to £1500 GBP dependent on the car type, age and driving experience of the driver and agreed excess.

Can I reduce my excess?

Green Motion offers rental customers the opportunity to reduce their excess by purchasing one of our excess reduction packages. Each package provides different benefits ranging from reduction in excess to zero excess. Please ask at the rental counter for more information.

Which payment and debit cards does Green Motion accept?

In most cases, each Green Motion location will accept most major credit cards including Visa and MasterCard. In some cases, American Express may be accepted but this is not guaranteed - if you are an American Express user, please contact [email protected] to check if the location from which you are renting is able to accept your card.

Please note that even if you used American Express to pay for your original rental online, the location may not be able to accept it for the pre-authorisation.

In relation to debit cards (Visa), these are typically accepted for the payment of rentals but unfortunately we cannot secure a deposit / pre-authorisation using a debit card and as such require a valid credit card for the pre-authorisation of the deposit. Click here for more information.

In addition we are unable to accept cash either for the payment of the rental or for the security deposit.

We would ask you to note that in the event that we are unable to guarantee funds relating to the security deposit on your credit card we will be unable to rent a vehicle to you.

How long do I wait for the release of a deposit / pre-authorisation?

Green Motion locations do not hold the pre-authorisation / deposit in their bank accounts. The pre-authorisation is a block of the agreed amount held against the credit card presented by the issuing bank. As soon as the vehicle has returned and the location is happy with the condition of the vehicle, they action a release of the pre-authorisation.

The time taken by the issuing bank to release the pre-authorisation on the credit card varies immensely depending on the bank and the country of issue. Typically, most pre-authorisations / deposits are released within 5 – 14 days from the return of the rental car.

In the event that you feel a pre-authorisation has not been released with the prescribed time frame it will be necessary for you to make direct contact with the issuing bank as Green Motion has no jurisdiction in this matter.

Is roadside assistance included with my rental car?

In most cases, Green Motion locations offer full roadside assistance and recovery within the cost of renting a vehicle. Further information on roadside assistance is available at the counter prior to renting.

What happens if my flight is delayed?

In the event that your flight is delayed, please endeavour to contact the Green Motion rental location. In most cases, they monitor inbound flight information and as such will reserve your car until you arrive for up to 2 hours from the original pick up time. It is important that you make direct contact with the branch if you feel that your delay will exceed 2 hours to avoid them treating the rental as a “no show” and reselling the rental car.

What happens if I arrive at the rental office outside office hours?

In the event that the location receives no notification that your arrival has been delayed there is little they can do to facilitate your rental once the rental office is closed. In the event that the location has received contact notifying them of your delay, you will be advised whether or not they can accommodate your late arrival and whether or not it will attract any out of hours or late fees.

Am I able to return my car before the rental office opens?

You are not authorised to return your rental vehicle outside office hours unless prior agreement has been made noting that in the event that agreement has been authorised, it is subject to strict terms and conditions. Typically, return of the rental vehicle outside of rental hours is not authorised.

What do I do if I have a complaint about a Green Motion branch?

Green Motion takes customer service extremely seriously and we want you to get the best out of your car hire experience. In the event of our service has proven unsatisfactory, in the first instance please endeavour to contact the Green Motion location directly Alternatively if they are unable to satisfy your complaint, please escalate it to the Green Motion International Customer Services team on [email protected]

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