FAQs
Do you provide vehicles for personal hire?
We do not offer personal hire. Our current service offering is business vehicle hire only.
What documents are needed to set up an account?
We will need a signed service level agreement and account form, your company letterhead and your insurance policy to open your account. Should you wish to speak to someone about opening an account, please call 0330 460 9913 or email sales@reflexvehiclehire.com.
How long will it take to open my account?
Once our account opening team have received all the relevant documents, we aim to open your account within 48 hours.
Do I have to have my vehicle for a minimum term?
Our vehicles are available on a flexible rental basis, meaning no early termination charges are applicable should you wish to off-hire earlier than expected.
What are your office opening hours?
Our head office in Loughborough, Leicestershire is open 8:30am-5:30pm. Please note, our other office branches may operate during different hours. However, Reflex Vehicle Hire operate 24/7/365 so we are always on hand to assist. Our phone lines are operational out of hours should you require emergency assistance. Our out of hours telephone service for breakdown assistance is 0330 460 9913.
How often do you service your vehicles?
Due to the different makes and models of vehicles we have on fleet, the service intervals may differ. Each Reflex vehicle has a service sticker in the windscreen to advise the date and mileage of when the next service is due. Most vehicles will have a service indicator illuminate on the dashboard when the vehicle is due for a service. We recommend the driver notifies Reflex Vehicle Hire close to the date indicated on the internal cab sticker.
How can I replace or repair my tyres?
We have a dedicated tyre phone line on 0330 460 9913, option 2, option 2.
Are vehicle services and MOTs included in my hire rate?
All routine vehicle maintenance is the responsibility of Reflex Vehicle Hire, meaning you do not have to pay any extra for services and MOTs. However, items not covered by warranty, not serviceable or damaged, will be charged back to the customer.
What type of licence do I need to drive your vehicles?
As we offer business hire this will be down to your employer and your organisation’s policy on driving vehicles.
Do you only offer the vehicles listed on your website and my rate card?
Our list of vehicles on our website and your rate card is not exhaustive. If you are looking for a different make or model or a bespoke vehicle, please speak to your account manager or a member of the team.
Do I need to pay a deposit?
Usually, we will not require a deposit, but each account is subject to our usual credit vetting process.
Do you offer insurance?
All vehicles are to be insured by the hirer. Reflex Vehicle Hire do not offer insurance at this moment in time.
What is your approach to damage and customer recharges?
As members of the BVRLA, our customer recharge policy is built with integrity. With a fair approach to damage, we will provide transparent invoices at cost + 15% which ensures cover for parts and labour.
What is your policy for fixed penalty notices (FPNs) and penalty charge notices (PCNs)?
Reflex Vehicle Hire administrate all Fixed Penalty Offences (Notices), all Penalty Charge Notices, Speeding, Parking, Tolls or Congestion Charge Fines. We pay all fines received directly and all Police fines have liability transferred back to the hirer. Administration fees will apply to any process.
What is your policy for London congestion charges?
Customers are responsible for all Congestion Charges, Road Tolls and other Bridge Tolls while the vehicle is on hire to them and any charges incurred while delivering and collection a Reflex vehicle.
Can I repair my own vehicles?
You are welcome to repair your vehicles to a condition that we deem satisfactory. Any shortfall will be chargeable back to the customer should the repair not be sufficient.
Will I receive a replacement vehicle while my vehicle is off-road?
Our replacement vehicle policy covers you free-of-charge should your vehicle breakdown, however a replacement for a damaged vehicle will be chargeable back to the hirer.
What is your vehicle quality check process?
All our vehicles are subject to an extensive Quality Control Check before they leave the Reflex Vehicle Hire site, with over 50+ vehicle checks.
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