Rental terms and conditions

1.1. How do I book my vehicle?

There are three ways to book a vehicle:

• through the “Virtuo application” already downloaded on my iOS or Android smartphone;
• on the www.govirtuo.com website;
• through a Virtuo partner website.

I agree to provide Virtuo with all the information and documentation Virtuo requests to make the booking.
If applicable, Virtuo will carry out and retain a digital copy of the DVLA Licence Check and I agree that it is reserved to Virtuo the right to request additional information, such as a copy of passport or proof of address at any time.
I acknowledge that, if applicable, I must provide Virtuo with a valid DVLA licence check code which can be obtained from the DVLA website (https://www.gov.uk/view-driving-licence) and that the code remains valid for 21 days and may only be used once by entering the code into the Virtuo application.
I understand and acknowledge that all insurance cover under these General Terms shall be invalidated and that I cannot rent or drive vehicles from Virtuo if I have been disqualified from driving in the previous 36 months and / or I have more than 5 points on my driving licence and / or I have committed any of the following offence codes:
• Theft or unauthorized taking UT;
• Drink or drugs DR or DG;
• Dangerous driving DD;
• Driving whilst disqualified BA;
• Driving whilst uninsured IN;
• Accident offences AC;
• Careless driving CD;
• Licence offences LC30-50;
• Miscellaneous MS50-90;
• Mutual recognition MR; or
• Special code / totting up TT.
I also understand and acknowledge that all insurance cover under these General Terms shall be invalidated and that I cannot rent or drive vehicles from Virtuo if any of the following applies to me:
• I have had insurance declined and / or insurance renewal refused and / or insurance or cover cancelled by any motor insurer;
• I am engaged in any of the following occupations: professional sportsman or sportswoman; entertainment or theatrical profession; racing or gambling; foreign armed forces or foreign embassy;
• I have been involved in more than one fault incident within the last 3 years;
• I have a current criminal conviction which is not spent under the Rehabilitation of Offenders Act 1974.
By entering into the rental contract with Virtuo, I confirm I am allowed to rent and drive the vehicle in accordance with these General Terms and none of the above applies to me.

1.2. Is there a minimum period between the reservation and the rental?

If my account is validated, there is no minimum delay between the time I book the vehicle and the start of the rental.

However, if I wish to take advantage of the Virtuo Delivered option or if I wish to be able to collect my vehicle using a valet service (where this service is available), I must make the reservation at least four (4) hours in advance.

1.3. Who can rent and drive a virtuo vehicle?

To rent and drive a Virtuo vehicle, I must:

• meet the age and seniority requirements of the driving licence set out in Appendix 2;
• be in possession of an iOS or Android compatible smartphone with bluetooth functionality, have previously downloaded the Virtuo application, be registered and have a valid account;
• have a payment method accepted by Virtuo as referred to in the General Terms of the platform;
• be legally capable of entering into a contract with Virtuo.

1.4. Can I add additional drivers?

As the main driver, once the reservation is confirmed, I can add up to four (4) other drivers to the same vehicle within the same reservation.

I must designate my additional drivers from the contacts in my phone. They are subject to account validation as set out in the Virtuo Platform’s general terms.

They will be authorized to drive the rented vehicle as soon as their Virtuo account is validated.

If an additional driver’s account is not validated, has been refused or is on “hold” at the beginning of the rental, they will not appear on the rental contract and will not be allowed to drive the vehicle. Only additional drivers authorized by Virtuo and listed on the rental contract will be covered by the insurance I have purchased. Therefore, in case of an accident when the vehicle is driven by an additional driver not authorized or not designated on the contract, I will remain solely responsible for all costs resulting from any damage. 

I guarantee that any additional driver(s) will comply with the General Terms. If any damage, loss, or theft occurs while using the vehicle, I will be considered responsible as the main driver.

Additional drivers are allowed to drive the vehicle once the reservation has been started and the inspection has been completed. Additional drivers may not start or end a Virtuo rental. As the main driver, I must always be present during the pick-up and drop-off phases of the rental.

1.5. When can I book my vehicle?

I can book a vehicle up to six (6) months in advance and within the limit of number of vehicles available for rental.

I cannot book two (2) or more vehicles in the same rental time slot. 

1.6. Where can I rent my vehicle?

I can rent my vehicle in the UK cities specified on the www.govirtuo.com website or on the application.

If I want to rent a Virtuo vehicle in another European city, I must refer to the applicable general terms of rental of the relevant country.

1.7. Can I choose my vehicle?

At the time of reservation, different ranges of vehicles will be offered to me according to the availability of the vehicles, my age and my seniority as a licensed driver as indicated in Appendix 2.

1.8. For how long can I rent a vehicle?

I can rent a vehicle for a minimum of one (1) day and a maximum of eighty-four (84) days. If I wish to rent the vehicle for more than eighty-four (84) days, I will have to make a new rental, which will involve a change of vehicle and price.

1.9. What should I do if I lose my driving license during the rental?

If my driving license has been suspended, withdrawn or cancelled, or if I have lost or had my driver’s license document stolen, I must notify Virtuo immediately in order to terminate the rental and return the vehicle as soon as possible.

I agree to pay the full rental and the cost of returning the vehicle.

2.1. Can I reserve a vehicle through a virtuo partner website?

I can reserve a vehicle through a Virtuo’s partner website.

The reservation must be confirmed on the Virtuo’s partner website.

At the end of my rental, I will receive an invoice specifying the amount prepaid through Virtuo’s partner as well as the cost of any optional or additional service such as protections, extra miles, and fuel level which I will have to pay directly to Virtuo. Nevertheless, for the fines related to my booking, I will receive an invoice after their processing.

2.2. Is the procedure for reserving a vehicle through a virtuo partner website different?

I pay for the rental through the Virtuo partner website. Any optional service, protection or additional costs which would be incurred during and/or after the rental period are subscribed and/or paid directly to Virtuo. The credit card selected during the creation of my account will be debited for the amount specified and I will receive an email from Virtuo confirming my reservation, including a receipt.

2.3. How does the reservation voucher work?

To use the booking voucher, I must cumulatively:

• use the booking voucher number directly on the Virtuo application or website;
• have a Virtuo account validated in accordance with the general conditions of the Virtuo application and website and whose documented identity information (first and last names) must correspond to that appearing on the booking voucher;
• use the booking voucher within twenty-four hours (24) after the theoretical start of my rental.

Otherwise, the reservation will be cancelled and a cancellation fee may apply.

The booking voucher is unique i.e. it cannot be used repeatedly and shared with a third party.

If Virtuo is not able to guarantee me the rental of the model chosen on the partner website, Virtuo will provide me as far as possible, a model at least equivalent (comfort, habitability, power). The amount of the deductible will be adapted to the new model of the vehicle, however the amounts of the deposit and / or protection will remain unchanged.

If I encounter the slightest difficulty in using my booking voucher, I can contact the Virtuo teams at the following address: [email protected].

2.4. Can I modify a reservation made through a partner website?

I may change the booking made via a partner site, subject to availability, up to four (4) hours before the theoretical start of the rental, except for rentals involving valet parking, which may be changed up to twenty-four (24) hours before the theoretical start of the rental.

I can modify the departure location and the rental start and end dates and times through the partner website or via the Virtuo application or the www.govirtuo.com website.

The following modifications must be made directly via Virtuo’s application or website:

• additional protections;
• physical options (e.g. baby seats, snow chains) within twenty-four (24) hours before the start of the rental;
• extra miles.

After the rental begins, I may modify:

• the return date of the vehicle, based on availability; 
• the mileage package;

Any modification to my reservation may result in a price modification. An early return of the vehicle does not entitle me to any refund to the prepaid days.

2.5. Can I cancel my reservation made through a partner website?

I may cancel a reservation made via a partner site free of charge up to four (4) hours before the start of the reservation if the vehicle is provided in the town/city or near a station, and up to twenty-four (24) hours before the start of the reservation.

I must make the cancellation directly on the partner website.

In case of cancellation outside of the time limit or non-use of the booking voucher, the first day of rental including all the options chosen as well as the protection to which I subscribed, will be due.

3.1. How and when can I modify my reservation?

I can change my booking via the application or the website up to three (3) hours before the start of the rental period, except for rentals with a car service ( notably Virtuo Delivered) (see below).

If I wish to add physical options or if I wish to opt for valet delivery of the vehicle (where this is available), I must amend my booking at least twenty-four (24) hours before the start of the rental period.

3.2. What can I change before my rental starts?

Before my rental starts, I can change:

• The pick-up location of the vehicle, except for the Virtuo Delivered rental;
• the vehicle model, subject to availability;
• the date and time of the reservation;
• the mileage package;
• physical options (e.g. baby seat, snow chains);
• additional protections;
• additional driver(s);
• payment method.

Any modification of my reservation may result in a price change.

3.3. What can I change after the rental begins?

After the start of the rental, I can change:

• the return date of the vehicle depending on its availability, except for Virtuo Delivered rentals for which the change of the return date must be requested up to two (2) hours prior to the scheduled end of my rental;
• the mileage package;

Any modification of my reservation may result in a price change.

3.4. Can I extend my rental?

I can extend my rental as long as the total rental period do nor surpass eighty-four (84) days, subject to vehicle availability and the price at the time of the extension.

If I wish to extend the rental of the vehicle using Virtuo Delivered, I must send a request to Virtuo via the application at least two (2) hours before the end of the rental period.

Once the change and payment have been made, a confirmation email will be sent to me.

3.5. What is the limit of increase of the mileage package when modifying my reservation?

I can increase my mileage package to up to four hundred (400) miles per day, and up to two thousand and four hundred (2400) miles per period of thirty (30) days.

Any increase in the mileage package will result in a price change.

3.6. What happens if I exceed the authorized number of miles ?

If I exceed the maximum number of miles, recovery procedures are applicable for breach of the Terms and Conditions and I will be subject to a surcharge based on:

• the number of miles;
• the country in which I rented the vehicle;
• the vehicle’s engine type, as indicated in Appendix 5.

If any miles remain unused at the end of the rental period, these will not be refunded or credited by Virtuo.

3.7. Can I change or cancel my reservation if I have used a promotional offer or discount?

If I wish to change or cancel my reservation where I have used a rental credit, it will be credited back to my Virtuo account in line with the initial terms and conditions.

The rental credit is valid for a maximum of one (1) year from the date of issue. After this period, the rental credit will no longer be valid and I will no longer be able to use it.

3.8. Can I cancel my reservation?

I may cancel my reservation free of charge up to three (3) hours before the start of my reservation if the vehicle is provided in the town/city or near a train station, and up to twenty-four (24) hours before the start of my reservation for a rental including a car service (where available).

In the event of cancellation after this period, and before the scheduled start of my rental, the first day of the rental, including all options chosen and the protection taken out, will be due.

Virtuo reserves the right to control the number of cancelled reservations.

3.9. Can my rental be cancelled by virtuo?

My rental may be cancelled at any time following a fault on my part, especially in cases where I do not comply with the General Terms and/or the application’s general terms.

My rental may be cancelled by Virtuo without any fault on my part before the scheduled expiry of my rental due to events outside Virtuo’s reasonable control such as technical faults with the Virtuo application, in this case the full amount of the unused rental will be refunded.

Otherwise, Virtuo will make its best efforts to find a solution that suits me.

4.1. Where do I pick-up my vehicle?

The vehicles are available for pick up in the Virtuo stations. They can also be delivered to me for an additional fee included in the price of my rental if I choose the Virtuo Delivered option. In this case, I must inform the address to which I wish to have the vehicle delivered; if no parking space is available in the informed address, the vehicle might be delivered in a location within five (5) minutes walking distance.

The Virtuo application uses Google Maps to search for the addresses, I must be careful to fill in the exact address. Virtuo will not be responsible for any delivery error due to an incorrect address provided and I will not be able to claim any compensation.

4.2. What happens if I do not pick-up the vehicle at the scheduled time?

If I do not pick up the vehicle at the time indicated on my reservation made via the application, the Virtuo website or a partner website, the vehicle will be held at my disposal for a period of twenty-four (24) hours. After this period, if the rental has not started and I have not contacted customer services to obtain an extension, the vehicle will automatically be made available for another rental.

I will be charged the full amount of the reservation for no-show.

4.3. How do I unlock the vehicle?

I unlock the vehicle using the Virtuo application, that I have previously downloaded to my iOS or Android compatible smartphone.

I must have a functional smartphone with sufficient charge, an Internet connection and Bluetooth functionality.

I must connect to the Internet at least once and download the unlocking key, which will be available two (2) hours prior to the reservation start time. Without this key, I will not be able to use the vehicle and Virtuo cannot be held responsible.

4.4. What should I do before starting the vehicle?

First of all, I have to check the vehicle and complete the initial inventory.

If I notice the vehicle has any damage that is not mentioned in the application and I did not mention in my initial inventory, I must take a photo of the additional damage and report it to Virtuo via the application within fifteen (15) minutes of the initial inventory (during this period I can move the vehicle).

Any damage not indicated in the inventory of fixtures before starting the vehicle of the rental will be charged to me according to the repair scale indicated in Appendix 4.

I must also check for the presence of documents and other elements related to the vehicle such as the Virtuo badge, the battery charging cable, the mandatory safety equipment and the parking badge if applicable.

My smartphone and the badge (if I transferred the key to it) are my car keys and it is my responsibility to keep them secure in order for me to access the vehicle.

4.5. What should I do once I have completed the inventory?

I can now start the vehicle and enjoy my rental. I will receive the inventory of fixtures by email and directly on the Virtuo application.

4.6. What should I do if my smartphone is lost or stolen?

I must immediately contact Virtuo customer service at [email protected] or via the chat to request the suspension of my account. I will have to return the vehicle directly to Virtuo.

I am responsible for my smartphone, Virtuo declines any responsibility for this loss or theft and will not refund the rental cost.

5.1. What uses of the vehicle are not permitted?

As part of my rental, it is forbidden to:

• drive the vehicle on roads other than authorized, paved roads and asphalt roads, or to drive on roads that could damage the vehicle;
• participate with the vehicle in races, speed and/or strength tests, competitions, or any kind of challenge;
• use the vehicle for driving practice;
• use the vehicle to test the strength of materials, supplies, accessories or products for vehicles; 
• use the vehicle contrary to good driving practices, in particular if any dashboard warning lights are on, except with prior consent of Virtuo; 
• transport passengers or goods for a fee;
• violate applicable legislation with the vehicle and/or inside the vehicle;
• drive when my physical abilities are impaired by alcohol, drugs, tiredness or illness;
• use the vehicle to push or tow other vehicles or any other object;
• carry in the vehicle products that are toxic, flammable, generally dangerous or, where applicable, substances banned by current legislation;
• transport the vehicle in any type of boat, train, truck or plane, except with express written authorization of Virtuo;
• drive the vehicle on ports, airports, aerodromes or similar facilities that are not open to public traffic, or at refineries or oil company facilities, without express written authorization of Virtuo;
• take the vehicle overseas without Virtuo’s consent;
• use a mobile communication device that may distract me from driving including driving whilst texting, emailing, using a mobile phone without a hands-free device or otherwise engage in similar activities;
• fit my own equipment to the outside of the vehicle which may cause damage to the vehicle, for example, signage, stickers, roof racks, luggage carriers or bike racks;
• overload the vehicle (as determined by the vehicle manufacturer);
• work on the vehicle or let anyone else work on the vehicle without Virtuo’s consent;
• use the vehicle for any purpose which requires an operator’s license; or
• use the wrong fuel in the vehicle.

I must always use the vehicle in compliance with the provision of the Highway Code to avoid any careless driving. 

Therefore, I also undertake to:

• look after the vehicle; and
• pay attention to the vehicle’s dimensions, any misjudgement of the dimensions according to the road infrastructure resulting in the loss or damage of the vehicle will result in the exclusion of the optional protection to which I subscribed and will make me responsible for all the damages.

Virtuo may need the vehicle returned during the rental period. By way of example this may be due to a service requirement on the vehicle or a manufacturer’s recall notice. If Virtuo contacts me to notify me that I need to return the vehicle, I must cooperate fully with Virtuo to facilitate the return of the vehicle as required by Virtuo. Failure by me to respond to Virtuo’s efforts to contact me and / or failure to comply with Virtuo’s reasonable instructions concerning the return of the vehicle may result in me being fully liable for all losses and liability Virtuo incurs arising out of or in connection with my failure to return the vehicle.

If the vehicle is taken overseas, additional charges may be applied to cover the real cost requiring the recovery of the vehicle.

5.2. What are the restrictions inside the vehicle?

I am not allowed to carry animals or smoke and / or allow any of my passengers to smoke inside the vehicle.

In general, I am not allowed to dirty the vehicle, and the cleaning fees as indicated in Appendix 1 apply.

5.3. In which countries am I allowed to drive the vehicle?

I am allowed to drive the vehicle on the authorized roads and routes in the EU, United Kingdom as well as in Andorra, Switzerland, San Marino and Monaco.I must make sure I meet all the requirements for driving abroad including holding an International Driving Permit where applicable.

5.4. What maintenance obligations do I have?

I undertake to take care of the rented vehicle and its accessories.

That includes regularly checking engine oil and water levels and the tyre pressure, and ensuring that the vehicle remains roadworthy throughout the rental period.

5.5. What should I do if I have to replace a flat tyre during the rental period?

If I have to replace a flat tyre during the rental period, in accordance with the tyre initially on the vehicle, I will be refunded up to the level of additional protections I have subscribed to. If I have subscribed to the Tyre protection option, I will not have to pay anything for damage only affecting the tyres and/or rims.

If I have had the tyre repaired and / or replaced by myself, I must provide Virtuo with the invoice from the automotive professional attesting to the fitting of an identical tyre on the same axle and in conformity with the tyres fitted to vehicles rented by Virtuo. 

If I do not provide this invoice, Virtuo will not be liable for refunding the repairs even if I have subscribed to the Tyre protection and Premium protection, and Virtuo reserves the right to invoice for any damage caused by using the non-compliant tyres, and for the cost of replacing the non-compliant tyres, at the end of the rental period.

5.6. What about driving the vehicle during the winter period?

I must have the necessary equipment in the vehicle and / or drive with winter tyres during the winter (1 November to 31 March).

I have the option of reserving physical options for this purpose and / or a vehicle fitted with winter tyres subject to availability and payment of the price corresponding to these options, mentioned in Appendix 1.

If I do not comply with this obligation, or if I do not use the equipment or physical options correctly, I may be fined and the rented vehicle may be immobilised.

If I do not subscribe to the necessary physical options, the rented vehicle will be fitted with summer tyres. I am responsible for booking the equipment, physical options and tyres needed for my destination.

In the event of loss, theft or damage to the equipment, physical options or tyres, I will be charged additional costs according to the prices mentioned in Appendix 1.

5.7. What happens if the battery in an electric (e.g. Tesla) or hybrid vehicle is discharged?

When I reserve an electric (e.g. Tesla) or hybrid vehicle, I am informed of the risks associated with the use and charging of the battery. 

I undertake to return the vehicle to Virtuo with a minimum of electrical charge of ten (10) percent (%).

If the vehicle’s battery reaches zero (0) percent (%), its replacement may be necessary and I will be charged for the replacement amount regardless of the protection I have subscribed to.

5.8. What about fuel?

I agree I am responsible for the cost of the fuel used by the vehicle and the vehicle must have the same level of fuel when it is returned to Virtuo otherwise I will be liable for additional fuel costs as per Appendix 1.

6.1. What happens if I cause damage to the vehicle?

If I cause damage to the vehicle, I will be charged an excess during or after the rental (amount specified in Appendix 2). I will be charged an increased excess (amount specified in Appendix 2) in the following situations:

• in the event of non-compliance with one or more of the stipulations of the General Terms;
• in the event of my misconduct;
• if the vehicle is lost or stolen due to my act or omission;
• in case of failure to provide the additional documents requested by Virtuo, such as the correctly completed accident report, the complaint or the police report and / or the detailed statement describing the elements and information relating to the vehicle;
• in the event of the use of unsuitable fuel in the tank or contamination of the fuel of any way whatsoever;
• in case of vandalism due to my act or omission;
• in case of incorrect installation and/or use of chains/socks/baby seats on the vehicle resulting in damage to the vehicle;
• if spare parts are stolen (e.g. wheels, wing mirrors).

6.2. What happens if the vehicle is damaged by bad weather?

If the Vehicle is damaged by bad weather (e.g hail or a storm) I must immediately contact Virtuo customer support via the Virtuo application or by email to [email protected].

6.3. What is the excess?

The excess is the amount I may be charged for damage to the vehicle. This amount may vary according to the additional protections I subscribed, as indicated in Appendix 2.

6.4. What is the increased excess?

The increased excess is an additional amount that may be charged in the situations provided for in the General Terms. This amount may vary according to the situations provided for in Appendix 2.

6.5. What should I do if the vehicle is damaged?

In the event of an incident of any nature whatsoever, in particular in the event of an accident, an actual or attempted theft, a fire, a collision with a wild animal or any other damage suffered by the vehicle, I (and my additional driver(s), if applicable) must take all the necessary measures, namely:

• notify Virtuo immediately following the occurrence or discovery of one of the above-mentioned loss or damages, under the penalty of losing the benefit of the additional protections if the delay in the declaration has caused damage to Virtuo. The benefit of the said additional protection is however maintained if the delay in the declaration is due to an event outside my reasonable control;
• complete a report if a third party is involved;
• alert the police and obtain a police report and crime reference number if an actual or suspected crime has been committed;
• fill in a detailed statement requested by Virtuo’s incident department and/or a complaint report receipt, which I must send to Virtuo duly completed. Otherwise, I will lose the benefit of the optional protection I subscribed to.

The detailed statement must include:

• the circumstances, date, location time of the incident;
• the names and addresses of any witnesses;
• if applicable, the registration number of any third-party vehicle involved, the name and address of its owner, the name of the insurance company, and the relevant insurance policy number.

I agree to provide Virtuo with such assistance as Virtuo requests to investigate and resolve the matter.

6.6. What are the specific obligations in case of an accident?

If there is an accident, I must:

• not admit or accept liability to, or offer payment to, any third party;
• complete the accident declaration available in the Virtuo application;
• fill in the accident report form using the form in the glove box; 
• take a (legible) photo of the complete accident report and send it via the Virtuo application or by email to [email protected]. I must then send the original accident report to: Virtuo Technologies - 6-12 Gladstone Road, Wimbledon, London, United Kingdom, SW19 1QT; take photos of the vehicle following the instructions on the application.

If a police report has been filed, these documents must be attached to the declaration. I am not authorized to conclude any agreement or transaction of any kind in the name of or on behalf of Virtuo or its insurer.

6.7. What should I do if the vehicle is stolen or vandalised?

If the vehicle is stolen or vandalised, I must immediately report it to Virtuo and inform Virtuo via the chat or by email at [email protected], under penalty of losing the benefit of the additional protections if the delay in the declaration has caused damage to Virtuo.

The benefit of the additional protections is however maintained if the delay in the declaration is due to an event outside my reasonable control.

I must take all necessary measures and in particular file a complaint within the same period with the competent authorities. I must submit a copy of the official complaint report to Virtuo as soon as possible. Otherwise, the rental charges will continue to run unless the delay in filing the complaint is due to an event outside my reasonable control.

If the vehicle is vandalised and/or stolen, my personal belongings are not covered by the compulsory insurance or by additional protections.

6.8. What should I do if damage occurs while the vehicle is in my custody?

When one or more damages occur while the vehicle is in my custody, I must report them immediately and directly to Virtuo in the application. 

This report will not affect the original inventory of fixtures.

6.9. What about physical options?

I must return any accessories, equipment and physical options in the same condition I received them. Virtuo allows for normal wear and tear, bearing in mind the distance I travelled and the duration of the rental period.

6.10. What about the condition of the vehicle?

The vehicle must be returned in a similar condition of cleanliness to which it was received. Where additional time is required to prepare the vehicle back to a rentable condition due to, for example, strong odours, pet hairs, sand, bodily fluids, dirt or stubborn stains, an additional charge set out in Appendix 1 will apply.

7.1. Who is responsible for traffic tickets and/or violation?

I am liable for all tickets, fines and charges (including speeding fines, parking fines, clamping charges, congestion charges, low emission zone charges and ultra-low emission zone charges) incurred in relation to the vehicle from the scheduled time of the beginning of the rental until the return of the vehicle to Virtuo and I agree to reimburse Virtuo for all such sums.

I must pay the congestion charge zone fee from the first day to the last day of their rental for pickups and delivery and collect bookings, except for pick up bookings in stations within the congestion charge zone where Virtuo will cover the first and last day of the booking. Therefore for delivery and collect bookings, if the delivery address is within the congestion charge zone, I will be liable for the congestion charge zone fees from the first day of my rental. Virtuo will charge me back the congestion charge fees plus a ‘tfl charge admin fee’ as specified on Appendix 1. I consent to Virtuo disclosing my personal details to the appropriate legal authorities who may levy or administer these penalties so that they can deal directly with me in respect of my liability for these penalties/fines. Virtuo may charge me an administration fee if, as a result of my hiring of a vehicle, such penalties / fines are imposed on Virtuo, Virtuo will be entitled to recover them from me, or if Virtuo spends time dealing with the relevant authorities in respect of fines and penalties incurred by me.

Virtuo will do its best to process swiftly all fines related to my rental, including paying them on my behalf, as soon as received, to avoid surcharges on top of the fine’s full amount.

Regardless of any delays from third parties (e.g. mail, enforcement authorities, parking companies), Virtuo will never charge me for more than the fines' full amounts and the admin fees for processing said fines (Appendix 1).

If the vehicle is impounded, I must notify Virtuo immediately and if Virtuo collects it, I will be charged for the management and pound fees as indicated in Appendix 1.

7.2. Who pays the tolls?

I agree to pay all costs related to the use of the vehicle, including tolls.

8.1. Is my rental covered by insurance?

Any rented vehicle is covered by a civil liability insurance in accordance with the regulations in force and within the contractual limits provided by the insurance contract concluded by Virtuo or the Virtuo Partner with their respective insurers.

The driver is guaranteed against the financial consequences of his civil liability for bodily injury or property damage caused to third parties (including passengers of the vehicle) and involving the rented vehicle.

This insurance is taken out directly by Virtuo with an insurer when the rented vehicles belong to Virtuo or by the Partner when the vehicles are rented through the Virtuo Platform and do not belong to Virtuo, in this case all relations between the Partner and the Driver or authorized Drivers that may arise from the Civil Liability Insurance are entirely the responsibility of the Partner and managed with his insurer, Virtuo can not be held responsible for any failure that may occur in this relationship or in case of failure to subscribe and / or renewal of the civil liability insurance by the Partner.

The driver, in the position of driver at the time of the accident, is not covered personally by this insurance.

8.2. Is the damage suffered by the vehicle covered by the compulsory civil liability insurance?

Damage to the vehicle is not covered by the compulsory third party liability insurance.

Thus, the driver and/or any additional driver(s) are responsible for the loss and any damage (not mentioned in the initial inventory) caused to the vehicle during the rental. 

By renting a Virtuo vehicle, I and any additional driver(s) will be responsible for any damage to the vehicle and will be billed, according to the schedule of repairs listed in Appendix 4 and any charges as listed in Appendix 1, unless I can prove that they occurred through no fault of mine or the additional driver(s).

8.3. Can I limit my liability?

By purchasing additional protections (which are not insurances), my liability or that of the additional drivers is limited. 

The additional protections are intended to cover the amount of repairs to the vehicle in case of damage for which I am liable. I can choose between several protections detailed below, which prices are indicated in the application and or on the Virtuo website at the time of booking of the vehicle.

I am not covered by the additional protections in the cases listed in the article below.

8.4. What are the additional protections and what do they include?

I can choose between the following additional protections:

- Basic protection :

Liability coverage as defined above.

Excess applies as indicated in the application at the time of the reservation

- Protection Plus :

Civil liability coverage as defined above

Virtuo assistance guarantee in case of breakdown and accident

Reduced excess as indicated in the application at the time of the reservation

- Premium protection :

Civil liability coverage as defined above

Reduced excess as indicated in the application at the time of the reservation

Virtuo assistance in case of breakdown and accident

Glass breakage

Tire protection

Except in cases of force majeure or where I can prove that the damage is not attributable to me, I agree that the additional protections are not applicable in the following situations: 

• in case of non-compliance with one or more stipulations of the rental Terms and Conditions;
• in the event of a tort;
• if the vehicle is lost, stolen or burned due to my negligence or any kind of omission, due to my fault; in this case, I accept to be held for the refunding of the market value of the vehicle at the time of the damage.
• in case of loss, theft of the vehicle or fire, in particular in case of failure to provide additional documents requested by Virtuo relating the accident or damage to the vehicle; in this case, I agree to be held liable for the reimbursement of the market value of the vehicle at the time of the damage.
• in the event of the use of unsuitable fuel in the tank or contamination of the fuel in any way whatsoever;
• in the event of an act of vandalism;
• incorrect installation and/or use of chains/socks/baby seats on the vehicle resulting in damage to the vehicle;
• theft of spare parts (e.g. wheels, mirrors).

9.1. What should I do if the vehicle breaks down during the rental period?

If the vehicle breaks down during the rental period due to a mechanical failure or an accident or for another reason, I must contact Virtuo Assistance without delay.

I must not allow anyone to repair the vehicle or provide any service without prior authorisation from Virtuo. 

9.2. If the vehicle breaks down during the rental period, can I claim a replacement vehicle?

If the vehicle breaks down during the rental period, I must contact Virtuo Assistance without delay and they can, depending on the situation, arrange an appropriate mode of transport / replacement vehicle to either the location where I collected the vehicle or to my destination.

9.3. How do I contact the assistance team?

I can find out the assistance team’s contact details by contacting the Virtuo customer services (via chat or at the email address [email protected]) available twenty-four (24) hours a day, seven (7) days a week.

9.4. When do I have to pay for virtuo's assistance?

Virtuo Assistance will be billed to me, in accordance with the amount indicated in Appendix 1, when I have not taken out additional protection and I am responsible for the accident or when I am liable in the event of tyre punctures, burglary, vandalism and theft of the vehicle.

Virtuo may end the rental contract straight away if a receiving order is made against me or I am declared bankrupt or I break the rental contract in a material way or in a way that cannot be rectified.

Similarly, I may end the rental contract straight away if Virtuo breaks the rental contract in a material way or in a way that cannot be rectified.

If I terminate the rental contract under this section 11, I must still pay all amounts owed to Virtuo under the rental contract for the duration of the rental period, until the date of the return of the vehicle and all equipment, accessories and physical options to Virtuo.

If Virtuo terminates the rental contract under this section 11, I must pay any amounts owed to Virtuo under the rental contract; and for the losses Virtuo suffers as a result, provided that they are foreseeable losses (for example, loss of rental income, the cost of repairing or replacing damaged items).

If the rental contract is terminated under this section 11, I must return the vehicle and all equipment, accessories and physical options to Virtuo without delay (and within a maximum of 24 hours).

11.1. How do I complete the rental of the vehicle?

I must press the “End my rental” button on the Virtuo application to indicate the return and location of the vehicle.

11.2. When should I return the vehicle?

I must return the vehicle and all accessories, equipment, and physical options to Virtuo at the latest on the date and the time indicated on the reservation.

11.3. Where do I return the vehicle?

I must return the vehicle to the address indicated on the reservation.

If I have chosen the Virtuo Delivered option, I must leave the vehicle close to my departure address, depending on the availability of parking spaces and the capacity to park at the same departure address. I can report the exact address directly on the application.

I undertake to park the vehicle in an authorized and non-reserved parking space. If I failed to do so, I will be liable for any parking fines related to my parking.

I must park in the safe location nearest to the return address. If I return the vehicle outside the designated area, penalties may be applied as indicated in Appendix 1.

If the vehicle is parked in a different location to the one indicated in my reservation, I will be liable for parking charges.

When I ask for a vehicle to be provided (or returned) in a car park or when I book a Virtuo Delivered rental, Virtuo simply arranges for the vehicle to be parked (or collected) at the agreed location on my behalf and at my expense. Parking charges shall be paid by me in accordance with the conditions set out in these General Terms and Conditions, subject to any applicable sales offers.

11.4. Can I return the vehicle before the date specified in the rental agreement?

I can return the vehicle before the date specified in the rental agreement, free of charge, and return the vehicle to the return area specified in the reservation.

I will not be refunded or credited for the early return of the vehicle and I must still pay the full rental charges.

If I chose the Virtuo Delivered option, I will have to pay the parking fees until the scheduled end of the rental.

11.5. What happens if I do not return the vehicle on time?

I have a margin of thirty (30) minutes after the scheduled time to return the vehicle. After this time, the return penalties indicated in Appendix 1 will apply.

If i have chosen Virtuo Delivered option and I have returned the vehicle more than thirty (30) minutes after the scheduled end time Due to the late return of the vehicle, I must pay two (2) hours parking charges to give Virtuo time to reschedule the collection and pick up the vehicle.If I have not paid for the two (2) hours of parking and Virtuo is fined, it can charge me the amount of the fine.

11.6. What happens if I do not return the vehicle?

If I do not return the vehicle on the date and time indicated and I do not contact Virtuo within four (4) hours and agree an extended return time, Virtuo may:

• suspend my account;
• initiate a procedure of recovery, which I will have to pay for as indicated in Appendix 1;
• initiate legal proceedings.

Virtuo may, from the time of return indicated in the rental contract, charge me additional fees in the following circumstances: 

• for a delay in returning the vehicle of less than twelve (12) hours, the price of half-day’s rental; 
• for a delay in returning the vehicle beyond twelve (12) hours, the price of a full day’s rental for each twenty-four (24) hour period started, at the applicable rate plus a flat fee of one hundred and fifty (150) pounds per day of delay.

11.7. What is the procedure for returning the vehicle?

If I rented the vehicle in the classic pick-up mode, I must:

- Fill in the inventory of fixtures at the end of the rental similar to the inventory of fixtures at the beginning of the rental.

- Fill in the exact address of the parking lot (level and/or space number) in which I parked the vehicle.

- Make sure that the vehicle is parked at the exact location (level and/or space number) previously entered in the application. Otherwise, depending on the situation, the fees indicated in Appendix 1 will apply.

- Ensure that the engine is switched off, doors are locked, and windows are closed.

If I rented the vehicle in Virtuo Delivered mode, I must:

- Complete the inventory of fixtures at the end of the rental similar to the inventory of fixtures at the beginning of the rental.

- Take four (4) pictures of the four (4) sides of the vehicle once it is parked.

- Fill in the exact address of the place where I parked the vehicle.

- Make sure that the vehicle is parked at the exact location (level and/or space number) previously entered in the application. Otherwise, depending on the situation, the fees indicated in Appendix 1 will apply.

- Ensure that the engine is switched off, doors are locked, and windows are closed.

I must confirm that I have not forgotten anything in the vehicle.

Furthermore, I must not under any circumstances, on pain of being charged the increased excess, return the vehicle to any third party without prior written instruction from Virtuo's customer support service.

The vehicle remains under my responsibility until the visit of the Virtuo expert who will be responsible for establishing an inventory of the vehicle. If the vehicle is returned with damages not reported in my inventory of fixtures or which fall within the scope of article 7.1 above, they will be charged to me according to the rates provided in Annex 4.

11.8. What happens if I forget personal belongings in the vehicle after it has been returned?

I am fully responsible for my personal belongings.

Once my rental is over and provided the vehicle has not yet been prepared for a new rental, I have one (1) hour to retrieve the vehicle’s keys from my application and reopen it to collect my belongings. 

Beyond this time, I can submit a form from my application to contact Virtuo.

If my personal belongings are found in a vehicle, Virtuo will notify me by voice call. Together, we will agree on a solution to have them returned to me at my expense. These costs include the delivery costs but also the administration costs as indicated in Appendix 1.

If the personal belongings found by Virtuo are lost, damaged or stolen during their handling or conveyance, I cannot hold it liable or claim any compensation.

The vehicle insurance included with my rental does not cover damage, loss of or theft of my personal belongings.

Any items found will be discarded and / or given to charity thirty (30) days after the end of the rental.

12.1. What is the vehicle recovery procedure?

The vehicle recovery procedure is the action by which Virtuo moves to recover the rented vehicle

12.2. What are the cases in which the recovery procedure is implemented?

The procedure is implemented at the end of the rental if I have not returned the vehicle at the date and time of the end of the rental and at the location indicated on the rental contract as provided for in Article 12 hereof.

The procedure is implemented during the rental period in case of non-compliance with the General Terms and / or the general conditions of the application.

I am liable for the cost of recovering the vehicle in these situations as set out in Appendix 1.

12.3. What happens when the recovery procedure is initiated before the rental period has ended?

In this case, after the expert has inspected the vehicle and hasn’t found any damage, or has found a damage not exceeding the amount of the deposit, Virtuo will reimburse me at the amount corresponding to the remaining day(s) of rental.

However, I am informed that I may be subject to costs related to the vehicle recovery procedure in the cases mentioned above.

13.1. How can I pay for the rental?

I can pay for the rental by credit card, Apple Pay or Android Pay. Virtuo does not accept cash, cheques or bank transfers. Virtuo reserves the right to reject prepaid cards (Maestro and Electron).

The payment of the rental is made in prepayment, i.e. at the time of confirmation of the reservation. This prepayment covers the cost of my rental according to the number of days, optional services and protections, excluding additional costs that would arise during the rental period.

At the time of prepayment of the reservation, and for reasons of security, Virtuo uses the 3D Secure system. Thus I will be redirected to my bank's website, where I will be asked to authenticate myself using personal data previously defined with my bank (each bank has its own process).

After validation of this data and agreement by my bank, the prepayment will be validated and my reservation confirmed. This authentication is mandatory to confirm the reservation.

The credit card I selected at the time of the reservation, will be debited by the amount indicated. I will then receive an email confirmation of the reservation including a receipt. 

The prepaid amount will be mentioned on the final invoice and deducted from the total amount still to be paid.

13.2. Do I have to give virtuo my bank details?

In order to confirm my reservation, I communicate my credit card information to Virtuo and authorize it to:

• record this information with my payment provider in encrypted format;
• link credit card to my Virtuo account;
• debit this credit card with the amounts due including VAT as prepayment at the time of reservation , as indicated above;
• request pre-authorisation from my bank for the security deposit under the condition detailed above;
• authorize the debiting of any sums due in respect of the rental of the vehicle or any other rentals associated to my account for which there are outstanding amounts.

The credits card used to make the reservation must be in the full name and last name of the account holder which must correspond to the details of my driving license. 

If I do not use a card with my first name and last name, Virtuo reserves the right to cancel the reservation and any additional protections I have subscribed to.

If there is no authentication, or authentication fails, the reservation will not be confirmed.

Virtuo reserves the right to block my account following several failed authentications to the 3D Secure.

I am informed and I accept that, for technical reasons, in particular related to the duration of the reservation, Virtuo may have to renew the payment authorisation process.

13.3. What is included in the rental price?

The rental price includes the rental charge and any extras.

The rental charge is determined by the vehicle model chosen, the contractually agreed rental period, or by this period and the miles driven. The number of miles driven during the rental period is the number indicated on the odometer installed in the vehicle by the manufacturer. If I commit fraud and the odometer is disconnected, I will be charged for damage as indicated in Appendix 1. The rental price and any extra charges must be paid for in full for the contractually agreed rental period. Late pick-up or early return of the vehicle will not give rise to a refund and / or rental credit.

Compulsory rental supplements are, where applicable (i) vehicle delivery surcharges for rentals with a car service, (ii) the young driver supplement.

Optional extra rental charges are for services offered by Virtuo such as:

• the daily cost of additional protections;
• the daily cost of rental of accessories (child seats, snow chains / socks and snow tyres, etc.);
• the cost of returning the vehicle to a different location from that of departure invoiced in accordance with the price list according to the city of return;
• the cost for the delivery and / or pick-up of the vehicle at the location I have indicated as well as the fuel costs corresponding to the journey made by Virtuo for the delivery or pick-up;
• the cost of the fuel corresponding to a full tank of the rented vehicle if the contract includes this full tank at the price of the “prepaid fuel” option. In this case, no fuel remaining at the end of the rental will be refunded.

When I ask for a vehicle to be provided (or returned) in a car park or when I book a Virtuo Delivered rental, Virtuo simply arranges for the vehicle to be parked (or collected) at the agreed location on my behalf and at my expense. Parking charges shall be paid by me in accordance with the conditions set out in these General Terms and Conditions; they may be reimbursed in full or in part depending on the applicable sales offers.

13.4. What is not included in the price of my rental?

Everything that is excluded from the General Terms is not included in the price of my rental. 

The additional charges available in Appendix 1 must be paid for in addition to the initial price.

13.5. Do I have to pay a security deposit?

As part of the rental, I am required to pay a security deposit. Twenty-four (24) hours before the scheduled start of my rental, Virtuo proceeds to a bank pre-authorisation of an amount that may vary according to the vehicle model chosen, as indicated in Appendix 2. This allows Virtuo to block a sum of money as a guarantee, and this amount may be debited if:

• I do not respect the General Terms;
• the vehicle, equipment, accessories and / or physical options are damaged or stolen (e.g. excess amount);
• I leave an invoice unpaid;
• the vehicle is not returned;
• a new reservation is made without a deposit and the previous one is invoiced;
• accounts are “risky” and there is a risk of damage (e.g. I have damaged a Virtuo vehicle in the past or I fail any Virtuo credit or identity checks).

If the rental is longer than 5.5 days, Virtuo will release and re-authorize the deposit every 7 days.

Virtuo reserves the right to control the number of failed security deposits.

13.6. Why is my payment refused?

The payment can be refused if I have not confirmed the 3D Secure authentication with my bank, if I was too fast on the payment page, if I use a prepaid or unauthorized card (Maestro and Electron), or if a payment blocking filter is applied by my bank.

In case of a refused payment, I should contact my bank to resolve the issue.

13.7. Can I use multiple payment methods?

I can register several means of payment in my first and last names on my Virtuo account.

In case of unpaid bills on my account, Virtuo will be able to use any valid payment method associated with my account.

Virtuo reserves the right to control the number of payment methods used.

13.8. Can I change my payment method during the rental period?

Once the rental period has started, I will not be able to change my payment method during the entire rental period.

13.9. Do I have to pay the parking fee?

When I ask for a vehicle to be provided (or returned) in a car park or when I book a Virtuo Delivered rental, Virtuo simply arranges for the vehicle to be parked (or collected) at the agreed location on my behalf and at my expense. The cost of parking the vehicle is my responsibility from the theoretical start of my rental, subject to the following stipulations. They may be reimbursed in whole or in part, depending on any applicable commercial offers.

What's more, if I receive a parking fine before the theoretical start time of my rental, Virtuo commits to paying it.

If Virtuo materially breaks the rental contract, Virtuo’s liability is limited to the foreseeable losses I incur as a result. Virtuo is not responsible for losses that were not foreseeable (such as loss of profits or loss of opportunity).

Loss or damage is foreseeable if either it is obvious that it will happen or if at the time the rental contract was made, or both I and Virtuo knew it might happen.

Nothing in the rental contract shall exclude or limit Virtuo’s liability for fraud; death or personal injury caused by negligence; or any other liability that the law says cannot be excluded or limited.

15.1. Can virtuo modify the General Terms?

The latest version of the General Terms is always available on the website www.govirtuo.com and on the Virtuo application.

If they are modified, I will be informed the next time I log in to my Virtuo account. I must accept them in order to use the Virtuo website and application. 

The General Terms accepted at the beginning of the rental period will prevail over the new General Terms if they are modified during the rental.

16.1. What are the purposes of the processing of my personal data?

My personal data is collected and stored in order to provide the service I have requested. My personal data is automatically processed in order to process and manage commercial relations and rentals.

Virtuo has a range of vehicles containing smart devices that collect and provide certain information about the vehicle.

This means it can check the vehicle status, performance, functioning and location at any time.

This data must be processed to provide me with constant vehicle access, prevent potential violations, combat theft and fraud, and find out a vehicle’s status in an emergency. 

Some vehicles may also have a camera under the rear-view mirror that films the road ahead. This video recording helps to prove who is responsible for damage to the vehicle and protects me from unjustified claims from third parties.

16.2. To whom may my personal data be transferred?

My personal data may be transferred to Virtuo Technologies SAS A French société par actions simplifiée with a share capital of 447 535,56 €, whose registered office is at 114 rue Cardinet – 75017 Paris, registered with the trade and companies registry of Paris under number 813 197 589 , owners of vehicles operated by Virtuo, affiliated companies, insurance companies and other entities in order to facilitate recovery procedures, debt collection and counter fraudulent claims, and more generally to entities that contribute to these relationships and to the proper operation of the vehicles.

16.3. What are my rights regarding my personal data?

I have the rights of access, rectification, limitation, portability and deletion of my personal data, as well as a right to object to the processing and a right to define post-mortem directives.

16.4. How can I exercise my rights?

I can exercise my rights as follows:

- by writing to Virtuo Technologies Limited - Collingham House, 6-12 Gladstone Road, Wimbledon, London;

- by e-mail to the DPO (Data Protection Officer) at [email protected].

Regarding the rectification and updating of data relating to my Virtuo account, I can proceed directly to the necessary modifications and deletions on my account.

16.5. Where can I get more information about the use and processing of my personal data?

For more information, I can consult the Privacy Policy available on the Virtuo website and / or application.

17.1. What security checks are carried out?

Virtuo operates identity, security, driving license and credit checks. By entering into the rental contract or driving the vehicle, I agree to such checks being carried out against me. If I fail to meet any of Virtuo’s checks, Virtuo may refuse to allow a driver to drive the vehicle or allow me to rent the vehicle.

The rental contract is the entire agreement between us and supersedes and extinguishes all previous agreements between us related to its subject matter.

Except as set out in the rental contract, no variation of the rental contract shall be effective unless it is agreed by both parties in writing.

No one other than a party to this rental contract shall have any right to enforce any of its terms.

19.1. What should I do in case of dispute?

In case of a dispute, I should first contact Virtuo in order to resolve it amicably. 

Digital records will be kept in Virtuo’s computer systems under appropriate security conditions, and will be considered as proof of exchanges, orders and payments made on the Virtuo application or by email.

Any dispute that has not been settled amicably will be governed by English law and will be subject to the non-exclusive jurisdiction of the English courts.

1. PLUS PROTECTION

2. PREMIUM PROTECTION