We have prepared the following frequently asked questions to help you understand our operations and processes. If you have any question that is not answered here please contact us [email protected]
FREQUENTLY ASKED QUESTIONS
How can I book with DriveTime?
Booking with us is very simple. You can book with us through our Website or with your mobile or give us a call at 1(758) 450-4445. Fill in the required information. Once we have received your payment, we will send you a confirmation email for your booking.
Do I have to be a registered user to book a vehicle?
Yes, all users must be registered to make a booking and rent a vehicle.
Will I be charged to register on DriveTime website?
No. Registration on the website is FREE of charge to all users.
What documents do I need to present to DriveTime during my booking and/or when I pick up my vehicle?
You will need to present the following:-
- Original Driver’s Licence, National ID or Passport – main driver (no photocopy);
- Original Driver’s Licence, National ID or Passport – additional driver(s) – (no photocopy);
- If the information on your driver’s licence is not written in the English Language and/or the characters cannot be read, an International driving license would be mandatory. PLEASE NOTE that your international driving licence must be accompanied by your normal driving license.
- Credit card in the main driver’s name used to pay for the rental. If you have prepaid for your booking, you must bring the same credit card used for the prepayment. We accept the following cards: Mastercard and Visa.
- Arrival and departure dates and times, whether by airline or vessel
- Local Driver’s Permit (Available through our Agents)
How many days in advance do I need to reserve my vehicle?
We will accept reservations up to your arrival date. However, we recommend that you book your car at least 2 weeks in advance during the high season, as our vehicles may become sold out.
Can I rent a vehicle if I’m under 25 or over 65?
No. Our insurance policy requires that renters must be 25 years of age and a holder of an original valid driver’s licence for no less than 3 years. Persons over 65 years of age must supply an original doctor’s certificate.
Persons who are below 25 years and wants to rent with DriveTime will be subject to an excess under an insurance arrangement, which we would inform you of during the booking process.
Can I rent a vehicle with a provisional driver’s licence?
We do not accept provisional driver’s licence. You must be a holder of an original full driver’s licence, which you will need to present at pick-up.
Are additional drivers allowed?
Yes. Each additional driver(s) must meet the same age and seniority requirements as the main driver and must be included before the booking is complete. Like the main driver the additional driver(s) will be required to present his/her valid original license (no copy) and will be required to sign the rental agreement.
Is there a minimum rental period required?
A minimum of 3 days rental is required when making an online booking. In high season, from December to May, a minimum of 7 days rental is required. If you need any assistance with your online booking, please contact [email protected]
Will I get the exact vehicle model displayed during the booking?
During the booking process, we will display images of similar vehicles in the same category. Unfortunately, we cannot guarantee that we will have the exact same model available. However, you are entitled to a vehicle in the same category, holding the same amount of passengers and with the same luggage capacity.
What should I do if I haven’t received confirmation of my booking?
Your booking confirmation should reach you via email within 48 hours. Please check your email spam folder if you are receiving mail from DriveTime for the first time. If you haven’t received the confirmation email, please contact us at [email protected]
Can I change my booking?
Yes. Our booking system allows you to make changes with ease. You just need to fill a change request form on our online portal. We require 48 hours to process your request. In the event that we need to contact you, please provide on the form a valid email address or phone number.
Depending on the extent of the change (for example an arrival date later than the original booking period), an additional cost may apply. The additional cost will be communicated before completion of your booking.
What happens if I cancel a booking?
The Renter may cancel a booking one (1) week prior to the reserved pick-up date, in order to receive a full refund. If the booking is cancelled later than 1 week a charge of one day’s rental on the specific category of vehicle booked will apply.
DriveTime offers you many ways in which to pay for your booking. Each of the three payment options are treated differently when the booking is cancelled.
- If you did not prepay for your booking, there will not be a cancellation fee.
- If you prepaid for your vehicle the following conditions will apply:-
- If you cancel your booking 7 days ahead of pickup time, you will not be charged. You will receive a full refund less a processing fee of US $50.00. This will also apply to pre-paid deposits
- If you cancel the booking less than 7 days, but at least 24 hours before your specified pick up time, you will be refunded the booking amount minus a cancellation fee of US $75.00. This will also apply to pre-paid deposits.
- If you cancel your booking in less than 24 hours before your specified pick up time, you will not be entitled to a refund.
Will I be charged if I don't show up for my booking?
In the event that a customer does not show for a reservation, no refund will be issued.
Will my rate change if I modify my reservation?
Changing the dates or number of days of your existing booking may change the daily rate. This will depend on whether the make and model of the vehicle chosen is still available or whether the rental rates have been adjusted.
What is Pre-Authorisation?
A pre-authorisation is used to confirm that your credit card details are valid. It works by charging $1 to your nominated credit card and refunds the same amount back after the card is verified. If you do not go ahead with a vehicle booking, the pre-authorisation expires, usually within 2 – 3 business days
Does DriveTime provide a Rental Agreement?
Yes, prior to the handover of the vehicle, the Renter must read the Rental Agreement, being a legally binding document. DriveTime’s Agent and the Renter, and any additional drivers must sign the document to confirm the rental. A copy is provided to the Renter.
How to contact roadside assistance?
Roadside assistance is available 24 hours a day, seven days a week, by calling these numbers – 1 (758) 450-4445 or 1 (758) 716-8117. Roadside assistance occurs due to technical, mechanical or circumstantial failure not attributed to the Renter, e.g. engine failure, accident.
Please contact DriveTime immediately. There is no need to organize the troubleshooting of the vehicle yourself or your return to your place of stay. Customer support organizes:
- On-site troubleshooting or towing the vehicle to the nearest garage.
- Returning home or continuing the journey.
How can I get the very best deals?
You’ve come to the right place. There are a few ways to save with DriveTime. We have a peak season – December to May and low season -June to October. The more flexibility you have in your rental dates, the more you can save. The deal that you strike or special rates benefited depend on when you travel and for how long. When you find a great rate, book it fast before someone else does. The best rental car rates are usually offered on weekends or long holidays and the longer your stay the better the daily rate you are likely to get. Look out for our special deals and other discounts that can help you save.
How will I have to pay for the rental?
As a means of convenience, we have made available two payment options:
- Prepaid Deposit – Pay an amount at the time of booking to secure the vehicle and the balance will be taken no less than 2 days before the pick-up date.
- Pre-Paid – Pay the full amount for the vehicle at the time of booking.
For bookings of more than 1 month: Renters will be charged the first three weeks in advance as well as a Deposit to cover any additional charges. A second payment is required 14 days later. Thereafter all future payments will be charged to the Renter on a monthly basis.
Can I book without a credit card?
Yes. You can make a booking without a credit card. Please note that even if you choose to pay by debit card, you will have to provide a valid credit card in the driver’s name at the time of pick-up since we require a credit card from which to take the security deposit.
We accept the following credit and/or debit cards for pick-up of a vehicle: MasterCard, Visa, as well as Cash and Travelers Cheques.
When will I receive the final rental invoice?
The final rental invoice will be given as soon as the rented vehicle is returned.
Is there a mileage charge?
We offer FREE unlimited mileage.
Who pays for the Damage Liability?
In the event of an insurance claim for vehicle damage, the Renter must pay the Damage Liability. This amount is shown in the Rental Agreement.
What costs are included in the rental price?
The rental price includes third party liability protection, unlimited mileage and breakdown assistance. Ensure that you check the rental terms and conditions at the time of booking.
What could be additional charges?
At DriveTime, we ensure transparency by NO HIDDEN COSTS. All of our additional costs are clearly stated in the rental terms and conditions at the time of booking. General additional charges that may be applied for collision damage waiver, additional driver(s) and car seats. Any additional charges will need to be paid directly to DriveTime’s Agent in the US currency or local equivalent currency.
What are my choices for Extra Protection (EP)?
Also referred to as Damage Collision Waiver (DCW). This is NOT an insurance. It is a waiver that removes the responsibility for damage to the rented vehicle. The rate per day per driver is US$15.00.
If CDW, is declined, the Renter accepts full responsibility up to US$1,500 for loss, damage, or loss of the vehicle caused by accident, fire or theft, regardless of who is at fault.
If CDW is accepted, responsibility for damages is reduced to US$500.00 provided the vehicle is operated in accordance with all conditions of our Rental Agreement. CDW does not cover damage to tyres, rims, vehicle canvas tops, windscreen damage or cigarette burns to upholstery.
How much do you charge for deposit?
When you rent with DriveTime, a security deposit is held, depending on the category of vehicle that you are renting.
The security deposit covers the additional costs and any damage that would occur during the rental. The amount of the deposit is detailed during the payment of the rental, and will be refunded within plus / minus 10 working days, if everything went well.
Can I get a discount for returning the vehicle earlier?
No, as per our terms and conditions we are unable to provide a refund for the unused days should you return the rented vehicle earlier than originally arranged.
Is there a charge for drop-off at a different location?
Yes. An extra fee is charged if you wish to return the vehicle at a different location. We will clearly state the fee at the time of booking.
Do you charge for late pick-up or drop-off?
In case of a delay, you must inform DriveTime as soon as possible.
We reserve the right to apply a Late Pick-Up/Return Charge of US$15.00 to compensate us in part for the costs we incur in finding an alternative vehicle to satisfy our next booking for your vehicle and for our administration costs in contacting you to return the vehicle.
This charge is not applicable, if you can verify that you are not responsible for the delay.
Do you arrange for Local Driver’s Permit?
For your added convenience local Driver’s Permits are issued by our Agents at the time of pick-up at a rate of US$12.00 for One Day or US$23.00 from 2 days to 3 Months.
Drivers whose licence was issued within the OECS region, as well as drivers who are holders of an international drivers licence are not required to acquire a Local Permit. Drivers who carry an International driver’s licence are also required to show their domestic drivers licence as support.
What service do you offer for young children?
An added benefit to renting with DriveTime is the availability of car seats for babies and toddlers. We provide car seats and boosters seats at a rate of US$3.00 per day.
What happens if I do not clean the vehicle at the end of the rental period?
You must return the vehicle in the same condition as you received it at the beginning of the rental period. In normal use, you do not have to clean the vehicle, however, a quick cleaning is advised.
In case of major dirt on the exterior, e.g. mud, dirt caused by driving on an unpaved road, etc., or interior (mud on carpets, sand, crumbs, etc.), the vehicle must be cleaned. If the vehicle is returned abnormally dirty or requiring professional services, you must pay DriveTime, a compensation, depending on the category of vehicle for cleaning inside and outside the vehicle.
Will I have to refuel the vehicle on return?
Each vehicle will be delivered with a half tank of fuel. The Renter must return the vehicle with the same amount of fuel that the vehicle came with. A charge, based on quarter tank per gallon, will be applied to your final rental invoice.
Please note, our fuel policy can change without notice. Fuel rates are subject to change with national fuel pricing.
What optional extras do you offer?
The following optional extras are available for selection when booking on-line, as well as at the time of pick-up and are not included in the rental price.
We offer the following optional extras:-
- Additional driver
- Child Car Seats
- Collision Damage Waiver
When will I be charged for optional extras?
For optional extras that you select as part of your booking, you will be charged when you are collecting your vehicle or through on-line booking.
What happens if the car gets damaged or is involved in an accident?
In the event of damage, the Renter must contact DriveTime immediately.
If the damage is deemed to be non-fair wear and tear, the Renter must pay for the repair of the damage up to the Damage Liability amount shown in the Rental Agreement. In the event of an accident, the Renter must comply with the relevant state laws, such as checking whether anyone has been injured and report the accident to the police and DriveTime.
Do I need to carry out any vehicle maintenance during the rental?
Our vehicles go through preparation checks prior to any rental and also, at the pick-up time. Since we award unlimited mileage, you will be required to perform customary inspections on the following:-
- Fluid checks, such as oil level, water for windshield and tyre pressure
- Keep aware of any signals for warning lights on the vehicle dashboard.
If you notice any of the above signals, please call customer support.