Who you are booking with

Chen Motors is the party you are contracting with for your rental. The Pilota platform provides the booking engine; it is not a party to the rental contract.

Price and payment

The first price shown to you is the all-in daily rate — insurance, VAT, and any mandatory fees are included. No surprise charges at checkout.

A refundable deposit of £400 is held on your card at booking. It is released within 48 hours of return, subject to fuel level and any damage.

Additional miles, late return, and fuel shortfall are billed at the rates shown on the vehicle detail page.

Age, licence, and verification

Drivers must be 23 or older with a full licence held for at least 12 months. Under-25s pay a young-driver surcharge.

Licence verification uses ComplyCube. The licence copy is deleted 90 days after the rental ends.

Cancellation

Free cancellation up to 24 hours before pickup. Cancellations within 24 hours are charged one day at the booked rate.

No-shows forfeit the full booking.

Vehicle use

UK rentals: the vehicle may not leave the UK without prior written consent and a VE103 form.

No off-road driving, racing, towing without consent, or permitting anyone not named on the agreement to drive.

Smoking in the vehicle incurs a cleaning fee.

Liability and insurance

Every rental includes comprehensive insurance with a £750 excess. You can reduce the excess at checkout.

Traffic offences (speeding, parking, tolls, low-emission-zone charges) are your responsibility; we pass the notice to you and the issuing authority.

Disputes

These terms are governed by English law; the courts of England and Wales have exclusive jurisdiction.

Before litigation, please contact us at 0121 449 8800 or via the site chat — most disputes are resolved the same day.