Call us today on

01603 488688

261 Aylsham Road, Norwich, Norfolk NR3 2RE

Frequently Asked Questions

What is included in the rental price?
Basic rental of the vehicle (including VAT, insurance, breakdown recovery and unlimited UK mileage).
What is excluded from the rental price?
Fuel costs
Deposits
Fines, penalties, toll charges etc that you may incur
Late return fees
Additional insurances
Special requests
Do I have to pay a deposit?
You will be asked for a pre-authorisation or deposit when you collect the vehicle. The amount varies between £250.00 and £750.00, dependent on the vehicle type and excess.
How old do I have to be to hire a vehicle?
Our minimum age for hiring is 21 years old for certain vehicles. However, a Young Driver Surcharge will be applicable to drivers under 25. Drivers under 23 cannot currently book online - please call. 
Is insurance included in the rental?
Yes. You are covered under Apex insurance (fully comprehensive), providing you are an authorised user and Apex has verified your licence. There is a standard £750.00 excess applicable on all vehicles.
Can I reduce the excess?
Yes. Apex offers an excess waiver protection scheme, which can be purchased at time of collection of the vehicle from our branch. 
What documentation do I need to produce to enable me to hire?
You need your driving licence (photocard and National Insurance number if the new style licence 

or old style paper licence and photo ID) and two forms of identification, i.e. bank statement, passport or utility bill, dated within three months prior to the hire commencing.

What happens if I don't have my national insurance number?
You can nominate another driver or you can ask us to validate your licence by DVLA. Please note there is a charge for this service, which is currently £10.00 plus VAT.
How can I pay?
Apex accepts payment by credit/debit card in the main driver's name only. Unfortunately, we do not accept cash, cheques, Visa Electron, Solo or American Express. 
What if the vehicle breaks down?
Every vehicle on our fleet has a manufacturer's breakdown recovery policy.
Can I hire a vehicle even if I have points (endorsements) on my driving license?
All endorsements must be verified by Apex staff before hire commences.
What is your fuel policy?
Apex offers a like-for-like fuel policy. In the event of Apex needing to refuel, a surcharge will apply.
Can I choose colour or specification of the vehicle?
Although we are unable to guarantee a specific car colour or exact models, we are happy to provide a requested colour or feature where possible.
Can I hire with a foreign licence?
It depends on the country of issue. Apex staff would need to verify your licence and an excess of £1000.00 will apply. You also need your passport and a valid UK contact address.
Do you offer a one way service?
No, not at this time.
What if I need to make a complaint?
All complaints can be made in writing to The Branch Manager, Apex Car and Van Rental, 261 Aylsham Road, Norwich, Norfolk, NR3 2RE. Or by calling (01603) 488688.