Help & Support

We are here to help you every step of the way

In partnership with Logo RAC Logo Allianz Logo

Get in touch

For whatever questions you have for us before, during or after your rental/parking

Phone
01293 569 106
8:00am-6:00pm

 

Had a breakdown or an accident?

Use the info below to get assistance from RAC or notify Allianz Insurance

Breakdown

RAC Logo

Contact RAC directly on
0330 159 8404

Quote your car registration number for roadside assistance and recovery

Accident

Allianz Logo

Call Allianz directly on
0330 102 1990

Quote your car registration number to notify the insurer about the accident

Frequently asked questions

If any terms are capitalised in these FAQs, then please have a look at the definitions table in our Terms and Conditions.

Using Car & Away as an Owner

Am I eligible to use Car & Away?

Lease cars may be acceptable but please refer to our Vehicle Eligibility Criteria.

All Owners must be;

  • Over 25 year’s old
  • Have held a licence for more than 24 months
  • Have a fully comprehensive insurance policy (our insurance replaces yours, but you need to have fully comp in place for our insurance to work)
  • Not be one of the following professions as this is required by our Insurer:
    • Professional Gambling
    • Professional Sports
    • Entertainment
    • Hawking
    • General Dealing
    • Modelling
    • Street or Market Trading

Vehicle Eligibility Criteria

  • Be less than 9 years old
  • Have less than 100,000 miles on the clock
  • Have a valid MOT where applicable
  • Be comprehensively insured in the UK
  • NOT be a company car
  • Be a UK registered vehicle
  • Insurance group of 1-45 – most makes and models of cars in the UK are accepted
  • Replacement value not more than £50,000
  • No custom modifications
  • Expiry date of vehicle tax (the tax disc) and MOT (if applicable) must be more than 30 days away

We cannot accept vans, motorbikes, motorhomes, campervans, foreign registered or imported cars.

We do not accept cars that have previously been classified as either a category C or D write off.

If your car is a lease car:

  • You must be the person who holds the lease contract
  • Your lease contract must allow, or at least not specifically exclude, sub leasing or P2P rental of your lease car (it would be prudent to clarify this with your lease company)
  • You must make us aware of any restrictions that may apply to your lease arrangement such as licence types or driver age

Lease cars – what is not covered

In the event of a claim, the insurance will cover repair to the Vehicle. However, in the event of a total loss, the insurance will cover the market value of the Vehicle but not any additional costs relating to your finance or lease agreement.

Do you accept wheelchair accessible vehicles?

Sadly, not at this moment in time.

What modifications are permitted?

Like with most insurance policies, modifications to the manufacturer's standard specification are not permitted under our insurance. This will cover all after-market modifications (such as spoilers, body-kits, customisations, racing kits etc.). Most dealer options and add-ons will be permitted (such as GPS, alloy wheels) provided they form part of the manufacturer's specification at the time of the Vehicle's purchase. However, modifications that fall outside the manufacturer's specification for your Vehicle will not be permitted, even if they are purchased from the dealer. If you are in doubt, please contact us. For modifications for wheelchair users, please see the FAQ above.

What inspires us at Car & Away?

We saw a lot of parked cars at a lot of airports all around the world and thought that wallpapering the planet with parked cars was both illogical and pointless. As both human populations and the number of vehicles on the roads grow rapidly, we thought that the world needed a smarter way to own and use cars. So here we are, Car & Away.

Who's behind Car & Away?

Car & Away’s founder is Andy Hibbert. He spent a lot of time working in the travel industry. Andy works with a team drawn from all types of backgrounds who are all committed to changing the attitude we have towards our cars, how we own and use them, and so deliver the smartest peer to peer car sharing community.

Why are you better than the competition?

There are many ways to park your Vehicle when travelling from the airport, but here’s why Car & Away offer the best solution for Gatwick airport parkers:

  • You make money whilst you are on holiday! Use this to off-set the cost of your parking or to save towards that next travel experience
  • You cannot park any closer to the terminal. It is 2 minutes walk from drop off to the Terminal building
  • Not only do you make money, but we will also clean your Vehicle inside and our meaning that you pick up a gleaming Vehicle on return
  • Uniquely, we put a telematics device in every Vehicle so we can monitor all renters driving behaviour. Good for them as they get better value insurance and good for the community as a wider assurance
  • All Car & Away Renters are carefully vetted. Please see renter criteria in Renter FAQs section
  • Assurance & Insurance: your Vehicle is important to us so we work with world leading partners to ensure that you are in safe hands
    • Allianz supply our insurance which supersedes your own insurance during the Rental Period, meaning there is no risk to your insurance policy or ratings
    • RAC are our roadside partners so your Vehicle has full breakdown, roadside assistance and recovery cover
    • OCTO provide our telematics allowing you to see how your Vehicle was driven
  • Our partnership with rentalcars.com means your Vehicle will appear as available on their site whilst you are away. This means we will find Renters for your Vehicle as they are the biggest UK car rental site!
  • Our policies are clear and transparent and you’ll find extensive guidance throughout the process on our website to make your experience run smoothly
  • We have a dedicated Gatwick-based customer team who are there to help manage the Vehicle drop off and pick up with you

How do I start?

You will need to have an Account with us. The Car & Away website is free to all who qualify to use it and agree to use it responsibly so as to create a strong community of like-minded car owners and renters.

As an Owner, you will start your journey by choosing to park your Vehicle at Gatwick Airport using Car & Away. Go to www.gatwickparking.com, enter your parking dates and select Meet and Greet – Rent to Earn, powered by Car & Away.

After paying for your parking and receiving your Booking Confirmation we will ask you to complete some additional quick steps which will allow us to collect more information about your Vehicle and get the best price when offering for rental on www.rentalcars.com.

These steps will include asking you to list your Vehicle's features i.e. SatNav, aircon and upload a photo of your Vehicle. We also ask you to complete a Condition Report (scuffs, bumps and scratches) before you arrive at the airport. All of this should take no more than 10 minutes. You can tell us if you want to limit the daily mileage the Renter drives in your Vehicle (or not) and of course give us your bank details so we can pay you!

How long does my Vehicle stay on Car & Away?

Once accepted, you can park at Gatwick South with Car & Away as many times and for as long as you wish. However, we reserve the right to suspend or cancel your participation in the case of misconduct or persistent inappropriate behaviour. We’ll also have to end your participation if you or your Vehicle cease to meet our Vehicle Eligibility Criteria.

We will be developing the capability for Owners to rent their Vehicles out from home and we will ask you if this is something you would like to consider in the Booking process.

What insurance cover do Car & Away provide?

We have arranged insurance cover with our Insurer for whenever your Vehicle is rented. Owners and Renters are covered by fully comprehensive insurance, which includes cover up to a maximum liability of £20 million for third party property (and an additional £5m for third party costs). Your vehicle itself is covered for its replacement value up to £50,000. Refer to the full policy document for more details.

This insurance cover works in parallel with your existing car insurance (which you legally must have in any case), replacing your car insurance for the Rental Period.

Any claims during the Rental Period are against the Insurance Policy – so your policy and insurance status remains unaffected.

What happens if my Vehicle is damaged or stolen while it is being rented out?

Sadly, accidents do happen. We have arranged fully comprehensive insurance cover for all Renter Members through our Insurer and Car & Away takes a deposit from each Renter to cover the excess. This means you are covered financially.

This insurance cover works in parallel with your existing car insurance (which you legally must have in any case), replacing your car insurance for the Rental Period.

Our Insurer will quickly arrange for the necessary repairs and, if appropriate, provide you with a courtesy car if your Vehicle is being repaired by an approved repairer of our Insurer. It is the responsibility of Renters to call the Insurer if they have had an accident. But if you notice some damage that you believe has been incurred during a Rental Period let us know by calling the Car & Away Help Team on 01293 569106, 8am–6pm.

In the worst case of your Vehicle being either written-off or stolen, we will supply a replacement vehicle until the insurance claim is resolved or the Vehicle found. We will ensure you are able to replace or be reunited with your Vehicle.

Is mechanical damage covered?

Mechanical damage isn’t covered by our insurance, just as it wouldn’t be covered by your regular insurance

What happens in case of breakdown?

Free roadside assistance and recovery cover is also provided by our Breakdown Provider to all Car & Away Vehicles during the Rental Period. The Renter will call the Car & Away Help Team and our Breakdown Provider to let us know that the Vehicle has broken down, and we will liaise directly with our Breakdown Provider to get back on the road.

For full details of our breakdown cover please see the RAC Breakdown Service Description document (PDF).

Who will be renting my Vehicle?

Car & Away has driver criteria that needs to be satisfied by every Renter as follows:

  • Be aged 25 years or above
  • Have held their driving licence for a minimum of two years
  • Have three points or less on their driving licence
  • No more than one fault claim in last three years
  • Hold a UK or Republic of Ireland driving licence
  • Be resident within the UK or Republic of Ireland

All Renters identities are verified and past driving records are checked before they are accepted as a Member and allowed to request to rent your Vehicle. We only accept drivers who meet the strict driving record and insurance claim history stipulated by our Insurer.

All Renters know that there is a telematics box fitted to the Vehicle which gives them the best value insurance policy, and also provides them with a driver score which will be linked to their profile and future rental requests. This provides a great transparent way for Renters to show how good their driving is.

So, there’s every reason to expect Members who want to rent your Vehicle to be good drivers. For further re-assurance you can see the reviews the Renter has received from other Owners. Car & Away will remove irresponsible Renters from the community.

After each Booking, we encourage both the Owner and Renter to rate each other. Car & Away is ultimately a community of responsible and like-minded car owners and users. All Members are expected to behave in line with community expectations.

What happens if a Renter is running late?

A Renter is encouraged to communicate as soon as possible to the Car & Away Help Team if they are running late. Remember that we know when you are returning from your travels and so will ensure your Vehicle is clean and ready to be picked up when you need it!

If the Renter is running a few hours late (this will not affect your pick up as we allow at least one day between the Renter returning your Vehicle and you picking it back up) then the Renter will be required to extend the Rental Period to cover the delay. We will ensure that you receive any extra Rental Price that is due and also make sure that the driver's insurance is extended. If the Renter is late without prior permission, overdue fees may also apply.

What if a Renter extends a rental within the period the car is available?

All extensions must be processed through Car & Away to ensure that you are paid any extra Rental Fee and to make sure that the Renters insurance is extended.

What checks do you make on Renter Members?

We undertake thorough checks. We cross-reference all personal details that we receive through a number of databases, including major insurance databases and the electoral roll. All Members must also be approved by our Insurer. We also check their licence details against the Booking details at pick up as a further identification check.

What about younger drivers?

We understand that the identity of Renters is important to you, so we only accept drivers aged 25 or over. Renters of all ages are put through the same thorough vetting process and must also be approved by our Insurer.

What do you need to know about me and my car?

We ask for your name, address, e-mail address, driver’s licence and contact number for identification and security purposes. We also need your bank details so we can pay you. We need to confirm that your Vehicle has a valid MOT and tax and is in a roadworthy condition. We also need to confirm that your Vehicle is <£50,000 in value.

We also need to know about your Vehicle – its registration number, value and features, so that we can properly identify it and then market your Vehicle to Renters. And we’ll need some nice photos of your car too!

Why do you need all these details and checks?

We need to satisfy our insurance requirements and we want to be able to give assurance to all our Renters. As an Owner, you can take comfort from the fact that we undertake thorough vetting of all Renters too.

Will any of the details I give be accessible to other members?

Renters will be able to see the make and model of the cars available to rent and images you have uploaded and your name. The car will appear as “Shaun’s Ford Fiesta”. Only when a Booking has been made will we send them the registration number.

Once a Booking is made, no personal information of either the Owner or Renter is shared with the other except for each other's name on the Booking and in the case of a dispute, further details may be shared by Car & Away in order to resolve the dispute.

All other personal details will only be used by Car & Away for checking, validation and payments. We may also share your details with our Insurer and other partners, as set out in detail in our Terms and Privacy Policy.

How much money do I make?

The good news is that 52% of the earnings from the Booking at an Airport Location go straight into your pocket. We take a commission of 40% plus VAT (totally 48%). This covers our staff, our technology and booking systems, administrative support and marketing costs and a margin for the business to continue to innovate

When do I rent my Vehicle?

When it is parked at the airport. So, say you are away for 10 days, we will clean and prepare the Vehicle on day one, rent it out on days 2-9 inclusive, and prepare it ready for your return on day 10.

Who sets the daily pricing of my Vehicle?

We will set the price for your Vehicle using market and seasonality plus your Vehicle's make, model, features and condition. We'll then vary it as needed to make sure your rates are competitive against other rental operations at the airport. Working with our partners at rentalcars.com (the biggest renter of cars in the world!) we have access to pricing intelligence that will allow you to be priced realistically and competitively.

Can I set the mileage my Vehicle does during the rental?

Yes, you can. You can set it is as unlimited or set a daily limit. A typical allowance is 250 miles per day.

Can I cancel my parking and not make my Vehicle available?

Yes you can. Please cancel the Booking only in case of absolute necessity, and give as much notice as possible.

If you have to cancel a Booking you may have to pay a cancellation fee unless you can agree a solution or compromise with Car & Away. Please see our Schedule of Charges.

What is the booking and Payment Process?

Car & Away handles all booking payments through our secure online booking facility. We take a standard insurance excess deposit of £750 from each Renter unless they buy full protection cover.

The deposit may also be used to protect you from any potential disputes over fuel, cleanliness, delay or minor damage.

What is the maximum period for a rental?

A Rental Period cannot be for longer than 3 months.

You are responsible for making sure that your Vehicle is roadworthy, clean and that any personal items and valuables have been removed before each Booking. In addition to maintaining a valid MOT (if required), we recommend that you service it to the manufacturer’s recommended standard, routinely check the state of your tyres to ensure they are legal and at the right tyre pressure, and top up washer fluid when it gets low.

You are also responsible for providing a Condition Report to Car & Away when you park your Vehicle. You can complete this ahead of time by downloading and printing from home. The Condition Report catalogues existing damage including scuffs, marks and scratches. We will run through and complete the Condition Report when you drop your Vehicle at the airport.

The damage logging process is very important to ensure a hassle-free rental. In order to protect our Members, Car & Away require both Owners and Renters to strictly comply with Condition Report requirements set out in the Terms. Failure to comply with this may result in any claim under the rental insurance being refused or the Owner being asked to contribute towards repair costs.

What does being roadworthy mean?

TYRES

New tyres have a read depth of 8mm. The legal minimum limit is 1.6mm. If tyres are at 1.6mm they should be changed immediately. We aspire to build a car sharing community where the read depth of our Vehicles is 3mm in line with manufacturers guidelines for minimum depth. Please do not bring a Vehicle to the airport with a tyre tread less than 2mm in depth. If you do we will have to change that tyre and charge you for a new one if you do.

Please see how to check your tyres tread using this link

FLUID

  • Windscreen washer fluid is present.

BRAKES & LIGHTS

  • The handbrake works
  • Headlights, brake lights, indicators and reversing lights all work

SET BELTS

Seat belts are present in front and rear of the car and work.

GENERAL

  • Engine noise is not excessive or unusual
  • The in-car entertainment and peripherals work
  • Seats adjust

WINDOWS, MIRRORS & WINDSCREEN

  • Electric windows work
  • Mirrors adjust
  • Side (wing) mirrors are not cracked
  • Any chips on the windscreen are noted

You will need to confirm that your Vehicle is roadworthy.

What is Car & Away policy on fuel?

We recommend that you provide your Vehicle with a full tank and we will ask for it to be returned full. It is the Renter’s responsibility to replace any fuel that they have used. A deposit is taken from Renters when they book, should there be any minor shortfall. If you feel that the fuel is not what it should be then this can be discussed face to face with the Car & Away Help Team at the airport on your return to the Vehicle.

Car & Away Airport Road Worthiness checks

Car & Away will also carry out a basic roadworthiness check approved by the RAC at the airport which is in line with the roadworthiness checks all Owners and Renters need to carry out.

What if I deliver my Vehicle to the airport and it fails its RAC approved roadworthiness test?

If you bring your Vehicle to the airport and it fails the RAC approved roadworthiness check as detailed above then you have the choice of us (1) fixing your Vehicle (2) returning it to standard parking. Please note that incremental costs may occur re (2).

Please note that this RAC approved roadworthiness check is limited as detailed above and is non-mechanical and non-intrusive i.e. relating to the engine and electrics. These are basic and cursory checks and the roadworthiness of the car remains the responsibility of the Owner and, by English law, the Renter to check before they drive away in the Vehicle. Please see our Terms for further details.

The Airport Parking Process Explained

What exactly happens to my Vehicle after I leave it with Car & Away at the airport?

Once you have completed and signed the Condition Report with the Car & Away representative at the airport, you will then hand over your Vehicle keys and receive a receipt confirming that this key exchange has taken place.

Your Vehicle will then be taken from the Car & Away parking bays to a secure area where will complete an RAC approved vehicle roadworthiness check. Assuming your Vehicle passes this test (see FAQ 7 for what happens if it fails) then the Vehicle will proceed to be valeted both outside and in and then returned to the Car & Away parking bays in readiness for your incoming Renter.

When your Renter returns your Vehicle at the end of the Rental Period to the Car & Away parking bays they will complete a Condition Report with Car & Away. Your Vehicle will then be taken away to be valeted both inside and out before being returned to the Car & Away parking bay in time for your arrival back at the airport.

Please note that Car & Away partner directly with Gatwick Parking, the official Gatwick Airport parking provider, to deliver the ‘Meet & Greet – Rent to Earn’ product and service to you.

Where do I find Car & Away Parking?

Directions

From the direction of London or Brighton, exit the M23 at junction 9 following signs on the roundabout for Gatwick Airport.

  • Use the filter lane and turn left at the first roundabout (J9a) following signs for the South Terminal.
  • Continue straight towards the terminal and take the 3rd turning (filter lane) on the right with the South Terminal Short Stay ticket barriers directly ahead.
  • On entering the short stay car parks drive to Car Park 2 (red), Level 2. Drive through the barrier and then directly in front of you at the end of the row to your left you will find Car & Away in parking bays 209 and 210 where a Car & Away representative will be waiting to greet you.

Entry Procedure

On arrival, pull up to the main short stay parking barrier and wait up to 10 seconds for the Vehicle registration to be scanned. If the registration is recognised, a ticket will print with the booking reference above the barcode. If not, please press the button for a ticket. Follow the road signage to car park 2 (red) level 2, pull up to the arrival barrier and press for a ticket. Photos will be taken of the Vehicle’s condition; the barrier will raise and the Vehicle can be parked. Drive through the barrier and then directly in front of you at the end of the row to your left you will find Car & Away in parking bays 209 and 210 where a Car & Away representative will be waiting to greet you.

Exit procedure

Exit the terminal on the 2nd floor and proceed to the Valet return office situated on the 2nd floor of Car Park 2 (red) parking bays 209 and 210 i.e. the same place that you dropped the Vehicle off. You will be met by a Car & Away representative who will run through the quick check out procedure with you.

Where do I park the Vehicle, and pick it back up from?

The same place. Car & Away’s parking bays are located in the Gatwick South short term car park, Car Park 2 (red), Level 2, Bays 209 / 210. The parking bays are a five-minute walk to the Gatwick South check in and bag drop areas. Exit the car park and you are within the Gatwick South terminal within one minute. Please note that if you arrive back into Gatwick North Terminal, you will need to take the monorail to the South Terminal and then follow the signs to Valet Parking.

Once you arrive at Valet Parking, the Car & Away ground team will be ready to meet you. Simply complete agree the Condition Report and hand over the keys. Expect this to take less than five minutes. The Car & Away ream will immediately set about completing an RAC check to check your car is roadworthy – as you have been instructed to deliver it – and then clean it inside and out prior to it going out on rent.

Why should I give feedback on Renters?

Car & Away follows the well-established model of rating its users through publicly visible feedback. The feedback given helps all users (both Owners and Renters) to build up a good reputation.

Good Renters can be commended and anyone not living up to the standards of Car & Away can be quickly identified.

This allows other everyone to make better-informed decisions about who to rent to, or which cars to hire.

Remember, at Car & Away we fit telematics software (a simple box attached to your battery) which allows us to see how your car is driven by your renter. This simple ABC (accelerating, braking, cornering) report will demonstrate that your Vehicle was driven with care.

What if I disagree with a rating or comment that I have received?

Renters will also rate Owners on their Vehicle's condition.

We encourage honest feedback, and will investigate ratings or comments that may be unjustified.

Email us at help@carandaway.com to request a follow up with the rating or comment concerned.

What happens if the Renter cancels?

Our Renters at Gatwick are going on travels of their own. Therefore, they are planning their life and movements carefully and unlikely to cancel. But, stuff happens and sometimes they have to. Note, they will be charged for this. Ultimately travel plans change, and thus they have the right to cancel. Repetitive cancellation behaviour will adversely affect their rating and, as such, their ability to make further rentals and ultimately we will review if they have a right to remain on the Car & Away platform.

If you have a Booking which is cancelled by the Renter, we will do our best to find you another.

What happens if I am running late on the way back to my Vehicle?

Car & Away will know when to be expecting you back to collect your Vehicle. If your return flight is delayed, please let the Car & Away Help Team know and we will amend the time we expect you; office hours: 8am–6pm, Contact our Help Team on 01293 569106

Outside of office hours: Please leave a message with the Help Team at help@carandaway.com. Your email should include: Owner's name and the Vehicle registration number. The Car & Away Help Desk Team will pick up your time-stamped communication during office hours, and ensure that the parking period is extended. Note, along extension may be at a higher parking rate than the original parking rate.

Can I extend my parking?

Yes, minimal extensions (by the hour) can be made but additional charges will be payable for longer extensions.

For extensions before the booking commences, please first contact the Car & Away Help Team (at help@carandaway.com) to make sure they are happy with the change. They may then ask you to cancel your Booking and make a new request.

For minimal extensions after the Booking has started, please follow the instructions in the FAQ above - "What happens if I am running late at the end of a rental?".

In either case, it is imperative that you inform the Car & Away Help Team of the extension so that we can extend the parking for you.

Where should I return the Vehicle to?

Please return the Vehicle to where you picked it up i.e. the Car & Away parking bays at Gatwick South Valet Parking, Car Park 2 (red), Level 2, Bays 209 and 210. We will send you and e-mail near the end of your trip to remind you of your return time and directions to the drop off venue.

Who will be held responsible for parking fees and the Congestion Charge and similar during a Rental Period?

The Renter is responsible for any parking fees, fines, charges and tolls that they may incur during the rental period. Examples include things like the London Congestion Charge, bridge and tunnel crossing charges (like the Dart Charge in London) and toll roads (like the M6 toll).

Should they incur any of these charges, Car & Away will contact the Renter to remind the Renter of payment and if the Renter fails to make the necessary payment, Car & Away will share the Renter's details with the relevant authorities or bodies seeking payment.

What happens if a tyre gets punctured during the rental?

Owners will check each tyre before coming to the airport and then Car & Away will complete an RAC check on the tyres before you pick the Vehicle up. If a Renter has any concerns about the tyres (pressures/tread depth/damage to tyre wall) they should speak raise these with the Car & Away team during the Condition Report procedure prior to driving the Vehicle from the airport.

It is the Renter’s responsibility to deal with a puncture that occurs during the Rental Period. In the first instance, the Renter should contact the RAC. If the tyre cannot be safely repaired, the Renter should contact the Car & Away Help Team before purchasing a like-for-like replacement.

The cost of a replacement will be shared equally by the Renter and Owner.

What happens if my Vehicle is returned messy?

Remember, at the airport we clean your Vehicle before we rent it out and again before we return it to you after the Rental Period. We encourage all Renters to treat the Vehicles as if they were their own.

If a Renter fails to treat your Vehicle as you would treat it, then we would like to know.

We also recommend honest feedback and ratings, so a persistent offender will find it difficult to get future rental acceptances.

We protect Owners by imposing fines on messy and inconsiderate Renters. This money can be used to get your Vehicle professionally cleaned.

What happens if my Vehicle is damaged during a rental?

We have arranged insurance cover with our Insurer, for whenever your Vehicle is rented. Any claims during the Rental Period are against our Insurance Policy – so your policy remains unaffected.

The Renter will notify us of any damage that occurs during a Rental Period as soon as they become aware and in any case within 48 hours of the end of the Rental Period, otherwise any claim may be refused.

Our Insurer will quickly arrange for the necessary repairs and, if appropriate, provide you with a courtesy car if your vehicle is being repaired in our Insurer's approved repairer. It is the responsibility of driver members to call the Insurer if they have had an accident. But if you notice some damage that you believe has been incurred during the Rental Period let us know by either emailing help@carandaway.com or by calling our Help Team on 01293 569106, 8am – 6pm.

What if the Renter drives Excess Miles to the daily amount set by me, the Owner>

Owners can set their own daily mileage limits and the Renter is responsible to pay an Excess Mileage Fee for each mile driven over the stated included mileage. The Excess Mileage Fee shall be calculated by multiplying the cost per mile set out in Car & Away Charges table by the excess mileage above the limit stipulated by the Owner at the Booking. To claim an Excess Mileage Fee, Owners should email help@carandaway.com within 24 hours with evidence of the agreed mileage limit and of its having been exceeded. This excess mileage can initially be agreed and noted with the Car & Away representative when picking your Vehicle up again on your return to the airport.

How can I resolve a problem?

We hope you have a great experience using Car & Away, but if something doesn't go to plan we want to help get it fixed and quickly.

Please see the Help and Support section on www.carandaway.com to see all options; the Car & Away Help Team, our Breakdown Provider or our Insurer.

If your problem relates to the Car & Away website or our service, or if you have an issue that you can't resolve via the contacts at Help & Support on www.carandaway.com then please contact the Car & Away Help Team via email or phone.

If you have an issue relating specifically to the insurance provided for your rental, we hope you can and will resolve it with Car & Away or our Insurer. Thereafter you also have the option of contacting the Financial Ombudsman Service.

We exist to offer the best peer to peer car rental market place for our members, so if you have any feedback at any time, we are always grateful to receive it through our Car & Away Help Team.

We have a small, Gatwick based Help Team and you will always receive a personal response and know who is working to resolve your problem and likely timelines for resolution. If we have not solved your problem to your satisfaction, then you may ask to have your issue referred to our Head of Operations. Details of our full complaints procedure are here.

The vast majority of Bookings are completed without a hitch, but occasionally things happen and in these instances, we need to apply a charge to help cover some of the costs that may be incurred by the Owner, the Renter, or Car & Away.

Charge C&A Admin Owner Inconvenience Variable Element
CLEANING: Car returned in an unacceptable state due to smoking, pets, litter, mud etc £10 £10 Up to £25 for standard valeting service. If there has been unauthorised smoking/ pets or the Vehicle is returned excessively dirty, a maximum of £60 will apply.
REFUELLING CHARGE: Car returned with not enough fuel in tank £10 £10 Cost of fuel
LOST KEYS: Car keys not returned/lost £10 £25 Cost of replacement
FINES/TICKETS: Fees for processing renter penalty/fines £10 - Cost of fine paid by renter
OVERDUE FEE: Late return of car (without prior owner permission) £10 £25 £25 per hour late
CONDITION REPORT CHARGE: In the case of a claim or call out initiated with the Insurer or Breakdown Provider, an owner is liable to a Condition Report Charge of £250 if found to have been in breach of the Terms with respect to the reporting of the Vehicle’s condition. £250 - -
Excess Mileage Fee £10 £0.30p per excess mile driven Excess Mileage Fee
CANCELLATIONS More than 72hrs 24-72hrs Less than 24 hours No Show
By the Renter Free of charge
  • the money you've paid will be refunded, minus the cost of a 3 days rental:
  • if you had booked the car for less than 3 days, there won't be any additional charge, but you won't receive any refund.
100% rental 100% rental
By the Owner Free of charge £10 per day to max 3 days £10 per day to max 5 days £20 per day to max £100

For cancellations made less than 72 hours in advance Car & Away will charge a £35 administrative charge for owners in addition to the cost shown above.

In the case of an owner ‘no show’, Car & Away will charge an £20 administrative fee in addition to the cost shown, as we need to cover our insurance costs too.

A ‘no show’ occurs if the Renter or owner is later than the following ‘pick up grace period’.

If you are running late we recommend calling the car owner or for airport bookings calling the Car & Away support team on 01293 569106 at the earliest opportunity, if you are exchanging keys face to face. This will minimise any inconvenience caused and it may be possible to extend the grace period.

Rental Period duration Pick-up Grace Period
Less than 4 hours 20 minutes
4 hours to 4 days 30 minutes
4 days + 1 hour

For airport bookings, we take a commission of 40% plus VAT when each car rental is made. This covers our staff, our technology and booking systems, administrative support and marketing costs and a margin for the business to continue to innovate. It also covers the preparation of your Vehicle before rental and when you come to pick it up.

Our Car & Away Help Team is here to provide personal support for our Owner and Renter members.

And if you have any questions that are not answered in our FAQs we would love to hear from you. Please contact memberhelp@carandaway.com or call 01293 569106 8.00am–6.00pm.

If your query relates to breakdown assistance, please contact our the RAC, our breakdown provider directly on 0330 1598404 quoting your car registration number.

If your query relates to insurance, please contact Allianz, our Insurer directly on 0330 1021990

How is my Vehicle promoted to renters?

Firstly, the best way to market your Vehicle is to follow the steps in the sign-up process within 24 hours of booking your parking:

  1. make sure your Vehicle profile information is up-to-date and completed in full i.e. all of its great features such as SatNav, air conditioning, parking assist and so on
  2. take photos to show your Vehicle in its best light. Follow the guidance on the upload page within your membership area / dashboard to ensure the Vehicle is shown at the correct angle and fills the image.

We will then send your Vehicle's photos and details to rentalcars.com and any customer searching their site for a rental car at Gatwick Airport on the dates that you have made it available could see your Vehicle alongside vehicles from all the well know rental companies such as Avis & Hertz!

Rental customers currently are unable to book an exact car knowing the car's attributes. They are offered an “or similar” proposition. Your Vehicle will stand out because we are able to do this, and also get Renters away from the airport much quicker having completed their sign-up process on line ahead of pick up. This makes Car & Away a much stronger rental proposition.

Please note, rentalcars.com are the UK’s largest car hire aggregator site.

When do I get paid?

You will start earning money as soon as Renters start using your Vehicle. We pay cash into the bank account details that you have given us within 7 working days after the end of the Rental Period.

Do I have to pay income tax on my rental income?

The rental income is taxable. You may be able to offset some of your Vehicle’s running costs against the income it generates. Your specific liability will depend on your own broader tax situation and we recommend taking professional tax advice to assess the tax due. The UK government has allowed the first £1000 of “sharing income” to be tax free. Your income from renting your Vehicle out qualifies for this.

Do I have to have OCTO Telematics fitted in my car?

Yes, to be an Owner renting their car out with Car & Away you need to agree to have the OCTO Telematics. This protects the Car & Away Owner and Renter community from car abuse and theft. It also provides the best value insurance for the renter.

Can I Keep the Telematics software?

Yes, eventually you may on the condition that you agree to become one of our ‘rent from home’ community members i.e. make a car available on an Instant Book basis to rent to drivers in your neighbourhood through the Car & Away platform.

Why Should I Keep the Telematics?

Keeping the Telematics software box is conditional on you continuing to rent out your car from home.

In addition, it will eventually allow you to access further motoring benefits thru Car & Away and our partners, such as Allianz. By providing you (the owner) with a driving rating it may allow our insurance partners to potentially offer you lower insurance premiums.

The driver rating will also provide further details helping you to understand how you might reduce your car’s running costs by saving money on tyres wear, increasing fuel economy and mitigating future potential mechanical issues that might arise as a result of the way that you are driving your car.

What if I have my own Telematics unit already fitted in my car?

Owners may continue to have their own personal telematics device fitted in the car. The OCTO Telematics unit will not interfere with this.

What data does the Telematics record?

It records ABCDE; accelerating, braking, cornering daytime / night-time driving and the environment (urban or suburban). It will record this for both your own and your Renters driving from the Home and the Renters from the Airport.

Who can see my OCTO Telematics data?

Car & Away own and control the distribution of your data.

You (the owner) and Car & Away will see your specific data. OCTO and any of OCTO’s partners who they think may be able to offer you a better insurance premium as a result of your careful driving data will only see aggregated and anonymised data representing the whole Car & Away community.

Note; the Police and other authorities can demand this data in the event of investigating a serious crime. This is obviously for the protection of all parties.

Who owns the OCTO Telematics?

At all times, the physical Telematics box remains the property of OCTO.

Using Car & Away as a Renter

Am I eligible to use Car & Away?

You must:

  • Be aged 25 years or older
  • Be a current UK or Republic of Ireland resident with a UK or Republic of Ireland residential home address
  • Hold a valid driving licence from the UK or ROI
  • Have held a full valid driving licence for a minimum of 24 months
  • Have no more than 3 points on your licence (UK and ROI licence holders) and no bans or disqualifications
  • Maximum one fault claim in last 3 years
  • Not have any non-motoring criminal convictions
  • Have referred any medical condition requiring Driver and Vehicle Licensing Agency (DVLA) notification and received authorisation granted by the DVLA
  • Not have been refused motor insurance at normal rates and terms or been declined insurance or had any insurance policy cancelled by an insurer
  • Not be involved in any of the following professions as this is required by our Insurer:
    • Professional Gambling
    • Professioanal Sports
    • Entertainment
    • Hawking
    • General Dealing
    • Modelling
    • Street or Market Trading
    • Cannot be a student in FT eductaion under 25

Is there any flexibility on the eligibility criteria?

These criteria are intentionally strict for the protection of all Car & Away users. If you have any questions about the status of your licence, please contact us to discuss.

Do you accept young drivers?

Presently we do not accept drivers under the age of 25.

What inspires us at Car & Away?

We saw a lot of parked cars at a lot of airports all around the world and thought that wallpapering the planet with parked cars was both illogical and pointless. As both human populations and the number of vehicles on the roads grow rapidly, we thought that the world needed a smarter way to own and use cars. So here we are, Car & Away.

Who's behind Car & Away?

Car & Away’s founder is Andy Hibbert. He spent a lot of time working in the travel industry. Andy works with a team drawn from all types of backgrounds who are all committed to changing the attitude we have towards our cars, how we own and use them, and so deliver the smartest peer to peer car sharing community.

Why are you better than the competition?

There are already some peer-to-peer car rental companies and many traditional rental car companies operating in the UK. But here’s why we think Car & Away offers the best solution for Gatwick airport renters:

  • We guarantee the make and model of your Vehicle unless the Owner cancels a booking, in which case we will find you an alternative car which matches as closely as possible to your original request at no extra charge. We don’t sell you this type of Vehicle “or similar”.
  • We help you manage all the rental requirements before you get to the airport – so there will be no unnecessary queues or repeating information you have already given.
  • We will never upsell you to another Vehicle – because we want you to have the Vehicle you have chosen unless the Owner cancels a booking, in which case we will find you an alternative car which matches as closely as possible to your original request at no extra charge.
  • We are located 2 minutes from the Gatwick South terminal entrance and provide the quickest and most convenient solution to get you away in your Vehicle.
  • All the Vehicles we have available are instantly bookable.
  • Uniquely, we have telematics in every Vehicle so we can provide all renters with the best value insurance and enable us to locate you quickly in the event of an incident.
  • Our partnership with rentalcars.com means we are easy to find and book. If we have a Vehicle that matches your search on rentalcars.com, it will be shown to you in your search results alongside options from more established car rental companies.
  • Insurance Excess - if you buy our Full Cover as a renter, should you damage the Vehicle, then Car & Away will pay the Excess and settle with our Insurer. There will be no hassle for you.
  • If you need to purchase extras, we will set a fair price (for SATNAVs and child seats) and this will be provided to you when you on-board yourself as a Renter (Member) having made your initial Booking with Car & Away.
  • Our policies are clear and transparent and you’ll find extensive guidance throughout the process on our website to make your experience run smoothly
  • We have a dedicated Gatwick-based Help Team so there’s a peer-to-peer expert on the end of the phone if you need one.

How do I start?

You will need to have an Account with us. The Car & Away website is free to all who qualify to use it and agree to use it responsibly so as to create a strong community of like-minded car owners and renters.

It’s quick and easy

Just find a car (through our Partner Sites such as rentalcars.com), select the Vehicle and any extras you need and the insurance protection that suits you (we always recommend full protection) and as long as you fulfil all the Driver Eligibility Criteria you will be good to go. To verify your Driver Eligibility Criteria we will need you to become a Member of Car & Away and complete the driving licence check. For UK licence holders only, we will ask you to generate a free DVLA check code which we will use to check your licence’s validity and endorsements. Subject to address verification requirements, we may also ask you to upload a copy of a recent utility bill.

We will email you after one working day to let you know if you have been accepted.

Once verified all you need to do is pick up the Vehicle ensuring you have your licence in order that we can verify your address. You can log into your Account at any time to check details around your Booking or Account.

Can I just keep using Car & Away once I have been accepted?

Once accepted, you can use Car & Away for as long as you wish. However, we reserve the right to suspend or cancel this in the case of misconduct or persistent inappropriate behaviour. We’ll also have to end your ability to use the service if you cease to meet our eligibility criteria.

We understand that personal circumstances are always changing, so you are free to take yourself off the website at any time without penalty.

Please note that if anything changes in your circumstances that affects the renter criteria, you must inform help@carandaway.com immediately.

As a renter member, can I also put my own Vehicle into Car & Away to rent out to others?

Of course, but you will have to sign up as an Owner on our website. Once you have become a qualified Owner, you are free to apply for your Vehicle (s) to be part of the community as well. We will just need some details about your Vehicle (there are criteria it must meet), a picture and confirmation of ownership.

Do I need to take out insurance cover?

No. Every rental is covered by comprehensive insurance from our Insurer. Where you’re a renter Member and the driver of the Vehicle, you will be covered by fully comprehensive insurance which includes cover up to a maximum liability of £20 million for third party property (and an additional £5m for third party costs). Refer to the full Insurance Policy document for more details. You have the option of taking the Standard Cover (which has an insurance Excess of £750) or Standard Cover – Reduced Excess (which has an insurance Excess of £250) by payment of the Excess Reduction Fee.

What is the difference between Standard Cover and Standard Cover – Reduced Excess?

Standard Cover is comprehensive insurance cover, but requires you to cover the first £750 of any claim - the Excess. This means that should an accident occur, you may lose your Excess deposit. Securing this deposit means we will need to block £750 on the lead drivers Credit Card 72 hours before the Rental Period commences. To avoid having to block this amount on your credit card, all Renters have the option to buy Standard Cover – Reduced Excess (reducing your Excess to £250), the cost of which shall be specified before you complete the Booking.

For full details of our insurance policy please see the Allianz Insurance Information here (PDF).

What happens if I damage the Vehicle I am using, or if I am involved in an accident?

Sadly, accidents happen. If you are involved in an accident, we ask that you telephone the Insurer on 0330 1021990 as soon as possible.

The Excess will be at your cost if a claim is made. In the unlikely event that you are involved in multiple incidents during a single Booking, you may be liable for multiple excess amounts. Separate excess amounts apply for tyre and windscreen damage or replacement.

As with all accidents, ensure that you get the vehicle registration and insurance details of any other parties involved, as well as any witnesses.

What happens if I break down during a rental?

We have teamed up with the RAC to provide breakdown assistance and roadside recovery for all of our Car & Away renters.

If you happen to break down, please notify call the RAC directly on 0330 1598404, quoting the car registration number. RAC response times are fast, so you should be on your way in no time.

For full details of our breakdown cover please see the RAC Breakdown Service Description document (PDF).

What checks do we make on Renters?

We undertake thorough checks on both Owners and Renters at Car & Away.

We cross-reference all personal details that we receive through a number of databases, including DVLA, major insurance databases and the electoral roll.

We obtain a DVLA check code for every Renter which allows us to verify their driving history and ensure that they meet the criteria set by our Insurer. It takes around 30 seconds and we only need these codes every 6 months. You can get your code at: www.gov.uk/view-driving-licence. The check code allows us to verify your driving history.

Why do you need all these details and checks?

Both from an insurance point of view and to give reassurance to our Owners, we want to ensure that the experience of using Car & Away is a fulfilling one for all parties. As you would expect, we are equally vigilant in checking the Owners and their Vehicles as well, to ensure that the Vehicles that are available for you to rent are to the standard required to meet your needs.

What do you need to know about me?

We ask for your name, address and contact number for identification and security purposes. In addition, we ask that you complete a driving licence check (DVLA for the UK, Drive Ireland for the ROI). These checks will be used to check your licence's validity and endorsements.

Will any of the details I give be accessible to other Owners or Renters?

All personal details will only be used by Car & Away for checking, validation and payments. We also share your details with our Insurer and other partners, as set out in detail in our terms and conditions and privacy policy. Once a Booking is made, no personal information of either the Owner or Renter is shared with the other except for each other's name on the Booking and in the case of a dispute, further details may be shared by Car & Away in order to resolve the dispute.

What does the telematics unit do?

We use telematics in every Vehicle in order that we can provide the best value insurance proposition to every Renter and find them quickly in the event of an incident. The telematics device will provide a driver rating for all Renters, stored on their dash board and visible to Owners whose Vehicle they have booked. We strive to deliver the most assured peer to peer car sharing community, and as such want to show that our Renters are the best and most respecting drivers around.

How do I book a Vehicle?

You can search for Vehicles on our Partner Sites including rentalcars.com using Gatwick Airport as a location. The price you see is inclusive of comprehensive insurance (Standard Cover) and our commission, so there are no hidden costs. Select the Vehicle, add the extras you need and choose either Standard Cover or Standard Cover – Reduced Excess (which is extra cost) and complete the booking. After booking, you will need to become a member of Car & Away so we can complete the licence check process. By taking five minutes to do this from the comfort of your own home will mean you avoid the lengthy queues and up-sells or traditional car rental companies allowing for quick and convenient exit from the airport. The booing process will generate a confirmation e-mail telling you everything you need to know about picking your rental car up.

We will need to take the Excess deposit through blocking funds on your card. We do this 72 hours ahead of arrival – again helping with those cumbersome queues and waiting processes that traditional rental companies prefer.

Remember, whatever Vehicle you choose, once your Booking is confirmed, cancellation charges will apply unless you can cancel more than 72 hours in advance.

What if I need a car at short notice?

Search rentalcars.com using Gatwick airport as a location and you will only see Car & Away Vehicles that are actually available on the dates that you need them.

Do you offer vans?

Not at this moment in time.

Can I add an additional driver?

Yes, but all Additional Drivers must complete the Car & Away licence checks and become a Member. This can be done at the time of the original Booking or the cost for an Additional Driver will vary depend on the duration of the Rental Period. If you need to add another driver after the booking has been made please contact help@carandaway.com before the hire commences.

How do I locate my Vehicle at the start of a Rental Period?

All our rental cars are located close to the terminal in red short term car park, Level 2, bays 209 and 2010. The booking confirmation e-mail will contain the location of the Vehicle. You can always call our Help Desk on 01293 569106

What is the maximum period for a rental?

A Rental Period cannot be for longer than 3 months.

What happens if the Car & Away Vehicle that I rent is damaged or messy when I pick it up?

Firstly, after the Owner drops the Vehicle off at the airport and before you pick it up from us, Car & Away will complete an RAC ‘road-worthiness’ check on the Vehicle to ensure it is in suitable condition to be rented out. This check covers the same aspects defined in the Owner and Renter responsibilities of the Terms. Whilst we do this check, all Renters need to check the cars are road worthy before the drive away.

We clean the Vehicle both inside and out before you pick it up from us. Car & Away will have completed a Condition Report (bumps and scratches) with the Owner so will make you aware of any existing damage prior to your Rental Period. We will review this Condition Report together when you pick the Vehicle up and you can add any omissions if required before completing.

You are responsible for any damage that occurs during the Rental Period i.e. scuffs, marks and scratches. Further details about what to do at pick up and drop off are set out in your Booking Confirmation. We all know that there will be wear and tear on the Vehicle, and make allowances for this. The Owner is responsible for making sure that their Vehicle is roadworthy, full of fuel, clean and that any personal items and valuables have been removed before each rental.

You should return the Vehicle in the same state, and with a full tank of fuel.

The damage logging process is very important to ensure a hassle-free rental. In order to protect our community, Car & Away require both Owners and Renters to strictly comply with condition reporting requirements.

Car & Away trust everyone to comply with the standards set out in the Owner-Renter relationship. However, we maintain the right to apply a Condition Report Charge if you fail to take the required actions with respect to damage reporting.

What is the Car & Away policy on fuel consumption?

It is the Renter’s responsibility to replace any fuel that they have used. We recommend that the fuel tank is full at pick-up and is returned full at the end of the Rental Period. That’s makes it very simple for all parties.

Where do I pick the car up from?

Car & Away’s Vehicles are located in the Gatwick South red short term car park, level 2. We have specified parking bays – numbers 209 and 210. The Vehicles are a five-minute walk from the exit of the Gatwick South arrivals baggage hall. Exit the hall and follow the signs to Valet Parking. Please note that if you arrive at Gatwick North Terminal, you will need to take the monorail to the South Terminal and then follow the signs to Valet Parking.

Once you arrive at Valet Parking, the Car & Away ground team will be ready to meet you. Simply complete the visual driving licence check, agree the Condition Report and the keys will be hand over to you. Expect this to take less than five minutes.

Why should I give feedback on the Car & Away experience?

Feedback helps members (both Owners and Renters) to build up a positive reputation.

Owners that keep their Vehicles clean, full of fuel and roadworthy can be publicly praised, and anyone not living up to the community expectations for Car & Away can be quickly identified. This allows other Owners and Renters to make better-informed decisions about who to rent to, and which Vehicles to hire.

What if I disagree with a rating or comment that I have received?

We don’t like fake news and post truths! Honest feedback is required each and every time. Car & Away will investigate ratings or comments that may be unjustified. Email us at help@carandaway.com if this happens to you.

What happens if the Owner cancels?

Our Owners are parking at Gatwick and going on travels of their own. Therefore, they are planning their life and movements carefully and unlikely to cancel. But, stuff happens and sometimes they have to. Ultimately the Vehicles are the private property of the Owners, and thus they have the right to cancel. Repetitive cancellation behaviour will adversely affect their rating and, as such, their ability to make further rentals and ultimately we will review if they have a right to remain on the Car & Away website.

If you have a Booking which is cancelled by the Owner, we will find you an alternative Vehicle which matches as closely as possible your original request with no extra charges.

What happens if I am running late at the end of a rental?

Please note that Car & Away know when the Owner is returning to the airport to collect their Vehicle and therefore understand exactly how you being late may impact them. Vehicles should be returned as close to the booked times as possible.

So, this is important! If you know that you are going to be late returning the Vehicle, you need to ensure that the Car & Away Help Team is notified and that the insurance is extended. If not you will be driving without insurance, which is illegal and means that you will have no cover if there is an accident.

During office hours (Mon–Fri: 8.00am–6.00pm, Weekends: 8.30am-5.00pm): Contact our Help Team 01293 - 569106 or email help@carandaway.com as soon as possible and in any event before the Rental Period is due to finish. We will liaise with the Owner to extend the Rental Period where possible, and extend the insurance. Please note that the later you call, the less likely it is that we are going to be able to achieve this. You will be charged the cost of the Extended Rental Period.

Outside of office hours: Please leave a message at least 60 minutes before the Rental Period is due to expire, with the Car & Away Help Team at help@carandaway.com to request an extension. Your email should include: driver's name, the Vehicle registration number and the required extension period (minimum is 1 hour). The Car & Away Help team will pick up your time-stamped communication during office hours, and ensure that the Rental Period is extended. You will be charged the cost of the extension (minimum 1 hour), and possibly further charges. The extension may be at a higher rate than the original rental.

Your email will serve as your insurance extension, so it is essential that this is received 60 minutes before the scheduled end of the rental period. If your request is not received by this time, your insurance will not be deemed to have been extended and you will be driving illegally without insurance.

Running late is inconvenient for the Owner, and potentially costly for you with extension costs. Avoid this stress and when booking consider adding an extra hour to your Rental Period if you think there’s a chance you might be late.

Can I extend a rental?

Please do not expect to extend a Rental Period by more than a few hours. The Owner is returning to the airport and will need their Vehicle back. When booking each Vehicle we help by showing you exactly how long the Vehicle is parked for so you can also see the possible extension periods should you need to extend.

Yes, minimal extensions (by the hour) can be made but additional charges will be payable.

For extensions before the Booking commences, please first contact the Car & Away Help Team (at help@carandaway.com) to make sure they are happy with the change. They may then ask you to cancel your Booking and make a new Booking Request.

For minimal extensions after the Booking has started, please follow the instructions in the FAQ above - "What happens if I am running late at the end of a rental?"

In either case, it is imperative that you inform the Car & Away Help Team of the extension so that we can extend the insurance for you; please remember that if not you will be driving without insurance, which is both illegal and means you will have no cover if there is an accident.

What if I drive excess miles to the daily amount set by the Owner?

Owners can set their own daily mileage limits and the Renter is responsible to pay an Excess Mileage Fee for each mile driven over the stated included mileage. The Excess Mileage Fee shall be calculated by multiplying the cost per mile set out in the Schedule of Charges and the excess mileage above the limit stipulated by the Owner at the Booking.

Where should I return the Vehicle?

Please return the Vehicle to where you picked it up. The Car & Away parking bays are located at Gatwick South short stay parking, car park 2 (red) level 2. We have specific bays numbered 209 and 210. We will send you and e-mail near the end of your Rental Period to remind you off your return time and directions to the drop off location. We will also remind you to return the Vehicle with a full fuel tank.

Will I be held responsible for parking fees and the Congestion Charge and similar during a Rental Period?

Yes, you are responsible for any parking fees, fines, charges and tolls that you may incur during the Rental Period. Examples include things like the London Congestion Charge, bridge and tunnel crossing charges (like the Dart Charge in London) and toll roads (like the M6 toll).

Should you incur any of these charges and fail to pay them when due, Car & Away will contact you to remind you of payment and if you fail to make the necessary payment, Car & Away will share your details with the relevant authorities or bodies seeking payment.

What happens if a tyre gets punctured during the Rental Period?

Drivers need to check each tyre before starting their Rental Period. If a Renter has any concerns about the tyres (pressures/tread depth/damage to tyre wall) they should speak with the Car & Away team member during the Condition Report procedure prior to driving the Vehicle from the airport.

It is the Renter’s responsibility to deal with a puncture that occurs during a rental. In the first instance, the Renter should contact the Breakdown Provider. If the tyre cannot be safely repaired, the Renter should contact the Car & Away Help Team before purchasing a like-for-like replacement.

The cost of a replacement will be shared equally by the Renter and Owner.

How can I resolve a problem?

We hope you have a great experience using Car & Away, but if something doesn't go to plan we want to help get it fixed and quickly.
Please see the Help and Support section on www.carandaway.com to see all options; the Car & Away Help Team, our Breakdown Provider or our Insurer. Each Booking Confirmation will have the contact details for all instances (breakdown, accident etc.)

If your problem relates to the Car & Away website or our service, or if you have an issue that you can't resolve via the contacts at Help & Support on www.carandaway.com then please contact the Car & Away Help Team via email or phone.

If you have an issue relating specifically to the insurance provided for your Booking, we hope you can and will resolve it with Car & Away or our Insurer Thereafter you also have the option of contacting the Financial Ombudsman Service.

We exist to offer the best peer to peer car rental market place for our members, so if you have any feedback at any time, we are always grateful to receive it through the Car & Away Help Team. Please email feedback to help@carandaway.com

We have a small, Gatwick based Help Team and you will always receive a personal response and know who is working to resolve your problem and likely timelines for resolution. If we have not solved your problem to your satisfaction, then you may ask to have your issue referred to our Head of Operations c/o 1st Floor, 1 Hotspur Lane, Wooburn Green, High Wycombe, Buckinghamshire HP10 0AA

The vast majority of rentals are completed without a hitch, but occasionally things happen and when it does we need to apply a charge to help cover some of the costs that may be incurred by the either the Owner, Renter or Car & Away.

Charge C&A Admin Owner Inconvenience Variable Cost
CLEANING: Car returned in an unacceptable state due to smoking, pets, litter, mud etc £10 £10 Up to £25 for standard valeting service. If there’s been unauthorised smoking/ pets or the Vehicle is returned excessively dirty, a maximum of £60 will apply.
REFUELLING: Car returned with not enough fuel in tank £10 £10 Cost of fuel
LOST KEYS: Car keys not returned/lost £10 £25 Cost of replacement
KEYS LOCKED IN CAR Need RAC to access £10 - Cost of RAC access
FINES/TICKETS: Fees for processing driver penalty/fines £10 - Cost of fine paid by driver
OVERDUE FEE: Late return of car (without prior permission) £10 £25 £25 per hour late fee
CONDITION REPORT CHARGE: In the case of a claim or call out initiated with the Insurer or Breakdown Provider, an Owner is liable to a Condition Report Charge of £250 if found to have been in breach of Car&Away Terms and Conditions with respect to the reporting of the Vehicle’s condition. £250 - -
Excess Mileage Fee £10 £0.30p per excess mile driven -
CANCELLATIONS More than 72hrs 24-72hrs Less than 24 hours No Show
By the Renter Free of charge
  • the money you’ve paid will be refunded, minus the cost of a 3 days rental
  • if you had booked the car for less than 3 days, there won’t be any additional charge, but you won’t receive any refund.
100% rental 100% rental
By the Owner Free of charge £10 per day, to Max 3 days £10 per day to max 5 days £20 per day to max £100

For cancellations made less than 72 hours in advance Car & Away will charge a £35 administrative charge in addition to the cost shown above.
In the case of a ‘no show’, Car & Away will charge a £20 administrative fee in addition to the cost shown, as we need to cover our insurance costs too.

A ‘no show’ occurs if the Owner or Renter is later than the following ‘pick up grace period’.

If you are running late at the start of a Rental Period, we recommend calling the Car & Away Help Team at the earliest opportunity. This will minimise any inconvenience caused to them and they may be happy to extend the grace period.

Rental Period duration Pick-up Grace Period (excluding flight delays)
1-5 days 1 hour
6-10 days 1 hour
10 days + 1 hour

For Airport Location Bookings, we take a commission of 40% plus VAT when each Booking is made. This covers our staff, our technology and booking systems, administrative support and marketing costs and a margin for the business to continue to innovate. This is already included in the price you see when you search for a vehicle.

Our Help Team is here to provide personal support for our Owner and Renter members.

And if you have any questions that are not answered in our FAQs we would love to hear from you. Please contact help@carandaway.com or call 01293 569106 8am-6pm

If your query relates to breakdown assistance, please contact RAC directly on 0330 1598404 quoting your car registration number

If your query relates to insurance, please contact Allianz directly on 0330 1021990

Do I have to have OCTO Telematics fitted in my rental car?

Yes, to be a Renter renting a car with Car & Away you need to agree to have the OCTO Telematics. This protects the Car & Away Owner and Renter community from car abuse and theft. It also provides the best value insurance for the renter.

The driver rating will also provide further details helping you to understand how you might reduce a car’s running costs during the rental by saving money on tyre wear, increasing fuel economy and mitigating future potential mechanical issues that might arise as a result of the way that you are driving that car.

What data does the Telematics record?

It records ABCDE; accelerating, braking, cornering daytime / night-time driving and the environment (urban or suburban). It will record this for the period of your rental.

Who can see my OCTO Telematics data?

Car & Away own and control the distribution of your data.

You (the Renter), the car’s Owner and Car & Away will see your specific data. OCTO and any of OCTO’s partners who they think may be able to offer you a better insurance premium as a result of your careful driving data will only see aggregated and anonymised data representing the whole Car & Away community.

Note; the Police and other authorities can demand this data in the event of investigating a serious crime. This is obviously for the protection of all parties.

Who owns the OCTO Telematics?

At all times, the physical Telematics box remains the property of OCTO.