Information should cover each day of the week.
Policy Best Practices
The best practices below have been agreed on by ACRISS membership to offer the most comprehensive and user-friendly policy information to reduce traveler friction. Please consider these best practices when creating Terms and Conditions content for car rental customers.
Best Practices for All Keyword Categories
These six principles are the umbrella standard — apply them across every keyword category in this guide, not just the sections below.
- Be as specific as possible.
- Use third-person language and company names to prevent ambiguity.
- Consider customer viewpoint.
- Avoid acronyms when possible but define if used.
- Define regionally specific terms if used, or list all equivalents (e.g. excess & deductible).
- Make content readable and user-friendly throughout.
Age Requirements & Additional Drivers
Without ambiguity, customers should be clearly informed about the minimum and maximum age requirements for service, and the age ranges that may incur surcharges.
Insurance and Coverage
- Group anything related to insurance and coverage together in the same place in the T&Cs keyword
- Include car company coverage requirements at the pickup location if different from local requirements
- Include all information on how to identify what is included in the rate so customers can make an educated decision on additional coverage required. Coverage and insurance will vary based on Point of Sale (country of residence) and pick-up location. North American customers will typically have rates exclusive of insurance; European customers typically have mandatory insurances included.
- Include what is required to prove the customer has required coverage if it is not included in the rate. Be specific and include any restrictions for documents that must be translated, certified, etc.
Coverages and Insurances Glossary can be referenced from the ACRISS car insurances page
Forms of Payment
Accepted Payment Methods
- Include credit and debit card acceptance information for both deposit and payment.
- Include acceptance information and restrictions for alternate payment methods, such as cash, ePayments, Apple Pay, etc.
- Include relevant details of the type of cards accepted (i.e. logo, no logo, from major credit card company, etc.).
- Include any car class restrictions on payment type use (i.e. no debit for higher car classes).
- If possible, list common cards and/or payment types not accepted (e.g. AMEX, cash, Discover, etc.). Note: not all car rental companies accept the same forms of payment.
Card, Pickup & Deposit Requirements
- Mention if the payment used must also be in the name of the lead renter.
- State whether the card used at booking must also be physically presented at pickup, and if so, that this is a hard requirement for service.
- Specify any material conditions related to the payment card itself (e.g. must be physical, must be chip-and-PIN enabled, must be in date for the duration of the rental).
- Clarify which restrictions apply to which payments (e.g. deposit, rental payment, etc.).
- Include potential impact to available credit during the hold period and information on bank holding rules. For example: when holding a deposit using a card in a foreign currency, you may be charged a foreign transaction fee by the bank.
Required Documents
Proof of Insurance/Coverage
- Detail documentation required to prove third-party coverage meets rental requirements if the rate does not include the car rental company’s basic cover and the renter has chosen to decline it.
Proof of Valid License
- Detail local and international licensing requirements.
- Highlight whether the driving licence must have been issued at least 12 months prior to rental date (where applicable).
- Include proof of age requirements.
Proof of Identity
- Detail whether the driver must go through security checks at the counter and what additional documents will be required (e.g. utility bill as proof of address).
Arrival Information
Core princples
- Present core wayfinding instructions in terms of sequential decisions a customer should make.
- Convey anything else via “if this, then that” instructions.
Structure
- Getting to the facility
Use landmarks and simple actions (e.g. exit, walk, turn). - What to do once at the facility
Once the customer arrives, provide instructions based on customer type or booking type. Each customer group should have one clear action. - Conditional guidance
Include additional instructions using “if this, then that” logic where relevant.
Include information that is critical or causes counter friction in the region , such as:
- Driver’s licences for all drivers and proof of identity. State if ID should be added to the reservation to facilitate the transaction and rental process.
- Main driver’s valid payment type details and restrictions.
- A statement asking customers to familiarise themselves with what is included in the rate and the rental policies within that country.
- Cancellation policy and no-show conditions — refer customers to the full Terms & Conditions.
- Any limits on modifications and cancellations including deadlines.
- Processing times for on-request bookings so customers know when to expect confirmation.
- Mandatory Flight Number, if a flight itinerary or boarding pass is required to hire at the location.
- Winter driving regulations for applicable locations in winter months (e.g. winter tyres, chains, or snow socks in the vehicle).
Anything flagged as key information should also be included in the relevant keyword category within the full T&Cs.
Fees and Extras
- Fees are additional charges that may be applied by the car rental supplier based on rental conditions or customer actions.
- Extras are optional services or products that the customer can choose to add to their rental for an additional cost.
Fee information Formula:
[Fee name] + [One line summary of what the customer is being charged for]
Fee Examples
- Domestic One-Way Rental
Charged for returning your vehicle to a different location within the same country.
- International One-Way Rental
Charged for returning your vehicle to a different country. - Cross Border
Charged when crossing different countries during the rental period. - Mileage Excess
Charged for exceeding your mileage allowance when taking a product with fixed mileage.
- Late Return Fee
Charged for the late return of your rental vehicle if not pre-arranged by the renter.
Extras Formula
[Add-on name] + [Benefit to the customer] + [optional: scope, disclaimers]
Extras Example
- Additional driver
Person other than the main renter who is permitted to drive the rental vehicle. Rental conditions apply to all additional drivers.
Cancellation & No Show
Car Rental cancellation policies should