Car & Van Hire: Frequently Asked Questions (FAQs)

Have a question hiring car or van in York? Here you’ll find our definitive guide to planning your next rental or make adjustments to existing bookings. If you cannot find the answer you’re looking for, don’t hesitate to contact us and speak to one of your friendly team members on 01904 557 528.

I have an emergency – what should I do?

In the event of a breakdown or accident:

You should call the phone number for your vehicle’s manufacturer breakdown assistance service. You can find the number for the manufacturer of your lease vehicle from the list below:

Manufacturer Number
BMW 0800 777 111
Fiat 00800 342 800 00
Ford 0800 111 234
Citroen 08000 727 272
Jaguar 0800 246 844
Kia 0800 015 8762
Mercedes-Benz 0207 975 7077
MG Motor UK 0800 072 3338
Nissan 0330 123 1231
Peugeot 0800 294 0294
Renault 0800 085 8005
SEAT 0800 262 622
Skoda 0800 526 625
Toyota 0330 024 3456
Volkswagen 0800 777 192
Volvo 0800 177 116

All breakdown assistance services will aim to be with you as soon as possible depending on the location.

If your car can’t be fixed by the roadside, call the appropriate number from above and inform them that your vehicle has had to be recovered and that it has been taken to a dealership for further repair.

Is there a minimum or maximum age when renting a vehicle with Autohorn?

You must be aged 23 or over to rent a car with Autohorn directly. If you are lucky enough to be aged under 26 years old, a Young Driver Surcharge will be applicable to your booking and the type of vehicle selected.

Our rental desk will provide advice on these costs prior to you confirming your booking.

Due to insurance purposes, our maximum age permitted to renting a vehicle is 75 years old.

What payment methods do you accept?

We can accept debit or credit cards as payment for your rental booking. The card details provided must match the hirer’s name and will stored on file throughout the duration of your booking.

For a full breakdown of permitted on unpermitted payment methods, please refer to our table below:

Payment Method 

Not accepted 

Credit cards 


Debit cards 



Not Accepted 


Not Accepted 

Accredited, prepaid or preloaded cards 

Not accepted 

Hire vouchers 

Not accepted 

Where can I collect my vehicle?

We have two locations available for you to collect your vehicle depending on whichever is most convenient to you!

York Station Rental Branch

Autohorn Car & Van Rental

Queen Street


YO24 1AD

Opening Hours 

Monday to Saturday




York (Clifton Moor) Rental Branch

Autohorn Car & Van Rental

ALFIE’s Barn

Whitehall Grange

Wigginton Road


YO32 2RJ


Opening Hours 

Monday to Friday






Do you provide an out-of-hours collection or return service?

If you wish to collect or your return your rental vehicle outside of our working hours, an additional charge will be applied to your rental.

Please speak to a member of our team on 01904 557 528 or email to find out more details about this.

Can I have my vehicle collected or delivered to my home address?

You can organise a delivery or collection to your home address as part of your rental. However please be aware that we are only able to service areas local to us in York and an additional charge may be applied depending on the distance.

If you wish to find out more about this service, please contact us directly on 01904 557 528 or email

What should I bring when collecting my vehicle?

When collecting your vehicle, please bring a valid driver’s license and credit or debit card matching the hirer details as well as documentation for any additional drivers.

For UK driver license holders, we will also require a national insurance number to enable us to remotely check your license (as well as any additional drivers) for endorsements.

What should I know when returning my vehicle?

Returning during normal operation hours

If you return during opening hours, the rental station should check the vehicle over with you before you leave (unless you do not wish to wait for the checks to be completed).

If you do not wish to wait, the inspection will be carried out without you present and you will then be contacted by our Fleet team to notify of any new damages found.

Should you receive notification that damage has been found and wish to dispute the claim, you will need to refer to the contact information available on the correspondence you have received.

As set out in our terms conditions, you are obliged to return your vehicle and its keys, accessories, or documentation to us in the same condition as they were at check out, subject to any fair wear and tear.

Please note, an administration fee may be applied to cover the resources used in managing a damage claim.

Returning your vehicle outside of operation hours

If you return your vehicle out of hours, we recommend you take photos of the vehicle whilst parked at the rental station; this is to avoid any pre-existing or old damage being attributed to your rental.
Please also ensure the keys are placed in the appropriate key return box.

NB: We don’t accept liability for any items or personal possessions that you may have left in the vehicle at the end of the Hire Period.

It is your responsibility to remove all documentation from the Vehicle containing your personal information such as your copy of the Rental Agreement and delete any data you may have stored within the in-car infotainment system.

Please be sure to check the vehicle thoroughly before you return it. For full information regarding our damage policy or tariff guide, please visit our Terms and Conditions and Damage Management Policy available on our website.

How can I modify my booking?

You can add extras, modify, or extend your booking. You will need to speak to a member of our team directly on 01904 557 528 or email to organise this.

How do I cancel my booking?

You are permitted to cancel your booking early, but to organise a return date you will need to call 01904 557 528 or email

Please note you will not receive a credit for any unused days of your rental.

Do you provide an out-of-hours collection or return service?

Depending on the type of vehicle booked, you are permitted to take our vehicle abroad. However additional fees may apply.

Please speak to a member of our team on 01904 557 528 or email with the desired location and we will be able to advise.

Is a deposit required with my rental?

As standard, we require all new rentals with a £750 pre-authorisation charge that is simply ‘frozen’ rather than taking the amount automatically from the bank.

When you return your vehicle, the pre-authorisation will be released from ‘frozen’ minus any additional charges.

Please keep in mind that you won’t see a credit of the pre-authorisation, your balance will simply increase.

My pre-authorisation charge has not been released, what should I do?

As standard it can up to 10 working days for the pre-authorisation to be released by your bank from the point of returning your vehicle. Please check with your bank if there aren’t any issues causing delay to this.

If the 10-working day period has elapsed and you are still experiencing issues, please contact us directly on 01904 557 536.

I’ve accidentally put the wrong type of fuel in my vehicle, what should I do?

Do not start your engine. This could cause further complications and damage.

Instead, please call us directly on 01904 557 521 and we will arrange for the right assistance to come to you.

How is damage assessed when I return my vehicle?

When you return your vehicle a member of the team will assess the body condition, mileage and fuel level of your vehicle weighted against your original vehicle condition report (VCR). If there are any changes to the condition of the vehicle and the damage falls out of standard, you will receive a notification of this via email or phone. 

As members of the British Vehicle Leasing and Rental Association, we adhere to industry standard guidelines to ensure that damage is assessed fairly against general fair wear and tear.

Please click on this link to view an interactive guide on acceptable or unacceptable return standards.

If you wish to contact our fleet team directly about damage to your vehicle, please call 01904 557 521 or email