FAQs

Subscription Rental with Karzoom enables you to rent a vehicle from 1 to 3 months, with the option to renew after 3 months, from car Dealers that we have partnered with. These Dealer Partners will provide you with your vehicle, whether that is delivered to your home or collected from a Dealer site (*this will vary by Dealer). Not only will you receive excellent customer service from your Dealer, the vehicle you receive will be the one you choose (or be upgraded). Our fully-inclusive package offers as standard: Roadside Assistance, vehicle servicing (where applicable), fully comprehensive insurance and all taxes, meaning you get peace of mind and we can get you on the road in no time.

• Be tax resident in the UK • Have a UK or EU Driving Licence • No more than 2 claims in total in the last 3 years, or more than 1 fault claim • No more than 6 penalty points • Have no excluded conviction codes or professions • Pass our ‘Know your Customer’ document and background checks

Yes, when you first take a car on subscription, you will submit your details on our website. We will also issue you with a login and password so you can access your account more easily for any future bookings you make.

The minimum age to hire a car with Karzoom is 23 years of age and the maximum is 70.

We accept Full UK and EU licences, but the Main Driver must be tax resident in the UK.

Yes, this is assuming that we have an automatic car for you to use. Please make us aware of this via the Contact Us page on the website. We will check vehicle availability and will let you know what vehicles are available and at what price. Please be aware that the vehicle choice may be more limited.

You have to be a UK tax resident to have a car subscription through Karzoom.

The process of reserving a car on subscription involves you entering your reservation details (required dates, location, preferred car and your personal information) and then a QUOTE is raised. We will then send you a FINAL price once we have carried out our insurance checks, along with a payment link. This payment link will be for the first month’s rental plus any other optional services chosen, such as Additional drivers or delivery.s and charges.

We aim to have a car delivered or ready for collection within 5 days of providing you with the initial quote. This allows Karzoom time to carry out the necessary validation checks and also for the Dealer to prepare the car and arrange delivery, or collection from one of their Rental Locations (where available).

The car that is allocated to your reservation will be the specific brand and model that you have chosen wherever possible, however we cannot guarantee a specific model trim or colour. If, for whatever reason, your car model choice is not available we will look at offering you an equivalent vehicle class that matches your needs and any alternatives that may be available.

The minimum Rental Period you can rent a Vehicle for is 30 days/1 month and the maximum is 90 days/3 months. After 3 months you can renew your Subscription for a further 1 to 3 months. Please note that Rental Periods are in blocks of 30 days and NOT a full calendar month

Our Dealer partners can sometimes cover large areas of the country and we have divided the country up into regions by county from which each Dealer partner will service their customers. On the homepage there is a drop-down menu of the different counties that are serviced, with more information on the Rental Locations page. Please choose the county you live in, or your nearest county. If it is not on the list, then please contact us as we still may be able to help you.

10 days prior to the end of your subscription period, we will send you an email with a Jotform to complete, whereby you can inform us of your intention to extend and if there has been any ‘change in your circumstances’ that would affect your insurance quotation, for example a change of address, motoring offences etc. If this is the case, when we carry out the insurance checks again and the price may vary for the rental extension. We will inform you of the new price, check the vehicle’s availability and you can decide if you want to extend or return the vehicle. If you would like to extend and the total rental period exceeds 3 months in total, we will send you a new Rental Agreement to electronically sign and deduct the fees from your credit card accordingly, or via your Direct Debit mandate. Each Rental Agreement is limited to a 3 month Rental Period. If the vehicle is already reserved for another customer when your rental period finishes, then we will look at alternatives for you and try our best to get you a suitable car and the associated cost for that replacement vehicle. Please note, If you would like to extend your rental for a further period, then the Jotform needs to be completed AT LEAST 7 DAYS PRIOR TO THE END OF THE CURRENT RENTAL PERIOD

If you would like to cancel your booking please get in touch with us via the Contact Us page on our website. For our full cancellation policy, please refer to our Terms and Conditions, however this is a brief summary: - You may give notice to cancel your initial booking within 14 days without giving any reason. This cancellation period will expire 14 days after the day on which your reserve a vehicle. To exercise this right to cancel, you must inform us of your decision to cancel this Agreement in writing. - If you request a vehicle within this 14 days period, you will lose all rights of cancellation If a Driver cancels a rental: a) more than 14 days before commencement of the Rental Period (but outside of any cooling off period), a Cancellation Fee of £15 will be charged to cover the costs incurred of administering the initial booking, collecting the initial payment and administering a refund; or b) less than 14 days before commencement of the Rental Period, a Cancellation Fee will be charged equivalent to one Rental Month plus the fees for any Optional Services selected at the time of making the reservation along with any mandatory charges related to your specific reservation; or c) during the Rental Period, you will be liable to pay a Cancellation Fee calculated as follows: i. the fees associated with the current Rental Month plus a notice period of one Rental Month (subject to the fees never exceeding what would have been payable for the entire Rental Period); plus ii. any Optional Services selected at the time of making the reservation for the remaining period as defined in our Terms and Conditions along with any mandatory charges related to your specific reservation.

If you would like to return your car early then please tell us via the Contact Us page on our website. If you would like to return the car before the end of the agreed Rental Period, then you are liable to pay the remainder of the current Rental Month, plus one rental month’s notice. There will be no notice period charge if you are returning the vehicle in the last rental month as per your Rental Agreement; in that case you just remain liable for the Rental Fees and any fees for Optional Services for the remaining days of that Rental Month and no refund will be provided. If, for example you have rented the Vehicle for 2 months and return the Vehicle after 7 weeks you will not receive a refund. Your Security deposit will be refunded, assuming there are no Additional Charges. If, for example, you have rented the Vehicle for 7 months and after 2.5 months and you no longer require the vehicle, you will have to give us a 1 month’s notice plus the remaining period of the current month, so 6 weeks in total. Any rental period after that will not be charged for and your Security Deposit will be refunded, assuming there are no Additional Charges. If you would like to return your vehicle early then please contact us no less than 5 working days notice so that the collection, or returning, of the vehicle can be arranged.

We accept Visa, Mastercard and American Express via our payments partner, Stripe. Once you have confirmed your reservation, we will send you a Direct Debit mandate to complete for all subsequent payments.

We cannot accept Cash or Paypal when making a booking.

Yes, we accept both debit and credit cards, but not any pre-paid cards, in accordance with our Terms & Conditions.

We will charge you in advance for the first month’s Rental Month plus any optional services selected and any vehicle drop off fee where applicable. A Security Deposit of £500 will also be charged against your card 24 hours before the Rental Period commences, which will be refunded at the end of the Rental Period, assuming there are no Additional Charges to account for.

24 hours prior to the commencement of the Rental Period, we will charge your credit card £500 for the Security Deposit.

The Security Deposit will be held until after the return of the vehicle, and it has been confirmed that no Additional Charges or fees are due. We may still charge your credit card after your Rental Period is over if you have incurred other charges or fees that we need to recover from you (e.g. parking or speeding fines).

The payment for the first Rental Month will be taken at the time the Reservation is confirmed, whilst any payments for subsequent Rental Month's will be collected automatically via Direct Debit or your credit/debit card on the same date each month so to coincide with the commencement of the start of your subscription. We will send you a confirmation email of each transaction.

Some Rental Locations will allow you to collect the car directly from their premises, while others may only provide cars on a drop off and collection basis, at the Driver’s home address (it may be possible to use an alternative address where authorised in advance). When you proceed through the booking system and get to optional EXTRAS, you will be able to see the collection and delivery options available.

Please let the Rental Location know if you’re running late, but if you are more than 120 minutes late, or arrive outside of the Rental Locations opening times, it may be that you will not be able to collect the car until the following working day. Unfortunately, you won’t be credited for any rental days lost.

Many of our Rental Locations offer a Vehicle drop off and collection service, at an Additional Charge. If your selected Rental Location offers this service and does not allow collection from their premises, it will be a mandatory option when completing the reservation.

We would ideally like to deliver your car to your home address so we can ensure that the car is being left at the location matching the booking, with the person who made the booking. If you would like the car delivered elsewhere then please Contact Us and we will see what can be arranged.

Please have the following documents with you: 1. UK or EU Driving Licence, 2. Booking confirmation email – printed or on a phone, and 3. The Credit/Debit Card that you made the booking with.

When we send you the Reservation Email with the FINAL price, we will confirm a vehicle delivery/collection date. In the 48 hours prior to the Rental Period commencing, the dealer will be in touch with you with an estimated delivery time slot for vehicle delivery (where that service is offered and selected).

The dealer will be in touch with you no less than 48 hours prior to your car being delivered, so please ensure you are in and ready to receive it. If the delivery driver is running late or early they will do their best to inform you of this. If you are not in when the car is delivered, we will have to return the car and arrange another delivery time and you will be charged for this service. Please note that the Driver who booked and paid for the rental MUST be present to collect the Vehicle. A spouse/partner, friend, family member or any Additional Driver cannot receive the car.

When the car is delivered to your home address or you are collecting from a Rental Location, both you and the delivery agent will conduct a ‘walk-around’ to ensure that you are happy with the vehicle condition; the photographs that have been taken of the car; the fuel level and the mileage. You will then be asked to sign a Rental Agreement (electronically or on paper) and this will be emailed to you.

If you are more than 60 minutes late in returning the car to the Rental Location then unfortunately you will be charged for another day’s rental on a day rate basis including any Optional Services taken at the time of booking. This also applies if you do not make the car available for collection from the agreed address.

All cars must be returned during the Rental Locations location’s opening hours and as detailed in your Rental Agreement.

The dealer will be in touch with you no less than 48 hours prior to the car being collected, so please ensure you are in to hand over the car. If the collection driver is running late or early they will do their best to inform you of this, as sometimes they take public transport. If, however, you are not in and the car cannot be collected then this is classed as a ‘FAILED COLLECTION ATTEMPT’ and you will have to pay the necessary costs involved with regard to a re-collection attempt, insurance costs and any extra rental days and optional services for each day the Rental Period continues.

When the car is collected from your home address or returned to a Rental Location, the same ‘walk-around’ as when receiving the car will be conducted and any issues, such as: damage; excessively dirty; excess mileage; low fuel level will be noted. Any Additional Charges will be charged to you separately or deducted from your Security Deposit. A full list of all Additional Charges is available in our Terms and Conditions

Please do your best to clean up any litter and mess in the car. If the car is returned in a state that is deemed excessively dirty, then you will be charged a valeting fee plus an Administration Charge. A full list of all Additional Charges is available in our Terms and Conditions.

A total of 1,000 miles is included for each Rental Month you have the car. When you make the reservation, you may have the option to increase your monthly mileage allowance for an Additional Charge. Your final mileage allowance will be stated clearly on your Rental Agreement. Please see our excess mileage policy in our Terms and Conditions for more information.

If you are using more miles than your Rental Agreement allows, then we may contact you, or you can contact us and we can look at increasing your monthly mileage allowance. We offer additional mileage packages at an additional charge depending on the vehicle class chosen.

You are requested to return the Vehicle with the same amount of fuel as when you collected your Vehicle. Where an electric vehicle (“EV”) is provided, the car should be returned with the equivalent battery level as when the car was first collected/delivered to you. If this is inconvenient, you will be charged for the fuel/EV Charge used at the rate stated in our Terms and Conditions.

You are not permitted to take the car outside of the United Kingdom (i.e England, Scotland, Wales and Northern Ireland only) unless you have purchased the European Travel Service Option. If you have purchased this option then you can drive in any European Union country, for any period of up to 30 days, for a maximum period of 90 days in any 12 month period, subject to requesting this at the time of making the reservation along with the associated Optional Service Fees. You are also required to obtain a Vehicle on Hire Certificate (VE103).

We provide Roadside Recovery as part of your car subscription, the contact details for which will be on your Rental Agreement. Please refer to our Terms and Conditions as Additional Charges may apply in certain circumstances.

No, but it is something we might do in the future, so watch this space!

We do not currently provide these at any of our Rental Locations, if this changes we will update this FAQ.

Smoking or vaping in any subscription car by any of the drivers or passengers is strictly prohibited and will lead to a valeting charge and an Administration Charge for which you will be liable to pay.

No, pets are not allowed unfortunately.

If the Dealer receives a fine or toll charge that was incurred by you during the Rental Period then the dealer will transfer the liability of the fine/penalty to your name. We will contact you to let you know and we would advise that the fine/penalty is paid as soon as possible to avoid any further charges. You will be charged an Administration Charge for managing the process.

All Karzoom subscription cars have Comprehensive Insurance from Extracover Limited (trading as Zego), as detailed in our Terms and Conditions. You will also receive all of the necessary insurance documentation in advance of you collecting your subscription vehicle.

No, you cannot reduce your insurance excess. For vehicles with a market value less than £50,000: ● Accidental Damage excess - £1,000 ● Fire and Theft Excess - £1,000 ● Windscreen Excess - £250. Those Vehicles with a market value between £50,000 to £100,000: ● Accidental Damage excess - £2,500 ● Fire and Theft Excess - £2,500 ● Windscreen Excess - £500.

If you are unfortunate enough to have an accident whilst driving your subscription car, then please call the following number immediately to report the accident to our insurance partner (Zego): 01908 300 490. Also, please call the police and get a police report for crime reference number. They will then talk you through the next steps, including completing an Insurance Claim Form. Please do not admit liability for the accident, but do take any photographs of the incident and exchange details with every individual involved and witnesses.

Telematics are used by our Insurance partners (Zego) and are fitted to all subscription vehicles throughout their Rental Period. These devices are not to be tampered with under any circumstance; they are there to monitor the safety of the insured vehicle as well as driver behaviour and are a key component of the insurance solution. If you, or any Additional Drivers, are deemed to have demonstrated ‘extreme driver behaviour’ then you will be notified. After three notifications, you will be asked to return the Vehicle by a specific date or a collection date will be agreed with you in accordance with our Terms and Conditions. We will also advise you from what date you and any Additional Drivers will not be insured to drive the Vehicle. Vehicles collected/returned for this reason will not realise any refund of Rental Fees or Optional Service fees for the remaining period of the current Rental Month.