Straight answers, no small print.

We hire you a replacement car on credit after a non-fault accident. You do not pay for it up front. We recover the hire charges from the at-fault driver's insurer. The agreement you sign explains when you could be asked to pay, for example if the accident turns out to be your fault or your account was not true.

Nothing up front and nothing during the hire on a non-fault claim. The at-fault insurer is asked to pay for the car, recovery and storage. If the claim later fails because the evidence does not support your account, you could become responsible. We tell you clearly where you stand before a car is delivered.

No. An excess is what you pay when you claim on your own policy. We do not claim on your policy, so there is no excess to pay. If you were paying for hire yourself, any excess for damage to the hire car would be in your written quote before you booked.

Only in the situations set out in section 5 of our terms: the accident is found to be your fault or partly your fault; the account you gave was untrue or inaccurate and the claim fails because of it; you do not co-operate with reasonable requests; you keep the car longer than reasonably needed or after we ask for it back; you breach the hire agreement, for example an unauthorised driver; or you cancel outside the agreement after delivery. If any of these happens we write to you first, with the amount and why, and give you a reasonable time to respond before anything is due.

We deal with the insurer and, where needed, instruct solicitors to recover the charges. We keep you informed in your portal. We cannot promise the result. If a claim starts to look at risk we tell you before any charge could fall to you. See our terms, section 5.

Yes. The daily rate is shown in your portal and in your agreement before you sign. It is claimed from the at-fault insurer, not from you, in the ordinary case.

Nothing is deducted from your settlement without your written agreement. Hire, recovery, storage and repair charges are claimed from the at-fault insurer as separate heads of loss, not from your compensation. We take no payment for injury referrals.

Before delivery you can cancel at any time at no charge. Where you sign online or away from our premises you also have 14 days from the day after signing to cancel the agreement. Because most people need the car straight away, we ask you to confirm you want the hire to start inside those 14 days. If you then cancel within the 14 days, you may have to pay for the hire already provided. After delivery, ending the hire early for a good reason, such as your own car coming back sooner, changes nothing. See our terms, section 8.

Inside London, within 2 hours of your claim being confirmed by a handler, subject to availability and traffic. Further out, we tell you the delivery time before you agree. You watch the delivery in your portal.

Your registration, your contact details and what happened, in your own words. Photos, licence and insurance documents can follow. The sooner you report, the sooner the car arrives.

Car: within 2 hours inside London. Repairs: often 1 to 3 weeks, depending on parts and the repairer. Settlement of the claim: usually weeks to a few months, longer if liability is disputed. Every step shows in your portal as it happens. We do not control the insurer's speed, so we do not promise an end date.

Yes. Your portal shows letters sent, calls made, repair updates, the daily rate and what has been agreed. You do not have to chase us to find out what is going on.

Yes. Tell your handler before any work is authorised. We arrange estimates and approvals with the repairer you choose.

Tell us the same day. What they offer, and when, matters to your claim. You are not obliged to accept an offer from the other side's insurer, and we explain what it would mean before you decide.

No. We provide accident management and paralegal services. We are not a firm of solicitors. Where a claim needs a solicitor, for example to recover charges through the courts, we instruct one and tell you.

A car of the same class as yours. Economy, standard, executive, people carrier or electric. If we can only offer a lower class, we say so before delivery and the rate reflects it.

Delivery and collection, a condition report with time-stamped photos at both ends, and fuel or charge to return at the same level. Fines, tolls, congestion and ULEZ charges while the car is in your care are yours. Only named drivers may drive it and it cannot be sub-hired. Insurance cover for the car and any excess for damage are set out in your agreement.

Yes, we list electric vehicles when they are available. What is on the fleet changes. Your handler confirms what can be delivered on the day.

You keep the replacement until the at-fault insurer agrees a pre-accident value and pays, within the limits in your agreement. We help you check the valuation with evidence of comparable cars. We do not decide the value and we cannot promise the figure.

While your car is being repaired, or until a total loss is settled, within the limits in your agreement. Your handler confirms the end date rather than leaving you to guess. Keeping the car longer than reasonably needed is one of the situations where charges could become yours.

We deliver TfL-licensed, PCO-plated cars ready for Uber, Bolt and other operators. We also file the TfL 72-hour vehicle-change notification so your licence stays in order while your car is off the road.

Yes. If your licensed vehicle changes, TfL must be told within 72 hours. When we deliver your plated replacement we file the notification with the new car's details for you.

Loss of earnings can be claimed from the at-fault insurer with evidence: your Uber or Bolt statements, bank records and the days you could not work. We itemise it in your schedule of loss. The insurer decides what it pays.

Not through us. We claim from the at-fault driver's insurer, not your policy, so there is no claim on your policy to affect your bonus.

It means no claim is made on your own policy and no excess is paid. It does not mean the accident never happened. Most policies require you to tell your insurer about any accident, and you must answer honestly if asked about accidents at renewal. Your insurer records it as a notification, not a claim. How each insurer treats a notification is their decision, not ours.

It happens often. Their insurer must prove their case, not assume it. We collect your photos, dashcam, witness details and a damage map, and ask them to set out exactly what they rely on. Read our guide on disputed liability.

There is still a route, through the Motor Insurers' Bureau. Report it to the police and get a reference. We run the MIB claim for you.

No. We do not advise on, value or pursue injury. If anyone was hurt we point you to a specialist solicitor, with your permission, and we are not paid for that. The car and vehicle claim still run with us.

Your driving licence, proof of address, your insurance certificate and, for PCO drivers, your private hire driver licence. For the claim itself: photos of both cars and the scene, any dashcam footage, the other driver's details, and receipts for anything you have paid out. For loss of earnings, your platform statements and bank records. Send what you have; we ask for the rest.

Only the people needed to run your claim: the at-fault insurer, engineers, repairers, recovery agents and, if you agree, a solicitor. We only write to third parties about your accident once you have signed an authority. Our privacy policy lists each purpose.

Yes. Your portal shows your signed agreements, every document you have uploaded and every letter sent. Your own account of the accident is time-stamped and locked so nobody can edit it later. You can also ask us for a copy of your personal data at any time.

Yes. Agreements, authorities and the condition report are signed electronically. We record the time, IP address and device. You can ask for a paper copy at any time.