Frequently Asked Questions
What is the minimum age I can hire a car?
You have to be between the ages of 25 to 75 years of age to hire from us. You also have to have held a full driving licence (not learner or restricted) for a minimum of three years.
Do I need to pay the full amount on booking?
No. All you pay when booking is a deposit of £40, you will be shown the total price at the checkout*.
Prior to the hire date we will contact you for documents and payment details for the balance of the amount due. We process both the balance of the payment and the pre-authorisation amount (insurance damage excess) just prior to the hire date. Please ensure that you have given us the correct card details and that you have sufficient credit on your card for both the payment and the pre-authorisation amount.
*On rare occasions the final price charged may change very slightly due to a particular driver's or drivers' insurance details. This will be notified to you on the day of the hire. If there are additional drivers, this will increase the final price charged. The final price shown in the booking form is for one driver only.
What documents do I need to bring with me?
If you are a UK citizen with the new style driving licence MUST produce both the photo card and Convictions Verification Page from the DVLA Database and a proof of address (bank statement, utility bill, etc.) dated within 3 months of the hire.
If you are not a UK resident, we require to see your driving licence, your passport and a copy of your accommodation booking. Full details of documentation required is in our terms and rental agreement.
Where will I be met and will there be someone there?
You choose any of the following from our list of options - Armadale*, Kyle of Lochalsh, Portree or Uig, you will be met at the pick up location and we will then take you to our nearest collection point** to your car and to complete the insurance documents. A member of our team will be there in each instance, we don't do unattended collections or returns.
For Greshornish Campsite we deliver the car and collect at the end of the hire. During the winter months pick ups / collections are dependent on weather conditions.
* Armadale available summer timetable only (April 2017 to mid October 2017). No Armadale pick ups during winter timetable (23 October 2017 to mid April 2018).
** Main collection points are Broadford and Borve.
Can I pick up or drop off the car out of office hours?
Only by prior arrangement. Pick ups out of our normal hours can be arranged within reason. We do need to check the vehicle on the completion of the hire, this is normally within the usual hours of between 08:30 and 17:00 (Mon - Sun). Pick ups / drop offs outwith these times may attract an additional charge.
Where do I return the car to?
You have the choice when making your reservation of your departure point. When your hire is over, we will meet you at our nearest collection point to that departure point (Broadford or Borve) and then take you on to Armadale, Kyle of Lochalsh or Uig. If Portree is your drop off point, when you pick up the car we will tell you where in Portree to return it.
What is the minimum hire period?
Our minimum hire period is two days. If you wish to end the hire earlier on the second day, just add a note to the booking stating your end time. If you wish your hire to begin and end in Portree, subject to vehicle availability we can sometimes accept 1 day hires. You cannot book these online, please use our online enquiry form and we will let you know our vehicle availability. One day hires are not available for any other pick up / drop off location apart from Portree. Please note cars are hired by the day, not by the hour.
Can I drive on my own insurance?
Sorry, no. When you hire a vehicle from us the cost of insurance is included in the hire cost and is not optional. We arrange the insurance for the hire with our own insurers.
What is covered on the insurance?
The hire insurance covers you for the following: Loss of or damage to the vehicle from: Accidental damage*, Vandalism and malicious damage, Fire including self ignition, lightning & explosion, Theft or attempted theft or taking of the vehicle without permission. Your liability under the Road Traffic Acts for: Death or injury to other people including passengers (unlimited), Damage to property up to £2,000,000, Emergency treatment fees, Legal fees for representation at a coroners inquest, fatal accident enquiry or court of summary jurisdiction, Defence costs in prosecution for Manslaughter or death by reckless driving up to £5000.
* Subject to the insurance damage excess* on the policy - see next question.
What is the damage excess (deductible) on the insurance?
There is a minimum of £1,500 damage excess* on the insurance policy, also known as a deductible. This is the amount that you are liable for in the event that damage is caused to the vehicle while on hire to you. Any amount over the damage excess is covered by the insurance.
We apply the amount of the insurance damage excess as a pre-authorisation to your credit card. The amount is not taken from the card, it is applied against the available credit on the card. In the event that damage is caused to the vehicle while in your care, we will estimate the cost to repair it and contact you prior to making any charge.
We advise that you take out an insurance policy to cover this insurance damage excess prior to the start of the hire. If you do so, you will be able to reclaim any charge for damage that you incur while the vehicle is on hire to you.
What is the Motor Uninsured Loss Recovery service?
The Motor Uninsured Loss Recovery service will provide access to a 24 hour accident help line, free legal advice and a dedicated claims handler to attempt to recover any uninsured losses you may incur as a result of a non-fault accident. Uninsured losses, may include, but are not limited to Personal Injury Compensation, Policy Excess, Loss of Earnings and Alternative Transport Costs.
Choosing this option adds £1.70 per day to the cost of the hire.
This does not replace the damage excess on the insurance which we still apply as a pre-authorisation to your card.
Do I need to put fuel in the car?
Our vehicles come with a full tank of fuel when you pick them up. You have the choice of returning the vehicle with a full tank of fuel, or alternatively you can pay an extra charge and we will refuel the vehicle.
Can anybody else drive the car?
If you wish to have an additional driver to drive the vehicle, just add a note to the comments section of the booking form. The additional driver will need to be insured and we will contact you for the full details of the additional driver. There is an additional cost if you add additional drivers.
Do you allow pets in the car?
We are sorry, but we do not allow pets in our vehicles. This is in the interest of other hirers who may have allergies to animals. The only exception is for registered guide dogs; our permission must be granted before the hire.
Can I put a bike rack or other accessory on the car?
We are sorry, but we do not allow any accessories of any type to be fitted to the exterior of the vehicle. These include aerials, bike racks, roof carriers, roof racks, tow bars, etc. The fitting of any accessory without our permission would result in your hire insurance becoming invalid.
What is your cancellation policy?
Our policy regarding cancellations is that reservations must be cancelled by email, HM Hire will not accept cancellations by telephone. Your written cancellation request notice must be received within a minimum of 14 days in advance of the start date of the rental. Cancellations made less than 14 days prior to the reservation will be subject to a cancellation fee.
The booking deposit is non refundable. Cancellations made 48 hours or less prior to the reservation will be subject to the full cost of the hire being deducted. In the event that you do not collect the vehicle and did not follow our cancellation procedure, all money paid on the supplied credit / debit card shall be retained. In all cases an administration fee of £10 is charged irrespective of when the cancellation is made.
We process both the balance of the payment and the pre-authorisation amount (insurance damage excess) just prior to the hire date. If we are unable to process either of these transactions due to a problem with your credit card, we will attempt to contact you by both e-mail and telephone to obtain an alternative card number. In the event that we are still unable to process these transactions, your hire will be deemed to have been cancelled by you due to the fact that the contract has been voided by virtue of non-payment of all sums due.
Are my payments secure?
Yes. All transaction information passed between merchant sites and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. HM Hire does not hold your personal information or your card details on our own web servers.
Is my data secure?
All personal information entered into our booking system is transferred to the server running our reservation system using TLS (Transport Layer Security). As for your payment information, once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data Sage Pay holds is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.