How to return a van without extra charges or misunderstandings

Prepare the van's return in advance

Returning a van without extra charges isn't a matter of luck, but of fifteen minutes' preparation. Almost all the unpleasantness at the end of a rental comes from three things: an empty tank, a delay and undocumented damage. All three can be dealt with in advance.

A full tank is a rule, not a recommendation

You pick up the vehicle with a full tank and return it full. Fill up at the last petrol station before the location, not thirty kilometres before. The vans run on diesel, so be careful which nozzle you reach for at the pump. Keep the receipt; it's the simplest proof.

Return it to the same place

The van is returned to the location where you picked it up. It sounds obvious, but when moving across the whole city it's easy to get mixed up. Check the address in your booking before you set off back.

Allow time for traffic and parking

The last half hour of a rental always takes longer. Plan your arrival with time to spare, allowing for queues and for the few minutes that refuelling takes. Returning after the agreed time is an unnecessary extra item.

If you're running late, get in touch early

An extension agreed in advance is always better than a delay. Deal with it the moment you realise it won't work out, not an hour after the deadline.

Go through the terms the day before

Most misunderstandings arise because the renter only reads the terms once a problem has occurred. Check what condition the van should be returned in, what counts as normal dirt and how damage is reported. Ten minutes' reading the evening before is better than arguing on the spot.

Allow time for cleaning

The van doesn't have to be returned gleaming, but not muddy and full of rubbish either. After transporting soil, building materials or animals, expect cleaning to take more than a few minutes. A swept cargo area and rubbish cleared out of the cab are the minimum expected of you.

Check the van's equipment

Everything that was in the van belongs back in it. The warning triangle, hi-vis vest, jack, wheel wrench and the documents in the glovebox. If you took something out during the rental to make room for the load, put it back before you set off for the location.

Plan your last fill-up around opening hours

Not every petrol station near the location is open around the clock. You can pick up and return the van at any time, but the petrol station may be closed at night. If you're returning late in the evening or early in the morning, check in advance where you'll fill up, so you don't end up driving round half the city for a full tank.

A final check before you leave

Clear out the cargo area

The van is returned empty and swept. Leftover cardboard, soil from flowerpots, gravel or sawdust mean extra work, which may be reflected in the final bill. A brush and dustpan in the boot of your own car are a small thing that pays off.

Go through the cab

The things most often forgotten are chargers, documents and items in the door pockets. Look under the seats, in the cup holder and behind the sun visors. Throw away rubbish and take all your belongings with you.

Photograph the van as thoroughly as at pick-up

Photo documentation at the return mainly protects you. Photograph all four sides, the bumpers, sills, wheels, mirrors, windscreen, cargo area and the dashboard showing the fuel gauge and the odometer reading. Take the photos in good light, not in an unlit underground car park.

Put the keys back where they belong

The keys are left in the passenger-side compartment. The return is contactless via the web app, so follow the steps it shows you. Don't lock the van before you've finished taking photos.

Park so that the van can be picked up

Leave the vehicle in a place where the next renter can get to it. Don't drive into remote rows, don't block the way through and don't leave the van wedged between other cars. Before you leave, check that the windows are closed, the lights are off and the handbrake is on.

If something has happened

Tell us

Reported damage is easier to deal with than discovered damage. A scuffed bumper or a windscreen cracked by a stone isn't the end of the world. The amount of the excess depends on the cover package you chose when booking, and that's information you should know before you set off.

Don't top anything up yourself

If the van reports a fault, contact the rental company and don't experiment. Your own repairs and topping up fluids usually make the situation more complicated.

Keep your confirmation

Keep the proof of payment and the photos to hand for a few days after the return. Payment is made online by card, so the transaction can be traced, and together with the photos that's everything you'd need for any query.

Booking and cancellation

A booking can be cancelled free of charge up to 72 hours before the start of the rental. If you know in advance that the date won't work, deal with it in good time. You'll find details on pick-up and return in the FAQ section and more tips on our blog.