|Additional charges||For rentral in United Kingdom in £ (incl. taxes)|
|Booking cancelled less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport||100% of the first day's rental will be charged|
|Booking changed less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport||100% of the first day's rental will be charged|
|No show up to 24h after the planned pick-up time||100% of the total rental amount will be charged (options and insurances included).|
|Vehicle returned to incorrect location||£45.00|
|Fee for delay not reported to Customer Service||£45.00 per late day + rental charge|
|Vehicle returned in very dirty condition||£45.00|
|Virtuo badge lost||£10.00|
|Flat fee for processing fines and penalties||£15.00 + amount of fine|
|Fee for Delay reported to Customer Service||£25.00 per late day + rental charge|
|Missing gasoline||£1.35 per liter|
|Total GR card lost||£50.00|
|Processing of forgotten belongings||£15.00 + shipping|
|Mileage extra package||£0.35 per km or miles|
|Missing diesel fuel||£1.35 per liter|
|Non respect of the prohibition of smoking in the car||£150.00|
|Vehicle returned with less fuel than at start of rental (deviation of +/- 5% tolerated)||£15.00 + per-litre fuel charge (based on price scale shown in Virtuo Application)|
|Car park card lost||£100.00|
|Prepaid fine processing fees||£25.00 + Amount of fine|
|TfL charge admin fee||£12.00|
VIRTUO terms and conditions of membership and rental in United Kingdom
These Virtuo terms and conditions (the “Terms and Conditions”) govern the relationship between Virtuo Technologies Limited, a company registered in England and Wales with company number 11075250 and whose registered office is at Colingham House, 6-12 Gladstone Road, Wimbledon, London, United Kingdom, SW19 1QT (hereinafter “Virtuo” or “we” or “us”), and any registered person (the “User” or “you”) wishing to use the Virtuo application (and rent Vehicles from us), which may be downloaded free-of-charge, in particular from the Apple appstore and the Android Playstore (the “Virtuo Application”).
Virtuo and the User are hereinafter referred to individually as a “Party” and collectively as the “Parties”.
Table of contents
- Article 1 These terms and conditions
- Article 2 Your membership
- Article 3 Making a booking
- Article 4 Security deposit
- Article 5 Changing or cancelling a booking
- Article 6 Unlocking a vehicle using the Virtuo Application
- Article 7 Early return/Cancellation
- Article 8 Terms and conditions of vehicle use
- Article 9 Returning a vehicle
- Article 10 Financial terms and conditions
- Article 11 Insurance and additional protections offered by Virtuo
- Article 12 Terminating and suspending your membership
- Article 13 Protection of personal data
- Article 14 Changes to the Terms and Conditions
- Article 15 Applicable law – complaints and disputes
To benefit from the services offered by Virtuo through the Virtuo Application you must: (i) be not less than twenty five years of age; (ii) have a full valid driving licence (see further below under clause 2.2); (iii) not have had more than two (2) accidents in the three (3) years prior to the commencement of each particular vehicle rental by you from us hereunder; and (iv) register to become a member on our Virtuo Application.
Differing vehicle rental conditions apply depending on which type of driving licence you hold.
If you hold a full valid UK driving licence (a "UK Licence Holder"), you must have held it for at least three (3) years prior to the date of the commencement of your membership with us. You must satisfy also our policy with regard to endorsement restrictions. In order to validate your DVLA check, you must not have more than 5 points in your DVLA record. Also you must not have selected offences on your DVLA record including BA10, CD10, CD20, CD30, DR10, DR20, DR30, DR40, DR80, DG10, IN10, TT99, MS90, DD40. Each time you as a UK Licence Holder rent a vehicle from us under these Terms and Conditions, you will be required to validate your driving record for us using the DVLA online service, "Share Driving Licence" (see www.gov.uk/view-driving-licence for details (you will need to have your driving licence number, home postcode and national insurance number to hand to use this service). This service enables you to create a passcode, valid for up to 21 days from the time of issue which you will need to provide to us before we can rent you a vehicle.
If you hold a full valid non-UK driving licence (a “Non-UK Licence Holder”), you must have held it for at least three (3) years prior to the date of the commencement of your membership with us. Your licence must be readily identifiable as a full valid driving licence or else we will require you to produce an international driving licence instead. An international driving licence will also be required if you have a licence issued outside the UK which is only valid in the country of issue.
By way of derogation from the above, Drivers twenty-eight years of age and over can benefit from the services offered by Virtuo while holding a full valid driving license (whether UK or non-UK) for at least one (1) year prior to the date of the commencement of their membership with Virtuo.
We are a member of the British Vehicle Leasing and Rental Association (“BVRLA”). In accordance with the law, we may pass on personal data that we hold on you, in connection with these Terms and Conditions, for inclusion in the BVRLA’s RISC database, for the mutual benefit of the BVRLA’s members, allowing them to legitimately assess risk and potentially refuse any future rentals. RISC is subject to the law on data protection and you are entitled to exercise your rights of access, rectification, opposition, limitation, and/or define guidelines regarding the fate of your data after your death by sending a request in writing to them to the following address : firstname.lastname@example.org. If you believe the data included in the RISC database to be inaccurate, you have the right to appeal to be removed from the system by contacting the rental company that added details about you directly. Further details about the RISC any your rights in relation to it may be found here: https://www.bvrla.co.uk/RISC.
You must complete the membership form via the Virtuo Application and Virtuo websites by entering accurate and complete information in the fields. If incomplete or false statements are made, your account may be automatically terminated without notice, and in such event you undertake and agree to indemnify and keep indemnified Virtuo against all losses liabilities and costs which Virtuo incurs as a result of such incomplete or false statements.
In order to receive confirmations of your bookings and information messages about your rentals, you will need to provide us with a valid email address and your mobile phone number.
When you register, you will be required to provide us with the following supporting documentation via the Virtuo Application:
- A copy of your full driving licence (in compliance with the requirements speficied in clause 2.2 above) You must maintain a driving licence which is recognised as valid within the UK for the duration of your membership.
- A copy of both sides of a currently valid identity document, such as a passport or national identity card..
- Details of your bank card (or credit card). (Prepaid and capped cards, such as Maestro and Electron cards, are not accepted.)
During your registration, and before your account is validated, we may ask you to authenticate your bank card a second time, and further authentication may be required each time you add a new bank card to your account. In these cases, we will ask you to email a photo of your card (front only) to email@example.com, ensuring that you cover the digits and only reveal the following information: the last 4 digits of the card number, the expiry date, and the cardholder’s first name and last name. Your email containing the photo will be deleted once we have received and processed it.
All supporting documentation that you provide to us must be valid at the time of each vehicle rental and for the duration of each rental period. All these elements must be personal to you and show your identity as entered when creating your User account.
Your membership will not be confirmed until your identity has been verified via the Virtuo Application. If you fail to comply with this identity check and/or if Virtuo is unable to verify your identity, your membership will be suspended and will only be validated following verification of your identity by any other means proposed by Virtuo.
By becoming a member of the service offered by Virtuo through the Virtuo Application, you acknowledge that you have read these Terms and Conditions and agree to comply with them. Each time you book a vehicle with us, you reconfirm your acceptance of these Terms and Conditions.
Once your membership has been confirmed, you can complete your profile by entering your personal details, including a profile photo. In so doing, you warrant that you hold all the necessary rights to use these details and/or images in connection with your profile and grant Virtuo the right to use, reproduce and represent this information in connection with your usage and the provision of the Virtuo Application, and in connection with any promotional activities relating to the services used by Virtuo (via internet, television and/or in paper form). This authorisation is valid for the duration of your Virtuo membership and applies to elements subject to intellectual property rights as well as to those relating to the protection of your privacy and your image rights.
Drivers under 25 are subject to a surcharge of £10 per rental day. This also applies to any additional driver added to the booking.
Drivers under 25 cannot subscribe to Premium nor Tire protections.
Making a booking
You can book a vehicle via the Virtuo Application or on the website a(href="www.govirtuo.com")
You must book the vehicle before you can use it. When you book, you will be offered different ranges of vehicles, depending on their availability during the requested period and your chosen rental pickup location and return location. Virtuo cannot guarantee that you will be able to rent a specific vehicle (or particular vehicle model), but will provide an equivalent or better model than the one you booked (in terms of comfort, roominess and power).
You can book a vehicle up to six (6) months in advance, subject to a maximum of ten (10) simultaneous bookings. You cannot book (2) vehicles simultaneously in the same time slot.
Each rental you wish to make must be prepaid when the booking is confirmed. This means that you must pay in advance for your rental and any optional services and insurance at the time of booking. This prepayment includes the daily rental charge for the vehicle, plus the cost of any services and optional extras you may have requested. This amount excludes any additional charges that will be invoiced at the end of your rental period. The prepayment amount will be debited from the bank card you selected at the time of booking. You will then receive a confirmation email containing a receipt for your prepayment. The prepaid amount will be shown on your final invoice and will be deducted from any outstanding amount payable by you at the conclusion of your vehicle rental.
All payments under these Terms and Conditions are exclusive of VAT and insurance premium tax at the rate from time to time applicable unless specified to the contrary.
When confirming your booking, we use the 3D Secure system to ensure payments are processed securely. At the time of payment, you will be redirected to your bank’s site, where you will be asked to authenticate yourself by entering personal details previously registered with your bank. (Note that each bank has its own specific authentication methods.) Once these details are verified and we obtain authorisation from your bank, your payment will be completed, and your booking will be confirmed. This authentication process is required to confirm your booking. If authentication is not performed, or if authentication fails, your booking will not be confirmed. Virtuo reserves the right to block an account after repeated failed attempts to complete 3D Secure authentication.
Each time you make a booking, you authorise Virtuo to verify the validity of your bank card (through a payment authorisation of three hundred pounds (£300) and to debit the amount of each rental you make from this card, together with any additional charges in respect thereof. You acknowledge that you have been informed and accept that the payment authorisation of three hundred pounds (£300) may affect the balance of the bank account associated with the bank card used and/or the debit limit for this card. The above mentioned amount will only be debited by Virtuo in the event of damage caused to the vehicle and/or in the event of a payment failure when processing payments due from you to us under these Terms and Conditions. You are informed and accept that Virtuo may be required to renew the payment authorisation for technical reasons, particularly relating to the duration of your booking.
If required, you can use the Virtuo Application to extend your booking, subject to certain conditions.
Each additional day of vehicle rental will be charged at the maximum rate in effect at the time
You will receive a confirmation of your booking by SMS on your mobile phone and/or by email.
Before your booking starts, Virtuo will request a payment pre-authorisation of three hundred pounds (£300) from your bank to cover the security deposit. Your bank card must therefore be valid on the scheduled end date of your booking and must have sufficient available funds. The security deposit must be charged to the same bank card as the one used to pay for the rental. The amount of the security deposit will be held against your bank card but will not be collected.
The security deposit enables us to reserve a sum of money in your bank account, although this amount will not actually be charged when your rental starts. Its purpose is to cover any additional costs and damage incurred during your rental. Depending on your bank, this amount may appear to have been deducted from your account, but this is not actually the case: the amount is simply ‘blocked’ until a final payment is made.
A few hours before your rental is due to start, Virtuo will request an authorisation against your bank card to cover the security deposit. If your bank approves the authorisation, your booking will be confirmed. If your bank rejects the authorisation, your booking will be put on hold. You will then have a few hours to contact your bank to arrange for the authorisation to be made. You can ‘retry’ your deposit payment directly from the ‘My booking status’ screen in your app. If payment of the security deposit has not been made at least two hours before your rental is due to start, your booking will automatically be cancelled.
Changing or cancelling a booking
Subject to availability, you can change your booking at any time, either directly from the Virtuo Application or by contacting our customer service team. You may change all or part of your booking, i.e. pickup location, start and end dates, times, optional extras and insurance.
Any changes you make to your booking may result in a change in price, as the booking will be amended based on the rates in effect on the date of your changes.
If you benefited from a promotional offer or discount when you made your initial booking, and if your amended booking no longer meets the eligibility criteria for that offer or discount, then the promotion will no longer apply. You will not be entitled to any compensation for loss of the promotion or offer in such case.
When confirming your amended booking, if the new cost of your booking is higher than the amount you have already paid, you must pay the corresponding difference. If it is lower than the amount you have already paid, the difference will be refunded to you.
You will receive an SMS and email confirmation of your amended booking, which will show your new booking details and the new total amount paid.
Once your rental has started, you can amend your booking directly from your Virtuo Application. After making your changes and making any additional payment required, you will receive an email containing your payment receipt. At this stage, you can only make two types of changes. You can:
- Modify your pick-up and return location, subject to availability and based on the rate in effect at the time of the modification; and
- Modify your start and return dates, subject to availability and based on the rate in effect at the time of the modification; and
- Modify the car model you have booked, subject to availability and based on the rate in effect at the time of the modification; and
- increase your mileage allowance up to four hundred (400) miles per day (and within a maximum of two thousand and four hundred (2,400) miles per booking), at a rate of ten cents (£0.10) per km; and
- Change your insurance coverage, based on the rate in effect at the time of the modification; and
- extend your rental period, subject to availability and based on the rate in effect at the time of the extension.
You can cancel your booking free-of-charge by notifying us no later than three (3) hours before your rental is due to start, if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport. If you cancel on less notice, you will be charged for the first day's rental, unless you are not responsible for failure to comply with this deadline.
Once your booking has started, the vehicle will be held for you for collection (see clause 6 below) for up to 23 hours from the scheduled start time of your rental. After this period, we will cancel your booking and charge you a no-show fee equivalent to the total amount of your rental (options and insurance included) if you have not collected the vehicle inside this timeframe and thereafter the vehicle will be made available to other customers.
Unlocking a vehicle using the Virtuo Application
You must use the Virtuo Application to unlock a vehicle that you have booked. In order to rent a Virtuo vehicle, you need to have a functioning smartphone with mobile internet access and Bluetooth connectivity which is compatible with the Virtuo Application.
You will need to access the internet at least once during the three (3) hours preceding the start of your booking in order to download the key used to unlock the vehicle within the Virtuo Application. Failing this, Virtuo will be unable to send you this key, you will not be able to use the vehicle and we will charge you a no-show fee equivalent to the total amount of your rental (options and insurance included).
You must not under any circumstances lend your smartphone or the Virtuo NFC badge to someone else or allow anyone else to use your application access codes with a view to driving a Virtuo vehicle. Any use of the service through your account in the Virtuo Application will be deemed to have been carried out by you.
In the event of loss or theft of your smartphone that may give rise to unauthorized use of your account via the Virtuo Application, you must immediately contact the Virtuo customer service team on +44 20 3514 1815 or at firstname.lastname@example.org so that your account can be suspended.
Before you can start the vehicle, you must first carry out a vehicle inspection. if the vehicle has a damage which is not already recorded in the Virtuo Application, you must report this damage by taking a photo of the damaged or missing vehicle part and submitting it to us through the Virtuo Application. Failing this, you will be held liable for any damage and you will be charged for any related costs (see clause 8.2). These photographs will be stored in the Virtuo Application and will be used, once your booking has ended, to identify any damage that may have occurred while the vehicle was in your care.
You must also check that various documents and items are present in the vehicle, including the Virtuo badge, the vehicle documentation (copies or originals), the smartphone charging cable and any mandatory safety equipment.
Once your rental has started, you will receive your rental agreement by email and via the Virtuo Application, including the vehicle condition report, the rental dates, and the vehicle’s mileage and fuel level at the start of the booking. This report describes any damage caused to the vehicle prior to your booking, as well as any damage you have reported.
At the end of your rental, you must return the car with the same fuel level that you started out with.
At any time during your booking, you can report new damage to the vehicle directly in the Virtuo Application by going to ‘My bookings’ and selecting ‘Damage report’. Any new damage reported will not affect the original report, which will prevail with regard to the vehicle’s condition at the start of the rental.
If you no longer require a vehicle you have booked, you can cancel your booking. To avoid being charged for the first day’s rental, you need to cancel at least three (3) hours before your booking is due to start if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport.
You can always return a vehicle early once a booking has commenced at no extra charge. The vehicle must be returned to the Virtuo area selected at the time of booking. Returning a vehicle early does not entitle you to any full or partial refund of the total rental charge.
Terms and conditions of vehicle use
The User may add up to four (4) other drivers for the same vehicle under the same booking (“Additional Driver”).
Once the booking is confirmed, the User will be given the option to designate any Additional Drivers by selecting them from his/her smartphone contacts.
These Additional Drivers will receive SMS and email invitations to create their account on the Virtuo Application. All additional Drivers will need to fulfill the same membership and rental conditions which you had to satisfy to use the Virtuo Application and rent vehicles from us with the proviso that all conditions relating to payment for renting a vehicle will be fulfilled by you
Once their account is approved, these Additional Drivers will be permitted to drive the rented vehicle. If the accounts of the Additional Drivers are rejected or are not approved at the start of the rental period, those Additional Drivers will not appear on the rental agreement and will not be permitted to drive the vehicle.
Any use of the vehicle and any damage sustained by the vehicle will be deemed to have been caused by the User who made the booking including when the vehicle is used by a third party (i.e. a person other than an Additional Driver).
You must use the Virtuo Application to lock and unlock the vehicle during your rental. If you wish, you can also use the Virtuo badge located inside the vehicle to lock and unlock the car. This is only possible once you have transferred the virtual key to the Virtuo badge, as explained in the Virtuo Application (internet access required).
By using the vehicle, you confirm that you still hold a valid driving licence (in compliance with the requirements in clause 2.2 above) and fulfil Virtuo's other membership conditions.
You are liable for any fines or penalties resulting from offences committed under the highway code or applicable law (including but not limited to parking fines, bus lane fines, speeding fines, clamping and towing fees and urban tolls/congestion charges) and any other charges you may incur while using the vehicle (together “Penalties”) except for Delivery & Collect where you are liable for fines and penalties from the theoretical starting date/time of your rental until the theoretical ending date/time of your rental. Customers are required to 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, you will be liable for the congestion charge zone fees from the first day of your rental. Virtuo will charge back the congestion charge fees to the customers plus a ‘tfl charge admin fee’ as specified on Appendix A. You consent to us notifying the appropriate legal authorities who may levy or administer such Penalties of your personal details so that they may deal with you directly with regard to your liability for such Penalties. We may charge you an administration fee if as a result of your renting a vehicle either any such Penalties are levied on us and we have to recover the same from you, or because we spend time dealing with relevant authorities in relation to fines and penalties incurred by you.
If we receive a notice of Penalty in respect of a vehicle which is attributable to you and your rental of that vehicle, we may in our sole discretion, pay that Penalty in order to mitigate the cost of it. If we do that, you will reimburse us for the payment we make and for the administration fee we will charge for dealing with such payment.
Wherever we make a payment of the type referred to in clause 9.5 above on your behalf, we will email you a copy of the Penalty notice, notify you that we have paid it and that we collected payment by way of reimbursement for the amount of the Penalty from you together with our administration fee (including VAT) from your bank card.
If you contact us before the expiry of that fourteen (14) day period to say that you dispute the validity of the Penalty on legitimate grounds, we will pass on your grounds of dispute to the issuing authority of the Penalty. If the issuing authority accepts your appeal, rescinds the Penalty, confirms that the original Penalty will not apply and refunds our Penalty payment, we will not charge you. If the issuing authority rejects your appeal against payment, then we will confirm that to you and we will take the cost of the Penalty and our administration fee (including VAT) on the date of our email notifying you of the refusal to allow the appeal.
You must not smoke or allow anyone else to smoke in the vehicle.
No pets or animals are allowed in the vehicle.
Remember that another Virtuo customer will use the vehicle after you, so keep it clean and tidy.
If damage is done to the vehicle, you are responsible, and you must let us know immediately if anything happens.
If the vehicle breaks down, or there is a fault with the vehicle, you must let us know immediately. Do not arrange for your own breakdown repair service or allow any other person to service or fix the vehicle without our express permission.
If the vehicle is involved in an accident, you must fill out an incident report form (found in the glove box) that gives details of the circumstances and third party involved and upload a photograph of this form as part of the in-app accident process (found in the Virtuo app) within two (2) hours from the accident. Failing to provide such details in time, Virtuo reserves the right to charge you for any damage to the vehicle, as listed in Appendix B.
If the vehicle is stolen or vandalised, you must (i) let us know immediately and within a maximum of two (2) hours via the in-app chat or at email@example.com and (ii) ensure that you report it to the police within a maximum of forty-eight (48) hours.
You must not add any equipment or accessories to the vehicle, such as roof bars and racks, and towballs for trailers and caravans.
You may only drive Virtuo vehicles in mainland UK and Northern Ireland. For any special requirements, contact the Virtuo Customer Relations Department.
You must only use the vehicle to carry passengers that do not exceed the permitted seating capacity for that vehicle.
You must not use the vehicle if you are under the influence of alcohol or any other substance which is prohibited and/or likely to affect your judgement, reduce your reaction times, impair your ability to drive and/or induce drowsiness.
Use of the vehicle is not allowed in the following cases: carrying passengers for remuneration; driving off-road or on roads which are unsuitable or in restricted areas; taking part in car races, rallies, trials or any other contests; sub-renting in any form; providing driver training; carrying out any illegal activities; towing any trailer or vehicle; transporting inflammable, corrosive, toxic, explosive, ionising or bulky objects or substances which may damage the vehicle.
Returning a vehicle
You must return the vehicle at the end of your rental period. A margin of thirty (30) minutes from your end of rental time is tolerated. Outside of this slot, restitution fees may apply as detailed in Appendix A ('Additional Charges').
You must return the vehicle in a clean state reflecting ‘normal’ usage. If you return the vehicle in an unfit state, Virtuo reserves the right to charge you for cleaning costs as detailed in Appendix A ('Additional Charges').
At the end of the rental, check the condition of the vehicle and use the Virtuo Application to report any damage that may have occurred during your rental. Each vehicle is equipped with an accelerometer that can determine the date and time when a collision may have occurred. You acknowledge and agree that Virtuo may use this information in the event that the vehicle is damaged while in your possession. If you fail to report any damage before the end of your rental period, we reserve the right to invoice you for additional charges to cover any costs, liabilities and losses incurred by Virtuo in addition to the vehicle’s physical damage.
You must park the vehicle in its dedicated space in station and city centre car parks as indicated in the Virtuo Application.
Make sure the fuel tank level is at least as high as when you started your booking. This fuel level is indicated in the Virtuo Application.
You must return the vehicle with the windows and doors closed, engine off, lights off. Otherwise, this will be considered as gross neglicence on your part and Virtuo reserves the right to charge you for any financial consequences such as cleaning of the car, or jump-start of the battery.
Remember to leave the Virtuo badge inside the vehicle, as well as all documents and equipments provided to you at the start of your rental. Lock the vehicle using your Virtuo Application. If you fail to return the Virtuo badge or the car park badge (if the car park provides one), you will be charged a penalty fee.
You must terminate your rental by pressing the rental termination button in the Virtuo Application.
Before any vehicle rented and then returned by you is rented to another user, Virtuo checks it and ensures that you have complied with the Terms and Conditions.
If you fail to return your vehicle to a designated Virtuo area (in the case of station and city centre car parks), you will be charged a penalty to cover the cost of retrieving the vehicle.
If you fail to return your vehicle by the scheduled end time of your booking, and if you have not extended your booking via the Virtuo Application, you will be charged a fixed late penalty fee, in addition to the applicable daily rental charge which will apply until you return the car. Virtuo also reserves the right to terminate a customer’s membership for this type of behavior.
If you fail to return the vehicle on the date shown in the rental agreement, and if you have not contacted us within 12 hours regarding this delayed return, Virtuo will consider the vehicle to have been unlawfully appropriated and may report this incident to the relevant local authorities. In such cases, Virtuo reserves the right to charge you an additional day’s rental for each day (or part day) that we are without the vehicle, based on the applicable rental rate for such vehicle, plus a fixed charge of forty-five pounds (£45) including VAT (and any insurance premium tax) for each day (or part day) that the vehicle was kept beyond the rental period, in addition to compensation for all costs, liabilities and losses incurred by Virtuo (including but not limited to any fines, penalties or sanctions incurred on the vehicle as a result of the demands of public administrations for the purposes of identifying the perpetrator or clarifying the circumstances relating to a breach of contractual obligations or a criminal offence). Virtuo shall also be entitled to start legal proceedings in order to seek the immediate return of the vehicle in which event you may also incur a liability for damages at law as well as for interest and legal costs associated with those proceedings.
Financial terms and conditions
Vehicle rental charges
The charges for each rental (including any applicable extra charges) will be calculated when you make the booking and will be displayed in the Virtuo Application on your smartphone or on the website before you confirm your booking.
The vehicle’s rental charge is calculated based on the requested start and end dates and times of the rental period, the day of the week, and the duration of your booking.
Rental charges will be debited from your bank card at the time of booking, and any additional charges applicable will be invoiced at the end of your rental period.
The cost of your vehicle rental covers your selected rental period, together with an allocated mileage allowance. An additional charge may be made according to the actual mileage used and/or any extension to the rental period. If you exceed your allowance, you will be charged for any additional miles. The distance travelled is calculated by the GPS system installed in the vehicle.
When you book a vehicle in a country, you will be charged and debited in the local currency and the bank which issued your bank card may charge you currency and other exchange rate conversion charges.
We request a payment pre-authorization of three hundred (£300) on your bank card when you make your booking. The booking will only be confirmed once the pre-authorization has been accepted. We will notify you if the pre-authorization is rejected by your bank.
Your rental is still considered to be in progress until: (i) you return the vehicle to its designated area; and (ii) you press the button in the Virtuo Application to terminate your rental. If this period exceeds the initially booked period, Virtuo will invoice additional charges based on the terms described in clause 10.2.
If you expect to return the vehicle late, you must inform us by contacting our customer service team directly or via the relevant section in the Virtuo Application. You will be charged for the cost of your rental at the rate agreed when you made the booking, plus the cost of the extended period (at the rate currently in effect) and a fixed late fee of twenty-five pounds (£25) including VAT per day.
The administration fee for us dealing with Penalties as referred to in clauses 8.4, 8.5, 8.6 and 8.7 is fifteen pounds (£25) including VAT (in addition to the amount of the corresponding Penalties).
In the event of damage caused to the vehicle, you will be charged the following:
- all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if the total of these amounts is less than the deductible.
- an amount equivalent to the deductible, if the repair costs, any compensation due for loss of use, and any towing costs and damage administration costs are higher than this excess deductible.
- all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if you do not have the insurance cover specified in the Terms and Conditions.
In the event of damage caused to the car and reported by the User when carrying out the end-of-rental inspection, Virtuo will email you, as soon as possible, an estimate of the repair costs, any compensation due for loss of use, and any towing costs. These costs will be invoiced to you within a period of seven (7) days.
Virtuo reserves the right to change the « REPAIR CHARGES SCHEDULE - APPENDIX C » rates to the actual rate when billing.
If a Virtuo operator identifies damage to the car which was not reported at the time of the end-of-rental inspection, Virtuo will email you a report on the damage identified, photographs of this damage, and an estimate of any repair costs, any compensation due for loss of use of the vehicle, and any towing costs in connection with repairing the damage identified, in addition to a damage administration charge (forty-five pounds (£45) including VAT). The total of these amounts will be invoiced to you within a period of seven (7) days.
If the vehicle is not returned with at least as much fuel as it contained at the start of your rental, you will be charged for the difference, in addition to a surcharge of fifteen (£15) including VAT. The Virtuo Application will inform you of the fuel price per litre under the section “how does it work”.
If you exceed the mileage allowance for your rental, you will be charged for your additional mileage. The amount of this additional charge will be thirty-five pence sterling (£0.35) per additional mile.
If the vehicle is returned in an unclean state, you will be charged a flat fee to clean the vehicle.
If you leave behind any personal belongings in the vehicle and these items are recovered by Virtuo, we can arrange to deliver them to you for a net administration fee of fifteen pounds sterling (£15 including VAT), plus any delivery costs incurred. Virtuo declines all responsibility for lost and found items and any item will be discarded and/or given to a charity 60 days after the end of the rental period.
All additional charges are specified on the invoice, which will be produced at the end of your rental period and the corresponding amount will be automatically debited together with the rental charge.
By booking a vehicle, you undertake to pay Virtuo all charges associated with your rental (including any surcharges) and to settle any costs relating to your use of the vehicle, such as fuel and tolls.
You must inform us of any changes in respect of your bank card. If you use an invalid bank card (e.g. expired or cancelled), you acknowledge and agree that Virtuo will be entitled to cancel all corresponding rental agreements immediately and without notice.
At the end of each rental, we will debit from your account the rental charges agreed at the time of booking and any additional charges referred to in section 10.2.
We will not be liable for any surcharges, fees or additional costs that your bank may charge you.
In the event that your bank rejects the payment authorisation or your rental charge payment, we reserve the right to suspend your membership and immediately cancel any vehicle bookings that you may have made.
You can view a summary of your invoices in the relevant section in the Virtuo Application.
By making a booking and providing us with your bank card details, you authorise Virtuo to debit all charges relating to your rental, including the insurance deductible in the event of damage.
Once a User’s account is approved, he/she will receive a referral code. The value of this referral code is indicated in the Virtuo Application and in the account approval email sent to the User.
The User may refer any friend or family member who is not already registered as a User and has not yet made their first booking (“Referred Person”). Users are invited to share their referral code with their Referred Persons, allowing them to benefit from a fixed discount on their first rental (equivalent to the value of the referral code). Once the Referred Person’s rental has started, the referring User will have the equivalent amount credited to his/her Virtuo account and can apply this credit to his/her next rental.
The referral credit applies to rental charges, excluding optional extras and insurance.
This offer is limited to ten (10) referrals per User. The referral credit expires twelve (12) months from the date when the code is used by the Referred Person.
Disclosing and sharing the referral code on public forums is strictly prohibited, including postings on promotion code websites and social media.
Virtuo reserves the right to cancel the referral credits awarded to the Referred Person and to the referring User if the Terms and Conditions are breached.
Virtuo reserves the right to suspend this referral programme at any time.
Insurance and additional protection offered by Virtuo
Subject to complying with the Terms and Conditions, you will be covered by our mandatory Third-Party Liability car insurance, including a cover for vehicle damage, theft and fire, as well as a personal protection for the driver and all passengers, for the whole duration of your rental. In case of damages caused to the vehicle or of the theft of the vehicle during your rental period, you will be liable for the amount of repair costs, up to the excess level. The amount of the excess depends on the car model you have selected and may be decreased by the optional protectio cover you may have taken out (see Appendix B). Please note that no other insurance, notably on the loss or theft of your personal belongings during your rental, can be applicable.
When you join Virtuo as a customer, you automatically accept the additional protection provided against damage caused to the vehicle while you use it. This protection is included in your rental of a vehicle. Please refer to Appendix B for details on this protection and the relevant terms and conditions.
The excess set in your rental agreement corresponds to the maximum amount of repair costs which will remain at your expense, in case of damage incurred to the vehicle, its equipments and accessories, as well as in case of theft or vandalism. This excess applies per accident, so if you are involved in several accidents during your rental period, you will have to pay the excess for each of these accidents. Subject to complying with the terms and conditions for membership and rental, you will only have to pay the excess in the event that damage is caused to the vehicle. If the cost of the damages is less than the amount of the excess, you will only have to pay for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. Please note that potential additional fees (such as impound fees) are not part of the excess limit and will be charged additionally.
If you fail to comply with the Terms and Conditions and/or if the loss, damage or theft are intentional or due to gross negligence, you will not benefit from any insurance beyond the compulsory Third Party Liability, and will be liable for all amounts of damage repair costs to the vehicle. The optional protection you may have taken out will be null and void. For detailed information regarding exclusions conditions, please refer to Appendix B.
During the Rental Period (and any additional period until termination), you must not use the wrong fuel. In case of misfuelling, you will not benefit from any insurance beyond the compulsory Third Party Liability, and will be liable for all amounts of repair costs to the vehicle and any loss or damage incurred.
The optional covers Plus Protection, Tyre Protection and Premium Protection offer the possibility to reduce the amount remaining at your expense in case of damage (the excess): The purchase of Plus Protection reduces the maximum amount of damage repair costs at your expense - per claim ; The purchase of Tyre Protection reduces the maximum amount of damage repair costs at your expense to £0 - for damages affecting tyres / alloys only (including kerbing, puncture and pot hole damage) ; The purchase of Premium Protection reduces the maximum amount of damage repair costs at your expense to £0 - per claim. The Premium Protection includes the Tyre Protection. Please note that potential additional fees (such as impound fees) are not part of the excess limit and will be charged additionally.
Terminating and suspending your membership
You can terminate your membership with Virtuo at any time. We will then close your account after terminating your membership. You will no longer be able to book any vehicles. If you have any booking(s) in progress when you terminate your membership, they will be cancelled under the conditions laid down in Article 5.
We can suspend your membership if you have not settled your invoices or if your bank card payment failed before or after the rental expired.
We can also suspend your membership if your driving licence does not fulfil the mandatory requirements for using our vehicles (e.g. if cancelled or suspended).
if you breach the Terms and Conditions, submit fraudulent documents and/or fail to pay the amounts due, Virtuo reserves the right to deny you access to its services, including creation of a new User account.
Protection of personal data
Collecting of personnal data
In the course of its relationship with the User, Virtuo is required to process the User's personal data to perform its obligations under these Terms and Conditions and for its own purposes. This personal data is supplied to Virtuo by the User: (i) during the registration process, and (ii) subsequently via the Virtuo Application.
This information is necessary to allow the User to access the services offered by Virtuo. In addition, they are used by Virtuo to enable it to improve the services it offers.
Data whose communication to Virtuo is mandatory are identified as such at the time of registration of the User and/or reservation of vehicle(s). In particular, the collection of location data is necessary to enable you to use the services offered by Virtuo.
The User has previously consented to the treatments described in these Terms and Conditions, (i) when registering by clicking on the create an account" button, and/or (ii) when booking the vehicle by clicking on the "reserve" button.
Unless requested or expressly agreed by the User, in strict accordance with his/her instructions, Virtuo will not process any personal data other than those described in this clause 13.
Categories of personal data
When the User registers on the Virtuo Application and the Virtuo website, Virtuo collects the User’s identification data (e.g. surname, first name, email address, country of residence, telephone number, photograph of the identity card, photograph of the driver’s licence) as well as personal data relating to his means of payment (e.g. last four (4) numbers, expiry date of the User’s bank card).
When the User reserves the vehicle, Virtuo collects information relating to the transaction (transaction number, invoices issued via the Virtuo Application and/or the Virtuo website).
We have equipped our vehicles with a GPS device so that we can provide you with round-the-clock services (for vehicle access) and protect against theft or damage. Virtuo may use this device to monitor the vehicle’s status, performance and operation and/or track the vehicle’s movements and your movements and actions in the vehicle. This information may be used both during and after the rental period. Within this framework, geolocation data can be collected. By accepting the Terms and Conditions, you explicitly agree to the use of these electronic devices.
The User is informed that video surveillance systems are installed in vehicle parking locations. These systems are operated by the person in charge of managing the parking area. Virtuo is not responsible for the processing of these data. In this context, identification data of the User may be collected (e.g. image of the User).
More generally, Virtuo collects and processes data relating to the follow-up of its commercial relationship with the User (e.g. billing address, number of reservations made), to the organisation of contests and publicity lotteries or to the realisation of loyalty actions.
Finally, when the User accesses the Virtuo website, cookies may be stored in order to collect and process information relating to the User's navigation.
Purpose of the processing
Your personal data is collected by Virtuo:
- for use within the Virtuo Application in connection with vehicle rentals;
- to carry out transactions relating to its commercial relationship with you, i.e. concerning orders, deliveries, invoices, accounting, etc;
- to monitor "customer relations", such as conducting satisfaction surveys;
- to offer you partner offers based on your choices, provided that you have expressly consented;
- to keep you informed of the latest news about Virtuo, notably through push notifications within the Virtuo Application, by email or by SMS;
- to organise competitions and lotteries for advertising purposes (provided that you will only be contacted by email if you consent to receive such emails);
- to compile trade statistics;
- to carry out commercial solicitation operations;
- to broadcast advertising content via the Virtuo Application;
- any other uses which aim to enhance the functionality of the Virtuo Application and/or any other service provided by Virtuo;
- to manage requests for the exercise of the rights listed in section 13.5 below;
- if required by applicable law.
The personal data of the User in connection with the registration of the User or a reservation on the Virtuo website and/or the Virtuo Application (e.g. name, first name(s), email address, delivery address, billing address) are kept for a period of three (3) years from their collection.
Audience measurement statistics shall not be retained for more than thirteen (13) months.
However, at the end of the aforementioned periods, including as necessary from the User's request for deletion, her/his personal data may be the subject of an intermediate archiving so that Virtuo can meet its legal obligations of conservation:
- the contract concluded within the framework of a commercial relationship shall be retained for five (5) years from its conclusion;
- the contract concluded by electronic means for an amount equal to or greater than 120 euros shall be kept for two (2) years from its conclusion;
- warranty documentation for goods or services provided to the consumer will be retained for two (2) years from the date of purchase;
- banking documents shall be retained for five (5) years from the date of disclosure;
- order management records will be retained for ten (10) years;
- billing management records will be retained for ten (10) years.
Certain data may be archived beyond the time limits provided for (i) in the event of contentious proceedings in order to establish the reality of the facts in dispute; and/or (ii) for the purposes of investigating, establishing and prosecuting criminal offences for the sole purpose of making such data available to the judicial authority as necessary.
Archiving implies that these data are anonymized and can no longer be consulted online but are extracted and stored on an autonomous and secure medium.
You have the right to request access, rectification, opposition, limitation, portability and/or deletion any personal data that we hold about you as well as to define directives relating to the fate of the said data after your death. To exercise any of these rights, the User may simply use the account management tool provided to him/her, or write to the following address, indicating their full name and email address: Virtuo Technologies Limited, Colingham House, 6-12 Gladstone Road, Wimbledon, London, United Kingdom, SW19 1QT. At any time, the User may access his/her personal data and update this information, or delete his/her account and any associated personal data using his/her ID and password.
The User also agrees that her/his data may be transmitted to and processed by any of the affiliated companies (the term "affiliated company" shall have the meaning defined in Article L 233-3 of the French Commercial Code) or any other entity if the transfer of such data is necessary for the performance of services by Virtuo.
Furthermore, the User agrees that her/his personal data may be transmitted and processed by the Virtuo partners identified in the table below.
Virtuo requires all its subcontractors and service providers to implement all necessary technical measures, on an ongoing basis, to keep the User's personal data secure and ensure the same high level of personal data protection as that required by Virtuo.
For this reason, when the entity concerned is located outside the European Union, or in a country that does not have adequate regulations within the meaning of the GDPR, Virtuo frames its contractual relationship with this entity by adopting an appropriate contractual mechanism.
In some specific circumstances, Virtuo may need to disclose your personal data, if this is required by the legal authorities. Note in particular clauses 2 and 8 of these Terms and Conditions which specifically contemplate us dealing with personal data to which you hereby consent.
|Country of establishment of the recipient of the data||Nature of the data provided||Purpose of data communication||Categories of recipient of data||Level of protection offered by the recipient of the data|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Privacy shield|
|USA||Connection data (e.g. IP address)||Preparation of statistics||General contract terms|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Looker||General contract terms; privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Microsoft||General contract terms; privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Logz.io||General contract terms|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Marketing tool||Intercom||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Identification||Jumio||General contract terms|
|UE||Identification data (e.g. surname, given names); financial data.||Payment||Stripe||Submitted to the GDPR; Privacy shield|
|UE||Connection data (e.g. IP address), identification data (e.g. email, telephone).||SMS API||SMSmode ; Infobip ; Twilio||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Marketing tool||Mailchimp||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Call center||Aircall||General contract terms|
|UE||Location data||Geolocalisation||Mercedes||Submitted to the GDPR|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||Heroku, Amazon||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||MongoDB||General contract terms|
|EU||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||GetQuanty||Submitted to the GDPR|
|EU||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||AirPlus (Lufthansa AirPlus Servicekarten GmbH)||Submitted to the GDPR|
Besides providing reports on usage statistics of Virtuo Website, these audience analysis methods enable to, in combination with others advertising cookies (placed by websites and/or to third party content when the User accesses to it), display more relevant advertisements on Internet.
- For Mozilla firefox : http://support.mozilla.org/fr/kb/activer-desactiver-cookies?redirectlocale=fr&redirectslug=Activer+et+d%C3%A9sactiver+les+cookies;
- For Microsoft Internet Explorer : http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies;
- For Chrome : https://support.google.com/chrome/answer/95647?hl=fr&hlrm=en;
- For Safari: http://www.apple.com/support/?path=Safari/3.0/fr/9277.html;
- Opera™ : http://help.opera.com/Windows/12.10/fr/notrack.html;
- Edge™ : https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy.
Statistical use of anonymous database
As part of its business, Virtuo collects, processes and stores statistical data relating to the use of Virtuo website and the activities of Users.
These usage data, which may be transmitted to third parties, are anonymous and do not under any circumstances make it possible to identify Internet users, even indirectly.
Changes to the Terms and Conditions
Any changes to the Terms and Conditions, as well as to rental charges and other charges, will be available for viewing on the website www.govirtuo.com and via the Virtuo Application.
By making a booking, you acknowledge that you are aware of and agree to the charges and Terms and Conditions currently in effect.
Applicable law – complaints and disputes
We want to try and resolve any complaints with you amicably. If we are unable to, you have the right to appeal to the BVRLA which is approved by the UK Government to resolve consumer disputes relating to UK vehicle rentals. See www.BVRLA.co.uk for details.
Any disputes under these Terms and Conditions will be governed by English law and will be subject to the exclusive jurisdiction of the English courts.
Digital records will be maintained in Virtuo's information systems under reasonable security conditions and will be considered as evidence of transactions, orders and payments executed via the Virtuo Application or via email.
Additional charges - Appendix A
Additional cover - Appendix B
The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection
In case of damages occured to the vehicle during your rental and in the following listed cases of exclusion, you will not benefit of any other cover than the compulsory Third Party Liability Insurance, and will be liable for all damage repair costs. The covers linked to the optional Protections (Plus, Tyre, Premium) which you may have purchased will not apply. The damage liability limitation exclusions cases are listed hereafter:
- non-compliance with one or more stipulations of the General Conditions;
- intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code as well as non-compliance with any applicable law and local traffic regulation when you are driving the Vehicle;
- serious misconduct committed by the User;
- gross negligence or carelessness of the User (e.g. window left open by the User);
- violation of the provisions of the applicable highway code;
- use of unsuitable fuel in the tank or any contamination of fuel;
- driving on an unsuitable road (e.g. driving on a beach);
- improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre);
- failure to provide details and documents about the circumstances of the accident;
- person driving the vehicle not registered in the rental contract (neither as main nor as additional driver).
Repair charges schedule - Appendix C
|Exterior/Interior||Zone||Item||Nature of damage||Total incl taxes|
|inside||inside||Front floor carpet||damaged||£55.94|
|inside||inside||Front seat back||damaged||£185.07|
|inside||inside||Front seat cushion||damaged||£186.60|
|inside||inside||Front seat headrest||damaged||£148.33|
|inside||inside||Jacket & alert triangle||missing||£41.15|
|inside||inside||Keyless Start Button||missing||£20.96|
|inside||inside||Rear seat back||damaged||£131.93|
|inside||inside||Windshield post trim||damaged||£22.82|
|outside||front||Front License Plate||damaged||£22.75|
|outside||front||Front License Plate||replacement||£22.75|
|outside||front||Front bumper with sensors||damaged||£486.38|
|outside||front||Front bumper with sensors||replacement||£1,607.25|
|outside||front||Windscreen wiper arm||damaged||£170.00|
|outside||front||Windscreen wiper arm||replacement||£170.00|
|outside||left||Electrical side mirror||damaged||£139.20|
|outside||left||Electrical side mirror||replacement||£806.90|
|outside||left||Front alloy wheel||damaged||£125.00|
|outside||left||Front alloy wheel||replacement||£517.78|
|outside||left||Front door handle||damaged||£93.60|
|outside||left||Front door handle||replacement||£107.13|
|outside||left||Fuel filler door||damaged||£14.42|
|outside||left||Fuel filler door||replacement||£14.42|
|outside||left||Rear alloy wheel||damaged||£125.00|
|outside||left||Rear alloy wheel||replacement||£517.78|
|outside||left||Rear door handle||damaged||£93.60|
|outside||left||Rear door handle||replacement||£107.13|
|outside||left||Rear window (big)||damaged||£295.75|
|outside||left||Rear window (big)||replacement||£295.75|
|outside||left||Rear window (small)||damaged||£158.33|
|outside||left||Rear window (small)||replacement||£158.33|
|outside||rear||Rear bumper with sensors||damaged||£469.48|
|outside||rear||Rear bumper with sensors||replacement||£1,046.18|
|outside||rear||Rear hatch spoiler||damaged||£187.20|
|outside||rear||Rear hatch spoiler||replacement||£529.74|
|outside||rear||Rear license plate||damaged||£22.75|
|outside||rear||Rear license plate||replacement||£22.75|
|outside||rear||Rear window wiper||damaged||£16.51|
|outside||rear||Rear window wiper||replacement||£16.51|
|outside||right||Electrical side mirror||damaged||£139.20|
|outside||right||Electrical side mirror||replacement||£806.90|
|outside||right||Front alloy wheel||damaged||£125.00|
|outside||right||Front alloy wheel||replacement||£517.78|
|outside||right||Front door handle||damaged||£93.60|
|outside||right||Front door handle||replacement||£107.13|
|outside||right||Rear alloy wheel||damaged||£125.00|
|outside||right||Rear alloy wheel||damaged||£125.00|
|outside||right||Rear alloy wheel||replacement||£621.34|
|outside||right||Rear door handle||damaged||£93.60|
|outside||right||Rear door handle||replacement||£107.13|
|outside||right||Rear window (big)||damaged||£295.75|
|outside||right||Rear window (big)||replacement||£295.75|
|outside||right||Rear window (small)||damaged||£158.33|
|outside||right||Rear window (small)||replacement||£158.33|
|outside||very dirty vehicle||noticed||£37.50|