FAQs

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

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    • Top 10

      question What is Hertz 24/7?

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

      Members can book vehicles online or via phone for an hour, a day or up to a week. As a member, you'll get 24 hour access to vehicles where you live, so you can connect to the people and places that matter.

      question How does it work?

      Joining is easy and only takes a few minutes. Apply online or over the phone. Find a vehicle online, reserve it (a non prepaid credit card is required to book) unlock it using our keyless access and drive away.

      question How do I contact Hertz 24/7?

      If you have any questions, speak to a member of the team at the dedicated Customer Care Centre on (+39) 0269633716. Alternatively, email us at HertzIT247@hertz.com or use the 'Contact us' form on the site. If you'd rather write to us, our address is: Hertz 24/7, Hertz Italiana Srl, via del Casale Cavallare 204, Rome, Italy

      question How can Hertz 24/7 benefit me?

      Hertz 24/7 gives you the freedom to use a vehicle only when you need one - from one hour to a whole week. You only pay for what you use and what's more, insurance, cleaning, maintenance and 24/7 breakdown cover and 20 km are provided with each booking.

      question How much does it cost?

      It's FREE to become a Hertz 24/7 member. Once you've signed up, the only other cost is the use of a car or van. You can rent from € 17.50 per hour including 20 km. For extra mileage we charge between € 0.20 to € 0.25 per km. Minimum rental age is 23 years with at least one year of valid driving license.

      question Where does it work?

      You will find our vehicles in many countries. Hertz 24/7 currently has vehicles located in UK, France, Germany, Spain, Netherlands, Belgium, Australia, and the US. Watch this space for more countries.

      question How do I reserve a vehicle?

      Members simply log in online or on smart phone, select a vehicle and choose how long they need it. Our Customer Care Centre can also book a vehicle for you. Phone bookings are available from 08:00 until 23:00.

      question When can I use it?

      Our vehicles are available 24 hours a day, 365 days a year.

      question Who uses carsharing?

      Everyone. Its perfect for: Smart city folk who don't want the hassle and cost of owning a vehicle in the city. Suburban commuters who don't want to use public transport. The occasional shopper who needs boot space for their bargains. Savvy business owners that don't want to pay fleet costs. Green conscious motorists who want to help the environment. And day trippers who want something fun to drive on their time off.

      question How will I be charged?

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

    • Joining

      question Which vehicles are available?

      We've selected a great range of cars for city driving. The cars vary in size, emission levels and performance, so you can pick the one that best suits your needs. We're adding to the range all the time, so watch this space. We also have vans on fleet – perfect for shifting those larger loads, and electric vehicles giving you the opportunity to drive emission free!

      question What are the qualifications?

      You must be 23 years of age with a valid driving licence for at least one year. To drive, you'll also need a valid credit card and be able to provide proof of your address. It also helps if you give us your mobile number and email address so we can send your reservation details to you.

      question How will I know if I have been accepted?

      A Customer Care agent will inform you.

      question What is the duration of my membership?

      Membership is free for life.

      question How do I access my vehicle?

      15 minutes prior to your rental you will receive a Carfirmation message containing a 6-digit access code. When you get to the vehicle you've booked, simply enter the code on the Pin Pad behind the windscreen to unlock the doors.

      question Can I give my pin code to anyone else?

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

      question How will I know if the reservation is confirmed?

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

      question What do I need to bring with me?

      You'll need your mobile phone and your driving licence. It's also a good idea to bring a copy of your reservation confirmation too, especially if you're not too familiar with the car's location.

      question Where do I find the vehicle?

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

      question Who pays for fuel?

      We do. It's one of the benefits you can enjoy as a Hertz 24/7 member. If the vehicle has a fuel card under the sun visor you may use this card to refuel. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

      question Is payment secured?

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

    • Booking

      question What happens if my contact details change?

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

      question What happens if my driving licence status changes?

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

      question How do I change my mailing preferences?

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

      question What happens if I forget my pin code?

      You can request a new pin code to be sent to your mobile phone should you lose it.

      question Are there any fees for changing my reservation?

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

      question How far in advance can I book a vehicle?

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

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

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

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

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

      question Are there fees for cancelling my booking?

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

      question How do I extend my reservation?

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

      question What happens if the vehicle breaks down?

      Simply call the Customer Care Centre using the communication system in your vehicle. 24-hour breakdown is included as one of your many member benefits, so just let us know the situation and we'll sort everything out.

      question Does Hertz 24/7 offer corporate rates?

      Absolutely. Just use our 'Contact us' form to get in touch and one of our Business Development Managers will arrange a chat to discuss how we can help your business save money, hassle and time.

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

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

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

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

      question How are your vehicles maintained?

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

      question What credit cards do you accept?

      We accept all major credit cards.

    • Your journey

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

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

      question How do I unlock the vehicle?

      Easy. Just enter the 6-digit access code on the Pin Pad on the driver's side of the windscreen and the doors will unlock automatically.

      question What happens if the vehicle doesn't start?

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

      question What if there is damage on the vehicle?

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

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

      If there is not enough fuel in the tank, please drive to the nearest gas station to refuel. The fuel card sits behind the sun visor. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

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

      No problem. Just push and hold the Connect button for six seconds. One of our team from the Customer Care Centre will call you back using the in-car communication.

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

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

      question What happens if I return the vehicle late?

      It's important to return the vehicle on time as another member may be waiting to use it. If you think you're going to be late, please let us know. If you return the vehicle late without letting us know, you'll be charged the full rental fee, plus additional over-run charges. If you let us know in advance, we'll reduce the final fee depending on the situation.

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

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

      question Can I return the vehicle early?

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

      question How do I fill the vehicle up with fuel?

      You can fill up the vehicle in exactly the same way as any other car or van.

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

      We hope that all our members will leave the vehicles they use clean and tidy. If your vehicle isn't clean, please let us know. If you want to put the vehicle through a car wash, that's fine. Just use the fuel card to pay for wash.

      question Can I carry pets in the vehicle?

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

      question Do you provide child seats?

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

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

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

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

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

      question What happens if I get a ticket or fine?

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

      question Do I have to pay any fines directly?

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

      question What are the additional charges?

      There are no hidden charges when you use a Hertz 24/7 vehicle. Even the fuel is free. The only extra costs to be aware of is the 20-25 cent per kilometer charge once you exceed 20 kilometers travelled in one of our cars. In case of damage there is an excess of €400.

      question Can I smoke in the vehicle?

      For the comfort of other members, please do not smoke in any Hertz 24/7 vehicle.

      question How will I find the vehicle?

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

      question Where should I return the vehicle?

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

      question Where do I find the keys?

      Once you've unlocked the vehicle using your access code you will find the keys located near the steering wheel.

      question How do I contact the Customer Care Centre?

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

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

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

      question Can members drive a vehicle during another member's booking?

      No, unfortunately not. Only the member that has booked the vehicle is permitted to drive.

      question How do I lock the vehicle?

      The same way you opened it. Simply place enter the 6-digit access code on the Pin Pad behind the windscreen on the driver's side.

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

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

      question What happens if the vehicle breaks down?

      Just press the Connect button for six seconds. This will alert the Customer Care Centre who will call out roadside assistance. 24-hour breakdown is included as one of your many member benefits so there's nothing for you to worry about.

      question What should I do if I have an accident?

      We're here to help. Contact the Customer Care Centre, either by pressing the Connect button for six seconds or dialling (+39) 0269633716. We will make all the arrangements from there.

    • Billing, fees and insurance

      question Who pays for fuel?

      We do. It's one of the benefits you can enjoy as a Hertz 24/7 member. If the vehicle has a fuel card under the sun visor you may use this card to refuel. After you've finished using the vehicle, please make sure the tank is at least a quarter full.

      question What other charges might I get?

      Other than kilometer charges (where applicable) hopefully none. All we ask is that you take good care of the vehicle and return it on time at the right place with the fuel tank at least a quarter full.

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

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

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

      question What if I get towed away or clamped?

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

      question Will my credit card cover my damage fee?

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

      question Is the insurance included in the cost?

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

      question What does the protection cover me for?

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

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

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

      question Do I have to pay any excess?

      If the vehicle is damaged, there is a loss, or if the vehicle is stolen, you'll only pay an excess of €400. If the repair cost is less than the applicable excess, you'll only need to pay that amount, plus an administration fee.

      question Will my personal car insurance cover my damage fee?

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