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Help Centre

Welcome to our help centre where we’ll try to answer all of your questions. You can also phone us or email us with your enquiry. One of our trained advisers will be able to help you.

What happens to the security deposit amount?

At the start of your rental, we will ask your card issuer to hold a sum of money for us. This is a temporary hold against the funds you have available on that card. We do not charge your card and no money is taken from your account. Your card issuer will usually present this authorisation hold as a pending transaction that reduces the money you have available to spend. When you complete your rental and return the vehicle, we will release the charge to your card and the authorisation hold will be released by your card issuer (subject to workshop and cleaner checks).

Depending on your card issuer, it can take up to 28 days before this is reflected in your account balance. As the authorisation hold has never been charged, the return of the funds will not be shown on your card statement. Please note – even though the hold is not an actual charge, it will temporarily reduce the available balance on your payment card. In case of any queries about the release of the authorisation hold, please contact your card issuer.