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Terms & Conditions

Preamble

These T&Cs cover the contractual relationship existing between Autoescape and you. These T&Cs are not the car rental contract you enter into with the car rental provider. The car rental contract is entirely subject to the provider's specific Term & conditions, which will be provided to you.

The company Autoescape is independent from other car hire companies. Autoescape is a global car hire broker that offers the opportunity to rent vehicles in France and in numerous other countries at very competitive rates. Autoescape has developed strong relationships with its car hire partners worldwide in order to negotiate the best prices for its customers.

Autoescape may change these Terms & Conditions at any time. The customer will be informed of the nature of these changes as soon as they are posted online on the following website http://www.autoescape.co.uk.

These changes will be effective as soon as they are posted on the website. Only the Terms & Conditions that are posted on the day of a reservation will be applicable. The customer will be made aware of such as soon as he makes a reservation and he shall accept them before receiving any confirmation of the latter.

Legal Information

Autoescape Nordics AS, Norwegian Company, registered at Bronnoysun Register Centre on 24/07/2009 under the number 994 622 935.

Share Capital: 40 100 000 NOK

Seat: Nydalsveien 33 –Torgbygget– 0484 Oslo (Norway)

Autoescape is represented by its mother company CarRentals.com, Inc., which is registered in the United States (under number NV20141684035) and is incorporated according to Nevada law. The headquarters of CarRentals.com is located at 333 108th Ave NE, Bellevue, Washington 98004.

If you wish to contact our client support service for any claim occurring after the rental of your car booked on the website www.autoescape.co.uk, please refer to Article 10 below or click here.

Article 1 - Car Hire Booking Conditions

To book a vehicle through the website www.autoescape.co.uk or by phone, you must have read and accepted all of the Terms & Conditions (T&C).

Your full acceptance of the T&C becomes effective when you check the field "I accept the Terms & Conditions of Autoescape" which can be found on the website when you are about to book your car. For sales made over the phone, your full acceptance of the T&C of Autoescape becomes effective from the moment you transmit your financial information to pay for your hire: payment is considered valid once the T&C have been accepted.

The special conditions made during the sales procedure are automatically accepted as soon as you validate your reservation.

Please note that, according to article L.121-21-8 of the Consumer Code, the bookings made on www.autoescape.com are not subject to the application of the right of withdrawal stipulated under Articles L. 121-21 et seq. of the Consumer Code in terms of remote sales. Once you finalize your booking on the website, there is no withdrawal possible. Articles L. 121-21 et seq. of the Consumer Code in terms of remote sales. Once you finalize your booking on the website, there is no withdrawal possible.

1.1 Information that must be submitted with your reservation

In order to book a hire car at Autoescape, you need to submit the following information:

  • The location where the vehicle will be picked-up (country, city, train station, airport, city center)
  • Your flight NUMBER, which is mandatory if the vehicle is to be picked-up in an airport
  • The time and date on which the vehicle will be picked-up
  • The location where the vehicle will be returned (country, city, train station, airport, city center)
  • The time and date on which the vehicle will be returned
  • The category of the selected vehicle
  • The first and last name of the primary driver
  • The age of the primary driver

1.2 Reservation and payment procedures

Once Autoescape can confirm the availability of the vehicle, and your payment has cleared, your reservation request will be accepted and a file number will be assigned. Autoescape will then issue a hire voucher containing all the information relating to your reservations, to include:

  • The file number
  • The name of the renter, the pick-up location and hire agency who will deliver the vehicle (airport, train station, city center)
  • The type of vehicle (from your selected category)
  • Services included in the rate: limited or unlimited mileage, Damage/collision insurance policy (CDW) with excess, Anti-theft insurance policy of the vehicle (TP) with excess, VAT
  • The options that are requested from Autoescape (reimbursement of the excess insurance, etc.), which are paid for at the time of reservation
  • The category of the selected vehicle
  • Additional chosen options (Baby seat, booster seat, GPS...) These options will be paid directly to the provider at the time of pick-up.

The hire voucher is only issued once the car hire has been paid in full. All documents relating to the car hire (hire voucher, booking confirmation) can be downloaded from the customer page of our website.

In the case of failure to pay, which would not result from Autoescape, and which would prevent Autoescape from collecting the entire amount that is owed by the customer, Autoescape reserves the right to cancel the reservation with the provider.

Article 2 - Car Hire Conditions
2.1 Documents required by hire car provider at time of vehicle pick up

The reserved vehicle will only be delivered once the following documents have been submitted:

  • The hire voucher issued by Autoescape
  • The original and valid driver's license of the primary driver and any additional drivers (photocopies are not accepted). The provider may request that the driver has had their license for a minimum amount of time. Some countries require an international driver's license in addition to the national one. E.g.: Australia and New Zealand (check destination country before departure)
  • Evidence of any driving endorsements the main driver (and additional drivers', if any) may have issued no more than 30 days prior to pickup date (for details and procedure see our UK Driving Licences Process page)
  • An ID (identity card or passport) of the primary driver and any additional drivers.
  • An international credit card with the same first and last name of the primary driver, with sufficient limits to cover the excess in case of damage or theft. Providers do not accept the Maestro or Electron cards.

If these items are not submitted to the provider upon pick-up of the vehicle, the provider reserves the right to not complete the reservation. Autoescape assumes no responsibility in the case of failure to comply by the consumer, and is not required to issue compensation.

Upon vehicle pick-up, the provider retains a deposit on the international credit card of the driver. The deposit cannot be paid ONLY with an International Credit Card (owned by the driver) and not in cash, with checks, traveler's checks, national credit cards, or MAESTRO and ELECTRON cards.

The deposit will be fully returned once the vehicle is returned in the same condition as when it was picked-up. We suggest you check to make sure your international credit card authorizes deposit payments. This amount will be based on the excess needed in the case of damage incurred to the rented vehicle, on the daily hire rates, and the value of a full tank of gas.

Autoescape will not be held liable if the customer fails to follow the aforementioned guidelines, which could result in the cancellation of the reservation. The credit card holder is responsible for taking the necessary action to ensure the credit card has a sufficient limit to cover the excess, in case of damage or theft.

2.2 Important Information

From 8 June 2015, the paper counterpart of the UK photo card driving licence will not be valid and will no longer be issued by the DVLA. This change applies to Great Britain only and NOT to Northern Ireland. This means that from June 8, both the primary driver and any additional drivers possessing the paper licence will need to provide either a licence summary or a unique code upon pick up of their hire car.

2.3 Agreement with the provider

The prepaid hire voucher issued by Autoescape does not constitute a hire contract. The hire contract is between the renter and the provider, upon vehicle pick-up. The contract is subjected to the legislations of the country of pick-up, and it is valid for the duration of the hire. The contract includes the hire conditions of the provider, and any additional fees (optionals, airport tax, etc.). Signing the provider's contract confirms your acceptance of their terms and we recommend keeping a copy of this contract for future reference

Additional drivers must be mentioned in the provider's contract and they must be present at the time of pick-up. Additional drivers must also have a valid driver's license and the same documents required for the primary driver. The hire customer, and the authorized driver(s), are responsible for the vehicle from the time of pick-up until drop off. If the hire customer does not follow these hire conditions, the provider reserves the right to terminate the agreement immediately, in which case neither the provider, nor Autoescape, are liable for reimbursement of the hire vehicle, and/or any compensation. Autoescape will not be held responsible if the customer does not follow the conditions that were determined by the provider.

Once the contract is signed, the provider is free to offer optional and additional insurance policies. If you ordered the "Refundable Excess Option", it is not required to order an additional excess option policy offered by the provider.

Please note:
The hire cannot be transferred to another person. The duration is specified and indicated on the hire voucher issued by Autoescape.

Vehicle Pick-Up
You must be present at the provider's location at the reserved date and time indicated on the voucher. Generally, a 30 minute delay is acceptable, as long as it is within the normal operating hours of the agency. Beyond 30 minutes, the reservation is no longer guaranteed. Autoescape is not responsible for a delay and is not required to issue compensation. This decision is entirely up to the provider.

Late Return Penalty

If the vehicle is returned after the time indicated on your hire voucher, a fee will be charged by the provider, which can be equivalent to the provider's daily hire minimum plus tax

2.3 Age restrictions and young driver fees

The minimum age required to rent a vehicle varies depending on the type of vehicle and/or country (consult the rate descriptions of the selected vehicle). We recommend you check this information thoroughly when making your reservations. Drivers between 18 and 25 years of age may have to pay an additional "Young Driver" fee to the provider or as part of a package rate. These fees vary depending on the country and/or provider.

Article 3 - Rates
3.1 Sales Price

Hire reservations are payable in advance via our secure online payment system or by phone with one of our booking agents.

Autoescape regularly updates its rates but retains the right to change its prices without notice. The rates can be changed to keep up with the rates of our various providers and with the foreign exchange rates. The applicable hire rate is thus the one submitted by Autoescape upon reservation and later reported on the booking confirmation.

Our providing partner sets the rate indicated on estimates. Since the provider can change their rates at any time, we recommend that you make your reservations as soon as you receive the estimate. Autoescape is not required to honor an estimate at a later date if a reservation was not made.

As soon as payment has been made, the hire rate of the vehicle is frozen and guaranteed and it shall no longer be changed by either Autoescape or the hire customer; even in case of foreign exchange rate fluctuations.

Once the full payment of the hire is complete, Autoescape is not required to change the rates that were paid, even if other promotional offers become available. No claims relating to the hire rates of the vehicle will be taken into consideration upon the customer's return. Our rates vary depending on the type of vehicle and these are contractual rates negotiated with our partners and providers. Promotions offered by other providers during different dates are not taken into account.

3.2 The rates include

  • A package for the number of days reserved (24 hour increments) with limited or unlimited mileage
  • Mandatory Insurances: Third Party/Civil Liability (provided by the supplier)
  • Additional Insurances provided by the supplier: Accident (Collision Damage Waiver or CDW) and Theft (Theft Protection or TP) with excess
  • VAT: VAT applies to the purchase price of the hire vehicle, and cannot be refunded or compensated. Autoescape is not obligated to report the VAT amount in the final price
  • A portion contributing to the registration fees, unless otherwise noted
  • All reservation changes (no file fee for changes made before vehicle pick-up)

3.3 The rates do not include

  • Fuel (unless otherwise indicated)
  • For certain countries the optional "PAI" insurance (see insurance details in article 6.5)
  • The optional insurance covering the theft of personal items
  • Accessories (baby seat, open roof, ski rack...) which cannot be guaranteed at the time of booking
  • Airport taxes
  • Local taxes
  • The Abandonment Fees also referred to as One-Way (more details in article 3.4)
  • Any fees for young driver(s), senior driver(s) or additional driver(s) which must be paid at time of vehicle pickup
  • Certain fees related to the pick-up and return of the vehicle outside of the normal operating hours, as well as during holidays and/or weekends
  • The fees for going into different countries (when/if authorized)
  • The deposit/excess
  • The provider will apply a penalty fee for delays in pick-up/return, and the amount of such will be mentioned in the hire contract
  • The amount of the excess that are charged by the provider in the event of an accident or damage to the vehicle, with or without a known third party, even if subscribed to the Reimbursement of the Deductibles Option
  • The amount of fines and other contraventions

You can check the amounts relating to the additional fees while you are making reservations on our website (rate descriptions). These are reported in both our estimates and reservation vouchers. These are indicative rates only, and the providers can change these prices without notice. These fees are to be paid directly to the provider.

3.4 One-Way Fees

Certain providing partners of Autoescape allow renters to return the vehicle in a different city than the one where the vehicle was initially picked-up. In this case, an additional fee called One Way Fee will be charged at time of vehicle pick up by the providing agency. The amount of the One Way fees will be provided at the time of reservation by an Autoescape agent who will contact you (by email). The amount related to these fees will be reported on Autoescape's hire voucher.

Please note that the provider can change its rates without notice.

3.5 Fines and Violations

The renter is liable for all fines, fees in association with violations, verbal proceedings, and any customs related pursuit that may arise as a result of the renter breaking a governing law, statute or legislation covering the geographical area in which the vehicle is rented. If the fines incurred during the hire period are not paid by the renter in full, the provider has the right to demand payment, and charger the renter for any additional expenses. In certain cases, the processing fees for various violations are calculated per fine, and are paid directly to the provider and can be charged directly on the Credit Card presented at the counter.

Article 4 - Payment Procedures

The amount required to rent the vehicle is paid upon reservation and after the provider has confirmed the availability of the vehicle. In case of unavailability, your credit card will not be charged.

4.1 Accepted Payment Methods

International Credit Cards (American Express, Visa, Master Card)

4.2 Earlybooking (Conditions, Changes, & Cancellations)

What is the EarlyBooking offer?

Autoescape developed an EarlyBooking formula to allow you to benefit from the best rates and/or to guarantee the availability of the vehicle of your choice. This offer will allow you to reserve your vehicle under preferential conditions. It is available for all reservations made at least 5 weeks before the vehicle pick-up date. When this offer is available, it can be accessed via our homepage (footer) by clicking on “EarlyBooking”.

If our providing partner confirms the reservation, a small deposit will be required. We can then guarantee the availability of the vehicle of the selected category at the price chosen on our website at the time of reservation.
Any reservation cancellation or change can be made up to the last minute before picking-up the vehicle under certain conditions that are specified hereunder.
Autoescape reserves the right to cancel the reservation for failure to pay the balance due within the agreed terms and the deposits already paid will not be reimbursed.

If our providing partner does not confirm the reservation, Autoescape shall find and provide an alternative solution to the customer, who will be free to accept or refuse such alternative. Autoescape cannot guarantee the initial rate in case of new commercial offers.

Making Changes:
Autoescape cannot guarantee the same initial rate if changes are made to the reservation booked through the Early Booking system.

Cancellations:
Cancelling a reservation booked through the Early Booking system will result in the loss of the deposit.

Article 5 - Best Rate Guarantee Policy

If you find a lower rate after your booking for the same service, and no later than 2 days before your reservation's start date, Autoescape will refund the difference. This guarantee is applicable if you have already booked and paid for your car hire through Autoescape, and the competitor's quote must be presented to Autoescape.

The competitor's service must be identical to be eligible, meaning that the comparative offer presented must be comparable to the conditions of the product ordered at Autoescape. The comparative offer must report the same vehicle category, the same hire duration, the same city and location where the vehicle can be picked-up, the same services that included in the rate (limited or unlimited mileage, insurances, taxes, additional fees and optional). This guarantee is applicable to all of Autoescape's existing reservations, with the exception of the reservations made under promotional rates.

Requests regarding the best price shall be dealt with between 8:30 am and 4:30 pm from Monday to Friday. Customers can send their request by mail at contacts@autoescape.com.

Article 6 - Contract Insurances (With Provider)

The following insurances are either included in the hire price, or paid for at the time of booking: CDW and TP (and LIS in most cases, reference the hire voucher). Additional insurances are also offered by the providing agency upon signing the contract (PAI, 24/7 assistance, Excess Buyback).

Careful: If you purchased the "Reimbursement of the Deductibles Escape Car Option", there is no need to buy the excess buyback offered by the provider.

6.1 CDW (Collision Damage Waiver)

This insurance covers the vehicle in case of damage, no matter who is found at fault. This insurance is included in our rates with or without the deductibles depending on the provider. The deductibles are applied as soon as an accident occurs, whether the renter is at fault or not. The amount of the deductibles applied will be specified on hire voucher.

Please note: The CDW insurance does not cover the following damages: broken glass, top or bottom of the body of the car, wheels and tires, accessories, internal and external equipment/accessories of the vehicle.

6.2 TP (Theft Protection)

Theft insurance of the vehicle is also included in our rates, with the applicable deductibles. The amount of the deductibles applied will be specified on the hire voucher.

Please note: the TP insurance does not include property theft of objects that were inside the vehicle.

6.3 Civil Liability (Liability Insurance Supplement)

This insurance covers the driver in the event of third party person/property damages, and is always included in our rates. The limit will be specified in your hire contract and established in function of the existing law of the country where the vehicle is picked up.

6.4 24/7 Assistance

This insurance allows you to benefit from a 24/7 assistance service free of charge in the case of a breakdown or accident. This insurance ensures that the vehicle will be replaced within a maximum period of 24 hours. This insurance is not always included in the hire contract but it can be offered as an additional service at the counter.

6.5 Personal Accident Insurance (PAI)

This insurance compensates for the physical and material damages suffered by the passengers and driver by providing a lump-sum payment. You can also sign up for a SPAI, a Super PAI insurance. This paying insurance covers luggage and personal effects in case of a theft, fire, accident or natural disaster.

Article 7 - Refundable Excess Option
7.1 Purpose

The Refundable Excess Option reimburses, to the renter, the repair costs sustained and taken from the excess held, and invoiced, by the hire provider. This works in accord with the CDW and TP insurances in the event of theft or material damages incurred by the renter, to the vehicle, for which the renter is responsible and no third party was identified.

In case of accident with a third part identified, the excess waiver will be debited to the renter in a first time.

If the expertise confirms the third part is 100% responsible. Then the third part insurance will refund the hire provider who will be able to refund the renter.

If the expertise confirms the third part is 50% responsible, the hire provider will refund 50%.

The duration of the "Refundable Excess Option" contract corresponds to the duration of the hire contract. Each extension will be set in a new rental agreement (contract). Only one excess waiver will be refunded by rental period.

In order to benefit from this guarantee, you must:

  • Comply with the driving criteria set forth by the provider, and the law and/or local jurisdiction
  • Drive the hire vehicle in accordance with the terms reported under the hire contract that was signed with the provider.
  • Purchase the CDW and TP insurances.



REFUNDABLE EXCESS
Standard Autoescape
REFUNDABLE EXCESS
Premium Autoescape
BODY and BUMPER damages (scratches, dents) on the car in case of theft, or attempted theft, vandalism, or accidents
BROKEN GLASS windscreen, and other windows/glass opticals, wing mirror , lights
ACCESSORIES radio antenna,wiper blades, hubcaps, lock, rear view mirror
WHEEL (tires+wheel rim) only puncture is excluded
UNDERCARRIAGE*
ROOF*
*Please note: for undercarriage and roof, the amount of excess waiver refunded equals to 1000EUR.

PARTICULAR EXCLUSIONS:

STANDARD refundable excess option does not cover broken glasses (windscreen and other windows, optical), wheels (punctures tires + wheel rims), undercarriage, loss of keys, and administrative charges like files cost (charged by the hire provider).

PREMIUM refundable excess option does not cover loss of keys and administrative charges like file costs (charged by the hire provider).

GENERAL EXCLUSIONS for all the options:

  • Provider expenses (car immobilization expenses, towing charges)
  • Tires (puncture is never covered by none of the options (Standard, Premium)
  • Damage to the clutch, gear, transmission and motor
  • Driver Negligence (for example: fuel error, forgetting the keys in your vehicle, hand brake not secured, etc.)
  • Damages caused by bad weather, rains, hurricanes, storm, rain hail, etc. ) and natural disaster
  • Damage caused while driving on unpaved roads, or in unauthorized areas
  • Damage arising from the confiscation, abduction or requisition of the vehicle by the police or authorities
  • Wear and tear of the vehicle
  • Damage caused by an unauthorized driver (driver who is not written on the rental agreeement signed at the desk)
  • Expenses that do not pertain to repairs or to the replacement of the vehicle
  • The damage caused in the passenger compartment of the vehicle that are not the result of a robbery, an attempted robbery, or a traffic accident (smoke-related accidents, damage caused by the animals in your possession, etc.)
  • Provider expenses (file costs, immobilization expenses, towing charges)
  • Accidents caused by a blood alcohol level that is higher than the maximum limit allowed by the existing legislation
  • Whenever the vehicle is not damaged
  • Civil or foreign wars, riots, popular manifestations, strikes, kidnapping, weapons trafficking
  • Your voluntary participation in bets, crimes or brawls, with the exception of legitimate self-defense
  • All effects of nuclear nature or caused by any source of ionizing radiation
  • Your alcohol and drug consumption and any other consumption of psychedelic substances mentioned under the Public Health Code, unless otherwise prescribed by a doctor.
  • Vehicles over 3.5 tons, electric vehicles and vehicles for which a driver's license is not needed› Participation at rallies, including tourist or competitive rallies

VEHICLES NOT COVERED:

  • Aston Martin, Ferrari, Lamborghini, Lotus, Maserati, Porsche, Rolls Royce
  • Bentley, Bricklin, Cadillac Fleetwood Limousine, Daimler, Delorean, Excalibur
  • Jensen, Mac Laren, Maybach and all vehicles rented at sports cars or luxury specialists
  • Classic cars that are more than 20 years old or others for which the manufacturers have stopped production over the past 10 years
  • Vehicles over 3.5 tons
  • 2 or 3-wheeled vehicles, campers and caravans, electric vehicles and vehicles for which a driver's license is not needed

7.2 INSURANCE AND ACCIDENT DECLARATIONS

Any accident, damage or theft must be declared directly to the provider within two business days. In case of an accident, an amicable agreement must be filled and attached to the declaration. You must also obtain a police report at the time of the accident. Theft must also be accompanied by a formal complaint within 48 hours of its discovery. The hire customer will no longer be able to benefit from the additional protections for failure to observe these formalities, unless able to prove that it was physically impossible to do so.

7.3 Filing a Refundable Excess Claim

In order to proceed with the request of refundable excess, you must:

1) Complete the attached form: Click here.

2) Include the following documents:

  • Autoescape voucher and booking confirmation (downloaded online)
  • Hire agreement signed at the providing agency
  • Invoice of the excess charged (provided by the hire agency) and credit card receipt
  • If authorities were involved, an official police report
  • In the event of third party involvement, an official report is required
  • Repair estimate or invoice (provided by the hire agency)
  • Your bank address with your account number as well your IBAN and SWIFT numbers

Procedure to obtain excess refund:

The form and all the supporting documentation shall be provided online to our Autoescape client support service by clicking here.

You can also send us these documents by post, email or fax. However, the processing of your request may be slower:
- by post at our customer support service's address:

Autoescape, Service Clientèle
Spaldingstrabe 77/20097
Hamburg, Germany

- by email at the following address: info@autoescape.com
- by fax: 00.49.40.180.48.36.97.

No later than 60 days after the drop off of the car.
 
An incomplete file will be returned

- Fixed assets, towing and administrative fees are not refundable

7.4 Claims Settlement Deadlines

Upon receiving the complete file, the compensation is submitted for approval Autoescape, and will be settled within 1 to 3 weeks depending on the complexity of incident.

Article 8 - Cancellation and No Show Policy
Cancellation procedure:

Cancellation requests must be sent either by email to relation-clients@autoescape.com, or by fax : + 33 (0) 490 09 51 87.

8.1 Reimbursement Procedure: For Cancellations Made Prior To Reservation Date*

Cancellation with a refund is possible up to the scheduled pick-up time/date.
Cancellation requests must be sent either by email to relation-clients@autoescape.com, or by fax : + 33 (0) 490 09 51 87. You can cancel for any reason without any motive or justification.

The table below lists the option to cancel before the vehicle pick up:

Up until the scheduled vehicle pick-up date and time, you can obtain: Refund with a handling charge equivalent to 30€


*For Early Booking Conditions refer to Article 4.2

8.2 Reimbursement Procedure: For Cancellations after Reservation Date or No Show

No Refund will be issued for cancellations made after the scheduled pick-up time, no shows, tardiness, missing documents, credit card issues, or any other failure to comply with Autoescape's terms and conditions set forth in this document.

8.3 Special Circumstances

Flight delays:
If picking-up at an airport, no compensation will be issued if the vehicle was unable to be picked up due to consumer error, such as an incorrect flight number, airport name, or if the airline or authorities cancel the flight.

Natural Disasters:
Autoescape will not be held liable in case of the non-execution or delay in executing its obligations in the event of a natural disaster, or any event out of the control of Autoescape.

Article 9 - Changes and / or Extension of Hire Agreement
9.1 Changes made before date of reservation

Any change request must be made to Autoescape by email at relation-clients@autoescape.com or by phone (+44 844 369 0109) no later than 24 hours before the scheduled vehicle pick-up time. (Changes cannot be made when payment is made in three installments).

Please note: The provider reserves the right to refuse changes.

If the provider accepts the changes: A new hire voucher will be available for download and print from your customer profile. Only the new hire voucher is necessary when picking-up the vehicle.

If the provider refuses the changes: The initial reservation conditions remain the same

9.2 Changes Made After Vehicle Pick-Up

The hire customer must request the change and/or extension to the provider, at least 24 hours before the scheduled vehicle return time. The provider reserves the right to refuse any changes and/or extensions, and the customer is obligated to return the vehicle on the date and time indicated in the hire contract. The provider establishes the conditions and rates relating to changes and/or extensions at the time of their acceptance. Changes and/or extensions are to be settled with the provider. Autoescape will not be held responsible if the customer does not observe the conditions set forth by the provider.

9.3 Early Return

After signing the contract with the provider, no reimbursement will be provided by Autoescape for days not used in the event of an early return.

Article 10 - Claims

Any official claim must be made in writing, and mailed to Autoescape's Customer Service (See Address Below) within 2 months of the return of the vehicle.

The necessary documents include:

  • Explanation of your claim
  • Copy of the Autoescape hire voucher
  • The hire contract from the provider
  • Any documents relating to the conditions of the vehicle (upon pick-up and return)
  • The provider's invoice
  • A copy of a bank statement displaying the amount charged by the provider (when appropriate)

The form and all the supporting documentation shall be provided online to our Autoescape client support service by clicking here.

You can also send us these documents by post, email or fax. However, the processing of your request may be slower:
- by post at our customer support service's address:

Autoescape, Service Clientèle
Spaldingstrabe 77/20097
Hamburg, Germany

- by email at the following address: info@autoescape.com
- by fax: 00.49.40.180.48.36.97.

Article 11 - Proof

The data stored in the database of Autoescape, can be used as proof relating to orders made, and can be reproduced in the event of litigation. The computer or electronic data retained by Autoescape can be used as supporting or opposing evidence, the same as any other document received, created or retained in writing

Article 12 - Applicable Law

Autoescape is a French company, governed by French law. Any disputes regarding the execution of the services performed by Autoescape, the jurisdiction will fall under the courts of Aix-en-Provence, France. Please note that in case of dispute between You and Autoescape, you may use an conventional mediation procedure or any other alternative mode of disputes resolutions as defined under French law, including by Articles 1528 and subsequent of the Code of Civil Procedure.

Article 13 - Privacy Policy And Protection

Autoescape is concerned about your private life and the protection of the information submitted, and operates under the declared legislation from CNIL number 1110207.

Certain information is essential for processing your order, which is mandatory and marked with an asterisk. Other information is optional and collected with the intention of better satisfying your needs. Mandatory information can be transmitted to our providers for the purpose of your order.

All quotations or bookings imply the acceptance of the customer to receive any communications from Autoescape. You receive the emails concerning your booking but you may also receive our commercial offers. You can ask not to receive these offers at any time by clicking on the link at the bottom of each e-mail.

In accordance with Article 34 of the law no. 78.17 dated January 6, 1978, called the Electronic and Freedom Law, you have the right to access, change, correct or cancel your personal data. You can exercise such right by sending a letter to :

Autoescape
137, rue Jacquard
84120 Pertuis FRANCE

Last updated on the 13 of January 2016

Terms & Conditions

Preamble

These T&Cs cover the contractual relationship existing between Autoescape and you. These T&Cs are not the car rental contract you enter into with the car rental provider. The car rental contract is entirely subject to the provider's specific Term & conditions, which will be provided to you.

The company Autoescape is independent from other car hire companies. Autoescape is a global car hire broker that offers the opportunity to rent vehicles in France and in numerous other countries at very competitive rates. Autoescape has developed strong relationships with its car hire partners worldwide in order to negotiate the best prices for its customers.

Autoescape may change these Terms & Conditions at any time. The customer will be informed of the nature of these changes as soon as they are posted online on the following website http://www.autoescape.co.uk.

These changes will be effective as soon as they are posted on the website. Only the Terms & Conditions that are posted on the day of a reservation will be applicable. The customer will be made aware of such as soon as he makes a reservation and he shall accept them before receiving any confirmation of the latter.

Legal Information

Autoescape Nordics AS, Norwegian Company, registered at Bronnoysun Register Centre on 24/07/2009 under the number 994 622 935.

Share Capital: 40 100 000 NOK

Seat: Nydalsveien 33 –Torgbygget– 0484 Oslo (Norway)

Autoescape is represented by its mother company CarRentals.com, Inc., which is registered in the United States (under number NV20141684035) and is incorporated according to Nevada law. The headquarters of CarRentals.com is located at 333 108th Ave NE, Bellevue, Washington 98004.

If you wish to contact our client support service for any claim occurring after the rental of your car booked on the website www.autoescape.co.uk, please refer to Article 10 below or click here.

Article 1 - Car Hire Booking Conditions

To book a vehicle through the website www.autoescape.co.uk or by phone, you must have read and accepted all of the Terms & Conditions (T&C).

Your full acceptance of the T&C becomes effective when you check the field "I accept the Terms & Conditions of Autoescape" which can be found on the website when you are about to book your car. For sales made over the phone, your full acceptance of the T&C of Autoescape becomes effective from the moment you transmit your financial information to pay for your hire: payment is considered valid once the T&C have been accepted.

The special conditions made during the sales procedure are automatically accepted as soon as you validate your reservation.

Please note that, according to article L.121-21-8 of the Consumer Code, the bookings made on www.autoescape.com are not subject to the application of the right of withdrawal stipulated under Articles L. 121-21 et seq. of the Consumer Code in terms of remote sales. Once you finalize your booking on the website, there is no withdrawal possible. Articles L. 121-21 et seq. of the Consumer Code in terms of remote sales. Once you finalize your booking on the website, there is no withdrawal possible.

1.1 Information that must be submitted with your reservation

In order to book a hire car at Autoescape, you need to submit the following information:

  • The location where the vehicle will be picked-up (country, city, train station, airport, city center)
  • Your flight NUMBER, which is mandatory if the vehicle is to be picked-up in an airport
  • The time and date on which the vehicle will be picked-up
  • The location where the vehicle will be returned (country, city, train station, airport, city center)
  • The time and date on which the vehicle will be returned
  • The category of the selected vehicle
  • The first and last name of the primary driver
  • The age of the primary driver

1.2 Reservation and payment procedures

Once Autoescape can confirm the availability of the vehicle, and your payment has cleared, your reservation request will be accepted and a file number will be assigned. Autoescape will then issue a hire voucher containing all the information relating to your reservations, to include:

  • The file number
  • The name of the renter, the pick-up location and hire agency who will deliver the vehicle (airport, train station, city center)
  • The type of vehicle (from your selected category)
  • Services included in the rate: limited or unlimited mileage, Damage/collision insurance policy (CDW) with excess, Anti-theft insurance policy of the vehicle (TP) with excess, VAT
  • The options that are requested from Autoescape (reimbursement of the excess insurance, etc.), which are paid for at the time of reservation
  • The category of the selected vehicle
  • Additional chosen options (Baby seat, booster seat, GPS...) These options will be paid directly to the provider at the time of pick-up.

The hire voucher is only issued once the car hire has been paid in full. All documents relating to the car hire (hire voucher, booking confirmation) can be downloaded from the customer page of our website.

In the case of failure to pay, which would not result from Autoescape, and which would prevent Autoescape from collecting the entire amount that is owed by the customer, Autoescape reserves the right to cancel the reservation with the provider.

Article 2 - Car Hire Conditions
2.1 Documents required by hire car provider at time of vehicle pick up

The reserved vehicle will only be delivered once the following documents have been submitted:

  • The hire voucher issued by Autoescape
  • The original and valid driver's license of the primary driver and any additional drivers (photocopies are not accepted). The provider may request that the driver has had their license for a minimum amount of time. Some countries require an international driver's license in addition to the national one. E.g.: Australia and New Zealand (check destination country before departure)
  • Evidence of any driving endorsements the main driver (and additional drivers', if any) may have issued no more than 30 days prior to pickup date (for details and procedure see our UK Driving Licences Process page)
  • An ID (identity card or passport) of the primary driver and any additional drivers.
  • An international credit card with the same first and last name of the primary driver, with sufficient limits to cover the excess in case of damage or theft. Providers do not accept the Maestro or Electron cards.

If these items are not submitted to the provider upon pick-up of the vehicle, the provider reserves the right to not complete the reservation. Autoescape assumes no responsibility in the case of failure to comply by the consumer, and is not required to issue compensation.

Upon vehicle pick-up, the provider retains a deposit on the international credit card of the driver. The deposit cannot be paid ONLY with an International Credit Card (owned by the driver) and not in cash, with checks, traveler's checks, national credit cards, or MAESTRO and ELECTRON cards.

The deposit will be fully returned once the vehicle is returned in the same condition as when it was picked-up. We suggest you check to make sure your international credit card authorizes deposit payments. This amount will be based on the excess needed in the case of damage incurred to the rented vehicle, on the daily hire rates, and the value of a full tank of gas.

Autoescape will not be held liable if the customer fails to follow the aforementioned guidelines, which could result in the cancellation of the reservation. The credit card holder is responsible for taking the necessary action to ensure the credit card has a sufficient limit to cover the excess, in case of damage or theft.

2.2 Important Information

From 8 June 2015, the paper counterpart of the UK photo card driving licence will not be valid and will no longer be issued by the DVLA. This change applies to Great Britain only and NOT to Northern Ireland. This means that from June 8, both the primary driver and any additional drivers possessing the paper licence will need to provide either a licence summary or a unique code upon pick up of their hire car.

2.3 Agreement with the provider

The prepaid hire voucher issued by Autoescape does not constitute a hire contract. The hire contract is between the renter and the provider, upon vehicle pick-up. The contract is subjected to the legislations of the country of pick-up, and it is valid for the duration of the hire. The contract includes the hire conditions of the provider, and any additional fees (optionals, airport tax, etc.). Signing the provider's contract confirms your acceptance of their terms and we recommend keeping a copy of this contract for future reference

Additional drivers must be mentioned in the provider's contract and they must be present at the time of pick-up. Additional drivers must also have a valid driver's license and the same documents required for the primary driver. The hire customer, and the authorized driver(s), are responsible for the vehicle from the time of pick-up until drop off. If the hire customer does not follow these hire conditions, the provider reserves the right to terminate the agreement immediately, in which case neither the provider, nor Autoescape, are liable for reimbursement of the hire vehicle, and/or any compensation. Autoescape will not be held responsible if the customer does not follow the conditions that were determined by the provider.

Once the contract is signed, the provider is free to offer optional and additional insurance policies. If you ordered the "Refundable Excess Option", it is not required to order an additional excess option policy offered by the provider.

Please note:
The hire cannot be transferred to another person. The duration is specified and indicated on the hire voucher issued by Autoescape.

Vehicle Pick-Up
You must be present at the provider's location at the reserved date and time indicated on the voucher. Generally, a 30 minute delay is acceptable, as long as it is within the normal operating hours of the agency. Beyond 30 minutes, the reservation is no longer guaranteed. Autoescape is not responsible for a delay and is not required to issue compensation. This decision is entirely up to the provider.

Late Return Penalty

If the vehicle is returned after the time indicated on your hire voucher, a fee will be charged by the provider, which can be equivalent to the provider's daily hire minimum plus tax

2.3 Age restrictions and young driver fees

The minimum age required to rent a vehicle varies depending on the type of vehicle and/or country (consult the rate descriptions of the selected vehicle). We recommend you check this information thoroughly when making your reservations. Drivers between 18 and 25 years of age may have to pay an additional "Young Driver" fee to the provider or as part of a package rate. These fees vary depending on the country and/or provider.

Article 3 - Rates
3.1 Sales Price

Hire reservations are payable in advance via our secure online payment system or by phone with one of our booking agents.

Autoescape regularly updates its rates but retains the right to change its prices without notice. The rates can be changed to keep up with the rates of our various providers and with the foreign exchange rates. The applicable hire rate is thus the one submitted by Autoescape upon reservation and later reported on the booking confirmation.

Our providing partner sets the rate indicated on estimates. Since the provider can change their rates at any time, we recommend that you make your reservations as soon as you receive the estimate. Autoescape is not required to honor an estimate at a later date if a reservation was not made.

As soon as payment has been made, the hire rate of the vehicle is frozen and guaranteed and it shall no longer be changed by either Autoescape or the hire customer; even in case of foreign exchange rate fluctuations.

Once the full payment of the hire is complete, Autoescape is not required to change the rates that were paid, even if other promotional offers become available. No claims relating to the hire rates of the vehicle will be taken into consideration upon the customer's return. Our rates vary depending on the type of vehicle and these are contractual rates negotiated with our partners and providers. Promotions offered by other providers during different dates are not taken into account.

3.2 The rates include

  • A package for the number of days reserved (24 hour increments) with limited or unlimited mileage
  • Mandatory Insurances: Third Party/Civil Liability (provided by the supplier)
  • Additional Insurances provided by the supplier: Accident (Collision Damage Waiver or CDW) and Theft (Theft Protection or TP) with excess
  • VAT: VAT applies to the purchase price of the hire vehicle, and cannot be refunded or compensated. Autoescape is not obligated to report the VAT amount in the final price
  • A portion contributing to the registration fees, unless otherwise noted
  • All reservation changes (no file fee for changes made before vehicle pick-up)

3.3 The rates do not include

  • Fuel (unless otherwise indicated)
  • For certain countries the optional "PAI" insurance (see insurance details in article 6.5)
  • The optional insurance covering the theft of personal items
  • Accessories (baby seat, open roof, ski rack...) which cannot be guaranteed at the time of booking
  • Airport taxes
  • Local taxes
  • The Abandonment Fees also referred to as One-Way (more details in article 3.4)
  • Any fees for young driver(s), senior driver(s) or additional driver(s) which must be paid at time of vehicle pickup
  • Certain fees related to the pick-up and return of the vehicle outside of the normal operating hours, as well as during holidays and/or weekends
  • The fees for going into different countries (when/if authorized)
  • The deposit/excess
  • The provider will apply a penalty fee for delays in pick-up/return, and the amount of such will be mentioned in the hire contract
  • The amount of the excess that are charged by the provider in the event of an accident or damage to the vehicle, with or without a known third party, even if subscribed to the Reimbursement of the Deductibles Option
  • The amount of fines and other contraventions

You can check the amounts relating to the additional fees while you are making reservations on our website (rate descriptions). These are reported in both our estimates and reservation vouchers. These are indicative rates only, and the providers can change these prices without notice. These fees are to be paid directly to the provider.

3.4 One-Way Fees

Certain providing partners of Autoescape allow renters to return the vehicle in a different city than the one where the vehicle was initially picked-up. In this case, an additional fee called One Way Fee will be charged at time of vehicle pick up by the providing agency. The amount of the One Way fees will be provided at the time of reservation by an Autoescape agent who will contact you (by email). The amount related to these fees will be reported on Autoescape's hire voucher.

Please note that the provider can change its rates without notice.

3.5 Fines and Violations

The renter is liable for all fines, fees in association with violations, verbal proceedings, and any customs related pursuit that may arise as a result of the renter breaking a governing law, statute or legislation covering the geographical area in which the vehicle is rented. If the fines incurred during the hire period are not paid by the renter in full, the provider has the right to demand payment, and charger the renter for any additional expenses. In certain cases, the processing fees for various violations are calculated per fine, and are paid directly to the provider and can be charged directly on the Credit Card presented at the counter.

Article 4 - Payment Procedures

The amount required to rent the vehicle is paid upon reservation and after the provider has confirmed the availability of the vehicle. In case of unavailability, your credit card will not be charged.

4.1 Accepted Payment Methods

International Credit Cards (American Express, Visa, Master Card)

4.2 Earlybooking (Conditions, Changes, & Cancellations)

What is the EarlyBooking offer?

Autoescape developed an EarlyBooking formula to allow you to benefit from the best rates and/or to guarantee the availability of the vehicle of your choice. This offer will allow you to reserve your vehicle under preferential conditions. It is available for all reservations made at least 5 weeks before the vehicle pick-up date. When this offer is available, it can be accessed via our homepage (footer) by clicking on “EarlyBooking”.

If our providing partner confirms the reservation, a small deposit will be required. We can then guarantee the availability of the vehicle of the selected category at the price chosen on our website at the time of reservation.
Any reservation cancellation or change can be made up to the last minute before picking-up the vehicle under certain conditions that are specified hereunder.
Autoescape reserves the right to cancel the reservation for failure to pay the balance due within the agreed terms and the deposits already paid will not be reimbursed.

If our providing partner does not confirm the reservation, Autoescape shall find and provide an alternative solution to the customer, who will be free to accept or refuse such alternative. Autoescape cannot guarantee the initial rate in case of new commercial offers.

Making Changes:
Autoescape cannot guarantee the same initial rate if changes are made to the reservation booked through the Early Booking system.

Cancellations:
Cancelling a reservation booked through the Early Booking system will result in the loss of the deposit.

Article 5 - Best Rate Guarantee Policy

If you find a lower rate after your booking for the same service, and no later than 2 days before your reservation's start date, Autoescape will refund the difference. This guarantee is applicable if you have already booked and paid for your car hire through Autoescape, and the competitor's quote must be presented to Autoescape.

The competitor's service must be identical to be eligible, meaning that the comparative offer presented must be comparable to the conditions of the product ordered at Autoescape. The comparative offer must report the same vehicle category, the same hire duration, the same city and location where the vehicle can be picked-up, the same services that included in the rate (limited or unlimited mileage, insurances, taxes, additional fees and optional). This guarantee is applicable to all of Autoescape's existing reservations, with the exception of the reservations made under promotional rates.

Requests regarding the best price shall be dealt with between 8:30 am and 4:30 pm from Monday to Friday. Customers can send their request by mail at contacts@autoescape.com.

Article 6 - Contract Insurances (With Provider)

The following insurances are either included in the hire price, or paid for at the time of booking: CDW and TP (and LIS in most cases, reference the hire voucher). Additional insurances are also offered by the providing agency upon signing the contract (PAI, 24/7 assistance, Excess Buyback).

Careful: If you purchased the "Reimbursement of the Deductibles Escape Car Option", there is no need to buy the excess buyback offered by the provider.

6.1 CDW (Collision Damage Waiver)

This insurance covers the vehicle in case of damage, no matter who is found at fault. This insurance is included in our rates with or without the deductibles depending on the provider. The deductibles are applied as soon as an accident occurs, whether the renter is at fault or not. The amount of the deductibles applied will be specified on hire voucher.

Please note: The CDW insurance does not cover the following damages: broken glass, top or bottom of the body of the car, wheels and tires, accessories, internal and external equipment/accessories of the vehicle.

6.2 TP (Theft Protection)

Theft insurance of the vehicle is also included in our rates, with the applicable deductibles. The amount of the deductibles applied will be specified on the hire voucher.

Please note: the TP insurance does not include property theft of objects that were inside the vehicle.

6.3 Civil Liability (Liability Insurance Supplement)

This insurance covers the driver in the event of third party person/property damages, and is always included in our rates. The limit will be specified in your hire contract and established in function of the existing law of the country where the vehicle is picked up.

6.4 24/7 Assistance

This insurance allows you to benefit from a 24/7 assistance service free of charge in the case of a breakdown or accident. This insurance ensures that the vehicle will be replaced within a maximum period of 24 hours. This insurance is not always included in the hire contract but it can be offered as an additional service at the counter.

6.5 Personal Accident Insurance (PAI)

This insurance compensates for the physical and material damages suffered by the passengers and driver by providing a lump-sum payment. You can also sign up for a SPAI, a Super PAI insurance. This paying insurance covers luggage and personal effects in case of a theft, fire, accident or natural disaster.

Article 7 - Refundable Excess Option
7.1 Purpose

The Refundable Excess Option reimburses, to the renter, the repair costs sustained and taken from the excess held, and invoiced, by the hire provider. This works in accord with the CDW and TP insurances in the event of theft or material damages incurred by the renter, to the vehicle, for which the renter is responsible and no third party was identified.

In case of accident with a third part identified, the excess waiver will be debited to the renter in a first time.

If the expertise confirms the third part is 100% responsible. Then the third part insurance will refund the hire provider who will be able to refund the renter.

If the expertise confirms the third part is 50% responsible, the hire provider will refund 50%.

The duration of the "Refundable Excess Option" contract corresponds to the duration of the hire contract. Each extension will be set in a new rental agreement (contract). Only one excess waiver will be refunded by rental period.

In order to benefit from this guarantee, you must:

  • Comply with the driving criteria set forth by the provider, and the law and/or local jurisdiction
  • Drive the hire vehicle in accordance with the terms reported under the hire contract that was signed with the provider.
  • Purchase the CDW and TP insurances.



REFUNDABLE EXCESS
Standard Autoescape
REFUNDABLE EXCESS
Premium Autoescape
BODY and BUMPER damages (scratches, dents) on the car in case of theft, or attempted theft, vandalism, or accidents
BROKEN GLASS windscreen, and other windows/glass opticals, wing mirror , lights
ACCESSORIES radio antenna,wiper blades, hubcaps, lock, rear view mirror
WHEEL (tires+wheel rim) only puncture is excluded
UNDERCARRIAGE*
ROOF*
*Please note: for undercarriage and roof, the amount of excess waiver refunded equals to 1000EUR.

PARTICULAR EXCLUSIONS:

STANDARD refundable excess option does not cover broken glasses (windscreen and other windows, optical), wheels (punctures tires + wheel rims), undercarriage, loss of keys, and administrative charges like files cost (charged by the hire provider).

PREMIUM refundable excess option does not cover loss of keys and administrative charges like file costs (charged by the hire provider).

GENERAL EXCLUSIONS for all the options:

  • Provider expenses (car immobilization expenses, towing charges)
  • Tires (puncture is never covered by none of the options (Standard, Premium)
  • Damage to the clutch, gear, transmission and motor
  • Driver Negligence (for example: fuel error, forgetting the keys in your vehicle, hand brake not secured, etc.)
  • Damages caused by bad weather, rains, hurricanes, storm, rain hail, etc. ) and natural disaster
  • Damage caused while driving on unpaved roads, or in unauthorized areas
  • Damage arising from the confiscation, abduction or requisition of the vehicle by the police or authorities
  • Wear and tear of the vehicle
  • Damage caused by an unauthorized driver (driver who is not written on the rental agreeement signed at the desk)
  • Expenses that do not pertain to repairs or to the replacement of the vehicle
  • The damage caused in the passenger compartment of the vehicle that are not the result of a robbery, an attempted robbery, or a traffic accident (smoke-related accidents, damage caused by the animals in your possession, etc.)
  • Provider expenses (file costs, immobilization expenses, towing charges)
  • Accidents caused by a blood alcohol level that is higher than the maximum limit allowed by the existing legislation
  • Whenever the vehicle is not damaged
  • Civil or foreign wars, riots, popular manifestations, strikes, kidnapping, weapons trafficking
  • Your voluntary participation in bets, crimes or brawls, with the exception of legitimate self-defense
  • All effects of nuclear nature or caused by any source of ionizing radiation
  • Your alcohol and drug consumption and any other consumption of psychedelic substances mentioned under the Public Health Code, unless otherwise prescribed by a doctor.
  • Vehicles over 3.5 tons, electric vehicles and vehicles for which a driver's license is not needed› Participation at rallies, including tourist or competitive rallies

VEHICLES NOT COVERED:

  • Aston Martin, Ferrari, Lamborghini, Lotus, Maserati, Porsche, Rolls Royce
  • Bentley, Bricklin, Cadillac Fleetwood Limousine, Daimler, Delorean, Excalibur
  • Jensen, Mac Laren, Maybach and all vehicles rented at sports cars or luxury specialists
  • Classic cars that are more than 20 years old or others for which the manufacturers have stopped production over the past 10 years
  • Vehicles over 3.5 tons
  • 2 or 3-wheeled vehicles, campers and caravans, electric vehicles and vehicles for which a driver's license is not needed

7.2 INSURANCE AND ACCIDENT DECLARATIONS

Any accident, damage or theft must be declared directly to the provider within two business days. In case of an accident, an amicable agreement must be filled and attached to the declaration. You must also obtain a police report at the time of the accident. Theft must also be accompanied by a formal complaint within 48 hours of its discovery. The hire customer will no longer be able to benefit from the additional protections for failure to observe these formalities, unless able to prove that it was physically impossible to do so.

7.3 Filing a Refundable Excess Claim

In order to proceed with the request of refundable excess, you must:

1) Complete the attached form: Click here.

2) Include the following documents:

  • Autoescape voucher and booking confirmation (downloaded online)
  • Hire agreement signed at the providing agency
  • Invoice of the excess charged (provided by the hire agency) and credit card receipt
  • If authorities were involved, an official police report
  • In the event of third party involvement, an official report is required
  • Repair estimate or invoice (provided by the hire agency)
  • Your bank address with your account number as well your IBAN and SWIFT numbers

Procedure to obtain excess refund:

The form and all the supporting documentation shall be provided online to our Autoescape client support service by clicking here.

You can also send us these documents by post, email or fax. However, the processing of your request may be slower:
- by post at our customer support service's address:

Autoescape, Service Clientèle
Spaldingstrabe 77/20097
Hamburg, Germany

- by email at the following address: info@autoescape.com
- by fax: 00.49.40.180.48.36.97.

No later than 60 days after the drop off of the car.
 
An incomplete file will be returned

- Fixed assets, towing and administrative fees are not refundable

7.4 Claims Settlement Deadlines

Upon receiving the complete file, the compensation is submitted for approval Autoescape, and will be settled within 1 to 3 weeks depending on the complexity of incident.

Article 8 - Cancellation and No Show Policy
Cancellation procedure:

Cancellation requests must be sent either by email to relation-clients@autoescape.com, or by fax : + 33 (0) 490 09 51 87.

8.1 Reimbursement Procedure: For Cancellations Made Prior To Reservation Date*

Cancellation with a refund is possible up to the scheduled pick-up time/date.
Cancellation requests must be sent either by email to relation-clients@autoescape.com, or by fax : + 33 (0) 490 09 51 87. You can cancel for any reason without any motive or justification.

The table below lists the option to cancel before the vehicle pick up:

Up until the scheduled vehicle pick-up date and time, you can obtain: Refund with a handling charge equivalent to GBP30


*For Early Booking Conditions refer to Article 4.2

8.2 Reimbursement Procedure: For Cancellations after Reservation Date or No Show

No Refund will be issued for cancellations made after the scheduled pick-up time, no shows, tardiness, missing documents, credit card issues, or any other failure to comply with Autoescape's terms and conditions set forth in this document.

8.3 Special Circumstances

Flight delays:
If picking-up at an airport, no compensation will be issued if the vehicle was unable to be picked up due to consumer error, such as an incorrect flight number, airport name, or if the airline or authorities cancel the flight.

Natural Disasters:
Autoescape will not be held liable in case of the non-execution or delay in executing its obligations in the event of a natural disaster, or any event out of the control of Autoescape.

Article 9 - Changes and / or Extension of Hire Agreement
9.1 Changes made before date of reservation

Any change request must be made to Autoescape by email at relation-clients@autoescape.com or by phone (+44 844 369 0109) no later than 24 hours before the scheduled vehicle pick-up time. (Changes cannot be made when payment is made in three installments).

Please note: The provider reserves the right to refuse changes.

If the provider accepts the changes: A new hire voucher will be available for download and print from your customer profile. Only the new hire voucher is necessary when picking-up the vehicle.

If the provider refuses the changes: The initial reservation conditions remain the same

9.2 Changes Made After Vehicle Pick-Up

The hire customer must request the change and/or extension to the provider, at least 24 hours before the scheduled vehicle return time. The provider reserves the right to refuse any changes and/or extensions, and the customer is obligated to return the vehicle on the date and time indicated in the hire contract. The provider establishes the conditions and rates relating to changes and/or extensions at the time of their acceptance. Changes and/or extensions are to be settled with the provider. Autoescape will not be held responsible if the customer does not observe the conditions set forth by the provider.

9.3 Early Return

After signing the contract with the provider, no reimbursement will be provided by Autoescape for days not used in the event of an early return.

Article 10 - Claims

Any official claim must be made in writing, and mailed to Autoescape's Customer Service (See Address Below) within 2 months of the return of the vehicle.

The necessary documents include:

  • Explanation of your claim
  • Copy of the Autoescape hire voucher
  • The hire contract from the provider
  • Any documents relating to the conditions of the vehicle (upon pick-up and return)
  • The provider's invoice
  • A copy of a bank statement displaying the amount charged by the provider (when appropriate)

The form and all the supporting documentation shall be provided online to our Autoescape client support service by clicking here.

You can also send us these documents by post, email or fax. However, the processing of your request may be slower:
- by post at our customer support service's address:

Autoescape, Service Clientèle
Spaldingstrabe 77/20097
Hamburg, Germany

- by email at the following address: info@autoescape.com
- by fax: 00.49.40.180.48.36.97.

Article 11 - Proof

The data stored in the database of Autoescape, can be used as proof relating to orders made, and can be reproduced in the event of litigation. The computer or electronic data retained by Autoescape can be used as supporting or opposing evidence, the same as any other document received, created or retained in writing

Article 12 - Applicable Law

Autoescape is a French company, governed by French law. Any disputes regarding the execution of the services performed by Autoescape, the jurisdiction will fall under the courts of Aix-en-Provence, France. Please note that in case of dispute between You and Autoescape, you may use an conventional mediation procedure or any other alternative mode of disputes resolutions as defined under French law, including by Articles 1528 and subsequent of the Code of Civil Procedure.

Article 13 - Privacy Policy And Protection

Autoescape is concerned about your private life and the protection of the information submitted, and operates under the declared legislation from CNIL number 1110207.

Certain information is essential for processing your order, which is mandatory and marked with an asterisk. Other information is optional and collected with the intention of better satisfying your needs. Mandatory information can be transmitted to our providers for the purpose of your order.

All quotations or bookings imply the acceptance of the customer to receive any communications from Autoescape. You receive the emails concerning your booking but you may also receive our commercial offers. You can ask not to receive these offers at any time by clicking on the link at the bottom of each e-mail.

In accordance with Article 34 of the law no. 78.17 dated January 6, 1978, called the Electronic and Freedom Law, you have the right to access, change, correct or cancel your personal data. You can exercise such right by sending a letter to :

Autoescape
137, rue Jacquard
84120 Pertuis FRANCE

Last updated on the 13 of January 2016