TUI Cars • General Terms and Conditions

What to do in the event of a damage / Important information about personal excess

A vehicle deposit must be paid in the destination when you pick up the vehicle. In the event of damage or theft of the vehicle this deposit will be withheld by the supplier (this is the personal excess) and subsequently reimbursed by TUI or for some suppliers by Allianz Travel.
In case the reimbursement is processed by Allianz Travel, you will find that information in the supplier’s terms and conditions in your documents under the headline “Comprehensive Insurance”. If there is nothing mentioned there please contact TUI for the reimbursement.

The reimbursement also includes:

Damage to tyres, glass, roof and underbody
Costs for loss of or damage to the car key and/or vehicle documents
Theft of or damage to the car radio and navigation system provided by the supplier as a result of a burglary
Towing costs as a result of an accident or technical breakdown
Any claims handling fees that may apply

This excess will not be refunded in the following cases:

Damage caused by non-compliance with the terms of use (in particular due to driving on unsurfaced roads and tracks)
grossly negligent action or drunk driving / driving under influence
Damage to the clutch caused by incorrect use
Damage to the vehicle interior
Costs incurred as a result of incorrect refuelling
Personal items that have been damaged or stolen from the vehicle
Follow-up costs, e.g. telephone costs, cost for hotel accommodation
Also no reimbursement can be made if the main damage is not settled by the local insurance company, as the existence of gross negligence is assumed here.

a) For a reimbursement by TUI the following applies:

In the event of damage, the following procedure must always be adhered to:

Notify the rental station immediately
If another party is involved in the accident (for motorbikes: in the event of any accident), or in case of burglary or theft call the police immediately and have a police report made.
In the event of burglary or theft, file a criminal complaint with the competent police authority
Document the contact with the police appropriately (time of contact, name of the police station and the contact person)
When you return the vehicle at the station, have a damage report issued and signed by the office staff

To claim the refund of the excess you must provide the following documents:

TUI CARS booking confirmation
Copy of the rental contract
Damage and police report
If applicable, details on how you have contacted the police
Proof of payment (receipt or proof that your credit card has been debited)

Please send these documents to:

TUI Deutschland GmbH
TUI CARS
Karl-Wiechert-Allee 23
D - 30625 Hannover
Customer-service@tuicars.com

b) For a reimbursement by Allianz Travel the following applies:

In the event of damage, the following procedure must always be adhered to:

Notify the rental station immediately
In the event of an accident, burglary, theft or any other criminal offence call the police immediately and have a police report made.
In the event of burglary, theft or any other criminal offence, file a criminal complaint with the competent police authority
Document the contact with the police appropriately (time of contact, name of the police station and the contact person, copy of police report)
When you return the vehicle at the station, have a damage report issued and signed by the office staff

To claim the refund of the excess you must provide the following documents:

TUI CARS booking confirmation
Copy of the rental contract with indication of the personal excess for the comprehensive insurance
Pick up/Drop off report
Damage and police report
If applicable, details on how you have contacted the police
Supplier’s final invoice with indication of repair costs or personal excess
Proof of payment (receipt or proof that your credit card has been debited)

Please upload these documents with indication of the policy number DE410000365 here:
https://allianz-protection.com/login-path/policy?policyNumber=DE410000365

Here you can find the complete insurance documents for the protection by Allianz Travel:
www.tuicars.com/fileadmin/CDW_refundofexcess

TUI CARS - General Terms and Conditions (May 2024)

TUI CARS offers vehicles of various car rental companies (hereinafter referred to as “supplier”). A rental contract is agreed and signed between yourself and the respective supplier in the destination. Please make sure to read the rental contract before you sign it and keep a copy for yourself. It is essential that you take notice of the terms of use of the supplier mentioned on the voucher. Please take the voucher with you in case it will be requested during the pick-up process.

1. Payment/Additional services:

The price must be paid in advance and is due 4 weeks before the start of use. For short-notice bookings less than 28 days before the start of use payment is due immediately. Changes to the agreed form of payment can only be made up to 35 days before the rental period starts. Any fees for additional services (e.g. child seat, vehicle pick up outside of normal opening hours) must be paid directly at the car rental station.

2. Included services:
2.1 Liability insurance is included in the price (except Cuba) and covers personal injury, damage to property and financial loss to third parties. Since the national coverage amounts vary, the price in some countries includes additional third-party insurance cover that takes effect after the liability insurance taken out with the supplier has been exhausted. The exact amounts of insurance cover are listed in the terms of use of the respective supplier. Claims in countries where additional third party insurance exists must be sent to the address below. We will then forward your claim to the insurance company. For more information on insurance cover, please visit www.tuicars.com/en/advantages/.
The EUR 7,5 m Additional Liability Insurance can only be provided to customers, that have their usual place of residence in the European Economic Area (EEA) or in Switzerland.
The insured sums for Non-EEA and Non-Swiss customers can be found under www.tuicars.com/en/advantages.

2.2 Fully comprehensive cover (Collision Damage Waiver) is included in the rental price in all countries – with the exception of Cuba. In the event of a damage the excess to be borne by the customer will be reimbursed by TUI or for some suppliers by Allianz Travel (see appendix "What to do in the event of a damage"). Damage to tyres, glass, the roof and underbody as well as towing costs in the event of an accident or technical defect are also covered (except in case of non-compliance with the terms of use). Any claims handling fee charged by the supplier will also be reimbursed.

2.3 Theft protection: is included in the rental car price and covers the theft of the vehicle. Damage to or theft of the car radio and navigation system of the supplier in connection with burglary damage is also covered. Other personal items carried in the vehicle are not insured.

3. Purchase of extra insurance cover in the destination:
3.1 Passenger accident insurance is included in the price in some countries (see voucher and the supplier’s terms of use) and can be agreed and signed with the service providers on the spot in other countries for an additional charge. The insurance cover is governed by the local statutory regulations and contractual conditions.

3.2 Other optional extra insurances: Please consider carefully whether you really need such extra insurances offered by the suppliers at the time of pick up. Subsequent refunds are not possible. It is not necessary to purchase any additional insurance that excludes the personal excess. Any personal excess in the event of a damage will be reimbursed by TUI or for some suppliers by Allianz Travel (see appendix "What to do in the event of a damage").

4. Vehicle deposit:
The deposit must be guaranteed by providing a credit card issued in the name of the first driver (prepaid, debit or virtual cards are not accepted). Contactless payment or a cash deposit is not always possible. Therefore please have your credit card and your PIN number ready. If the booked main driver does not have a credit card or does not have the PIN of his credit card at hand, this may result in the credit card not being accepted and the vehicle not being handed over. Any exceptions for certain suppliers with regard to cash deposits or the acceptance of credit cards are mentioned in the supplier’s terms of use and on the TUI CARS voucher. The deposit (personal excess) will be withheld by the supplier in the event of any damage and reimbursed by TUI or for some suppliers by Allianz Travel (see appendix "What to do in the event of a damage").

5. Age of Driver / Driving licence:
At the start of the rental contract the driver must be at least 21 years of age and have held a class 3 / class B euro standard driving licence for at least one year, which must be presented in original together with a valid passport or identity card. For long-haul destinations it is recommended to additionally take an international driving licence. The detailed regulations for each supplier (exceptions for specific vehicle categories, additional charges for young drivers, minimum and maximum age limit, obligation to present an international driving licence) can be found on the TUI CARS voucher or the supplier’s terms of use.

6. Modifying / cancelling the reservation:
TUI CARS does not charge any fees for amendments and cancellations up to 24 hours before the start of the reservation. Amendments are subject to the availability of the providers and may lead to price changes. The current prices at the time of the modification as well as the then current conditions of the supplier apply. For cancellations made less than 24 hours before pick up, a fee of 80% of the total car price will be charged. No refund will be given for vehicles returned earlier or picked up later than agreed. Please note that in the event of certain amendments, e.g. a name change, the rental car must be rebooked at current conditions/prices, as this corresponds to a cancellation and a new booking for the supplier.

7. Prices:
The prices are constantly updated and may change without further notice any time before the booking is completed, including for booking requests, but not retroactively for bookings that have already been confirmed. You can ask TUI CARS about the possibility to extend an existing reservation before the end of use.

8. Reservation by vehicle category:
Reservations will be confirmed for a car group and not for a specific vehicle model. The suppliers operate vehicle fleets with different models of comparable size. The categorization is based on equipment and performance and not on luggage space.

9. Period of rental:
The confirmed price is based on a period of 24 hours as from the start of use. If, for example, the period of use ends at 10.00 a.m. and you plan to return the car at 12.00 p.m. on that day, you should book another day from the outset, otherwise you will be charged an extra day on site at higher local conditions.

10. Picking up the vehicle:
Possible at the airport, at a city office or delivery to the hotel during the applicable office opening hours. For a hotel delivery for certain suppliers it is necessary to use the online-checkin. In some destinations in case of a hotel delivery there is a shuttle service from the hotel to the nearest car rental office. Some suppliers operate a shuttle service from the airport to the rental office. Details can be found on the voucher. The pick-up time indicated on the voucher is binding. A grace period of max. one hour will be granted (except for possible delays resulting from flight delays, if a flight number is noted in the booking). After that, the supplier is entitled to re-rent the vehicle (except USA – here the grace period is 12 hours). Please check if any vehicle damage has been noted on the rental contract in order to avoid difficulties when returning the vehicle.

11. Filling the petrol tank: The following options exist:
a. The vehicle is usually handed over with a full tank and will have to be returned with a full tank as well. In the case of suppliers that do not hand over the vehicles with a full tank, the vehicle should be returned with at least the same fuel level as it was taken over. Otherwise the supplier will charge you costs for fuel plus a service fee.

b. Purchase of the first full tank according to local conditions (e.g. USA + Canada). You can then return the vehicle with an empty tank. No refund will be made for any petrol left in the tank.

12. One-way rental:
With most suppliers it is possible to return the vehicle to a different car rental office. For more information about the possibilities and the amount of additional costs, please refer to the TUI CARS Voucher / the supplier’s terms of use.

13. Motoring offences:
Please pay any parking tickets and fines immediately. Some suppliers charge a handling fee for processing and forwarding the paperwork, which is to be borne by you.

14. Contact:
TUI Deutschland GmbH (TUI CARS)
Karl-Wiechert-Allee 23
D-30625 Hannover

Before the rental:
Point of booking (see voucher)

During your trip:
Supplier in the destination or our 24-hour-care-service (phone 0049-511-44473907)

After your trip:
Customer-service@tuicars.com

Motorcycle - General Terms and Conditions (May 2024)

TUI CARS offers vehicles of various rental companies (hereinafter referred to as “supplier”). A rental contract is agreed and signed between yourself and the respective supplier in the destination. Please make sure to read the rental contract before you sign it and keep a copy for yourself. It is essential that you take notice of the terms of use of the supplier mentioned on the voucher. Please take the voucher with you in case it will be requested during the pick-up process.

1. Payment/Additional services:
The price must be paid in advance and is due 4 weeks before the start of use. For short-notice bookings less than 28 days before the start of use payment is due immediately. Changes to the agreed form of payment can only be made up to 35 days before the rental period starts. Any fees for additional services must be paid directly at the rental station.

2. Included services:
2.1 Liability insurance is included in the price and covers personal injury, damage to property and financial loss to third parties. Since the national coverage amounts vary, the price in some countries includes additional third-party insurance cover that takes effect after the liability insurance taken out with the supplier has been exhausted. The exact amounts of insurance cover are listed in the terms of use of the respective supplier. Claims in countries where additional third party insurance exists must be sent to the address below. We will then forward your claim to the insurance company. For more information on insurance cover, please visit www.tuicars.com/en/advantages.
The EUR 7,5 m Additional Liability Insurance can only be provided to customers, that have their usual place of residence in the European Economic Area (EEA) or in Switzerland.
The insured sums for Non-EEA and Non-Swiss customers can be found under www.tuicars.com/en/advantages.

2.2 Fully comprehensive cover (Collision Damage Waiver) is included in the rental price. The excess to be borne by the customer will be reimbursed by TUI in the event of a damage (see appendix "What to do in the event of a damage"). Damage to tyres as well as towing costs in the event of an accident or technical defect are also covered (except in case of non-compliance with the terms of use). Any claims handling fee charged by the supplier will also be reimbursed.

2.3 Theft protection: is included in the rental price and covers the theft of the vehicle. Damage to or theft of the car radio and navigation system of the supplier in connection with burglary damage is also covered. Other personal items carried in the vehicle are not insured.

3. Purchase of extra insurance cover in the destination:
3.1 Passenger accident insurance is not included in the price and cannot be booked in the destination.

3.2 Other optional extra insurances: Please consider carefully whether you really need such extra insurances offered by the suppliers at the time of pick up. Subsequent refunds are not possible. It is not necessary to purchase any additional insurance that excludes the personal excess. Any personal excess in the event of a damage will be reimbursed by TUI (see appendix "What to do in the event of a damage").

4. Vehicle deposit:
The deposit must be guaranteed by providing a credit card issued in the name of the first driver (prepaid, debit or virtual cards are not accepted). Contactless payment or a cash deposit is not possible. Therefore please have your credit card and your PIN number ready. If the booked main driver does not have a credit card or does not have the PIN of his credit card at hand, this may result in the credit card not being accepted and the vehicle not being handed over. The deposit (personal excess) will be withheld by the supplier in the event of any damage and reimbursed by TUI (see appendix "What to do in the event of a damage").

5. Age of Driver / Driving licence:
At the start of the rental contract the driver must be at least 21 years of age and have held a class 1 / class A, A1 or A2 euro standard driving licence for at least one year, which must be presented in original together with a valid passport or identity card. A driving licence class 3 / class B euro standard is sufficient for renting a trike, however, experience of driving a motorbike is a requirement. In certain destinations it is necessary to additionally take an international driving licence. The detailed regulations for each supplier can be found on the TUI CARS voucher or the supplier’s terms of use.

6. Modifying / cancelling the reservation:
Amendments of bookings with Eagle Rider are accepted free of charge. Amendments are subject to the availability of the providers and may lead to price changes. Cancellations of a motorbike booked with EagleRider incurs the following charges:

Until the 31st day before the begin of the reservation: no charge
From 30th day before the begin of the reservation: 40% of the total price
From 24th day before the begin of the reservation: 50% of the total price
From 17th day before the begin of the reservation: 60 % of the total price
From 10th day before the begin of the reservation or in event of not picking up the motorbike: 80 % of the total price.

No refund will be given for vehicles returned earlier or picked up later than agreed. Please note that in the event of a name change, the vehicle must be rebooked at current conditions/prices, as this corresponds to a cancellation and a new booking for the supplier.

7. Prices:
The prices are constantly updated and may change without further notice any time before the booking is completed, including for booking requests, but not retroactively for bookings that have already been confirmed. The extension of an existing reservation is only possible according to the conditions published on site.

8. Reservation by motorbike classes:
Reservations are made for motorbike classes and not for a model. If for some reason a model of the booked class is not available at short notice the supplier reserves the right to provide a similar or better category model at no extra charge. With booking of the model guarantee the booked model can be confirmed.

10. Picking up the vehicle:
Picking up the vehicle outside of office opening hours or at the airport is not possible. The pick-up time indicated on the voucher is binding. A grace period of max. one hour will be granted. After that, the supplier is entitled to re-rent the vehicle. Please check if any vehicle damage has been noted on the rental contract in order to avoid difficulties when returning the vehicle

11. Filling the petrol tank: The following options exist:
a. The vehicle is usually handed over with a full tank and will have to be returned with a full tank as well. In any case the vehicle should be returned with at least the same fuel level as it was taken over. Otherwise the supplier will charge you costs for fuel plus a service fee.

b. Purchase of the first full tank according to local conditions. You can then return the vehicle with an empty tank. No refund will be made for any petrol left in the tank.

12. One-way rental:
In most destinations it is possible to return the vehicle to a different rental office. For more information about the possibilities and the amount of additional costs, please refer to the TUI CARS Voucher / the supplier’s terms of use.

13. Motoring offences:
Please pay any parking tickets and fines immediately. Some suppliers charge a handling fee for processing and forwarding the paperwork, which is to be borne by you.

14. Contact:
TUI Deutschland GmbH (TUI CARS),
Karl-Wiechert-Allee 23, D-30625 Hannover

Before the rental:
Point of booking (see voucher)

During your trip:
Supplier in the destination or our 24-hour-care-service (phone 0049-511-44473907)

After your trip:
customer-service@tuicars.com