Frequently Asked Questions

Unlike most other motorhome hire companies our prices really do include all the basic essentials you need! From a TV to toilet paper, we have it covered. Just click here to view the full list.

As well as the hire charge there are now the following compulsory charges:

• £18.00 Environmental Charge - this is to cover the rising costs assocaited with AdBlue.
• £19.95 LPG Charge - this is to cover the cost of the Gas that you use, and more importantly means that you no longer have to fill the Gas tank yourself on your return.

The Environmental Charge of £18.00 covers our rising costs associated with AdBlue.

AdBlue® is a diesel exhaust fluid (DEF) mixture used in all heavy-duty diesel engines produced after January 1st, 2010 and most commercial vehicle and car diesel engines made after September 2015 – primarily Euro 6-compliant models. AdBlue® is not a fuel additive as it’s added to the exhaust gas after combustion has taken place.  

AdBlue® reduces Nitrogen Oxide (NOx) emissions. Nitrogen oxide is a harmful gas that can damage the human respiratory system, reducing lung function, increasing allergen exposure and the risk of respiratory illnesses. It promotes the formation of fine particulate pollution and ground ozone – harmful to both health and vegetation. 

It’s for these reasons that governments set limits on vehicular NOx emissions and promote the use of AdBlue®. This improves air quality and reduces the danger of diesel pollution-related illness and death. 

Unfortunately we do have to charge for some items, but these are all optional. Please click here to view the full list.

Yes, there are 2 types of deposits, a Booking Deposit and a Security Bond that will be required.

Booking Deposit (non refundable) – 25%, paid at the time of booking, unless the collection date is within 6 weeks, in which case the full balance will be due.

Security Bond (refundable) – normally £750.00, paid at the time of collection. Security bonds will be refunded when the vehicle has been checked in and is deemed to be in the same state as it was when let out. Please allow 10 working days for any refunds to be credited back.

All deposits/security bonds may be increased at the discretion of Abacus Staff.

We accept Visa, MasterCard and Visa Debit.

We do not accept cash, prepaid cards, pay-as-you-go cards or cheque’s.

Yes, fully comprehensive insurance is included within the hire charge and arranged for you with a trusted insurer.

Insurance excess is an amount payable by the hirer for each and every occurrence of damage or theft claimed on the vehicle, or any third party claim made against Abacus.

The insurance excess is £1500 but can be reduced by opting to pay Collision Damage Waiver (CDW). See below for more details.

The following are not covered by our Insurance and are chargeable on a case by case basis so the insurance excess will not apply:

• Any damage above windscreen height. 
• Any damage howsoever caused to the awning.
• Any damage to the wing mirrors.
• Any damage to the wheels or tyres.
• Any damage to the windscreen, side windows or roof lights.
• Any damage to the bike rack.
• Any damage howsoever caused to the inside of the motorhome.
• Any damage caused by frozen pipe work.
• Any damage deemed as malicious i.e. Vehicle break in or vandalism.
• Any damage caused during a reversing manoeuvre.
• The theft of the Vehicle if the keys were left in it.

For ease of clarity our insurance does not include any personal insurance for the customer (including death or bodily injury to the driver) or cover any personal possessions. Although we do not offer this service, we do advice you to take out Personal Holiday Insurance.

Failure to abide by the terms and conditions of each hire may revoke the insurance cover and thus make the hirer fully liable. Full Terms and Conditions are available by clicking here, at the Company Offices and incorporated within the Rental Agreement.

Yes, the insurance excess can be reduced to £750.00 by selecting to pay Collision Damage Waiver (CDW).

The cost for CDW is:

• 3 nights and over: £20 per night, up to a maximum of £280

By selecting to pay for CDW the insurance excess will be reduced from £1500 to £750

Please note: The insurance excess and CDW charges can also be increased at the discretion of Abacus staff.

Collision Damage Waiver (CDW) is not available for non UK licences.

No.

Unfortunately we no longer allow our Motorhomes to travel outside of the United Kingdom.

Anyone between the ages of 25-74 who has held the required licence, for at least 2 years, and has current driving experience can drive our motorhomes.

• Motorhomes up to 3500 kg – category B or equivalent
• Motorhomes 3500 kg to 7500 kg – category C1 or equivalent

Please see each motorhome for specific licence requirements.

Each driver must produce their driving licence on collection of the vehicle. Details of any endorsements/penalty points for people who hold a UK driving licence are now kept online and not on the driving licence or paper counterpart. Each driver will need to visit www.gov.uk/view-driving-licence (on booking and again 3 weeks prior to collection) to create a licence check code. The code is only valid for 21 days.

Alternatively, if you do not have access to a computer at home then you can bring your driving licence, National Insurance number and identification with you when you come in to collect your vehicle and we will give you access to one of our computers so you can generate a check code. You then need to give the check code to us so that we can log on and view your details. If you can’t do either of the above, you will be asked to give your permission verbally over the telephone to DVLA, so that they can disclose your driving licence information to us. This is a premium rate telephone service and there will be a charge of £6.60 inclusive of VAT per licence for choosing this option. Please note this service is only available Monday to Friday 8am to 7pm and Saturdays 8am to 2pm (not including Bank Holidays). We will be unable to hire to you if you select this option outside of their operating hours.

For age requirement please see How old do I have to be to drive a motorhome?

For penalty points advice please see What if I have penalty points on my licence?

PLEASE NOTE: Should we discover that an uninsured driver is driving an Abacus Vehicle, then the hire will cease immediately and the hirer will be responsible for all costs plus an additional charge of £300.00 inclusive of VAT. For the avoidance of doubt if we have not seen, verified and recorded the licence details on the Rental Agreement then the driver is uninsured and unauthorised to drive an Abacus Vehicle.

Licence issued in the European Union (EU) or European Economic Area (EEA) countries are treated equally. For ease of reference the Countries are listed below:

EU Countries
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

EEA Countries
Iceland, Liechtenstein and Norway.

Therefore, if you are from an EU/EEA country holding a valid community licence you can drive in line with the appropriate entitlement as per your driving licence.

It is a criminal offence to drive using a licence that is not valid in the UK.  In addition, if you do so, the insurance will be invalidated and you will be committing a further criminal offence of ‘driving without valid motor insurance’.

Non UK, EU, EEA Licences

Non UK, EU, EEA licences must be valid for the duration of the rental period. Should such foreign licences be in a foreign alphabet they must be accompanied by an International Driving Permit. Collision Damage Waiver (CDW) is not available for non UK licences.

N.B. International Driving Permits issued in the UK are not valid in the UK.

The following websites may be of use to drivers from outside of the UK:
www.visitbritain.com/en/plan-your-trip/travelling-around-britain
or
www.tripadvisor.co.uk/Travel-g186216-c9626/United-Kingdom:Driving.Tips.For.Visitors.html

For age requirement please click here

PLEASE NOTE: Should we discover that an uninsured driver is driving an Abacus Vehicle, then the hire will cease immediately and the hirer will be responsible for all costs plus an additional charge of £300.00 inclusive of VAT. For the avoidance of doubt if we have not seen, verified and recorded the licence details on the Rental Agreement then the driver is uninsured and unauthorised to drive an Abacus Vehicle.

Many endorsements are acceptable e.g., an SP30 (speeding).

However over 6 points or recent endorsements may cause a higher excess or refusal of hire, as will any serious convictions within the last 11 years. Abacus reserve the right to refuse hire for certain endorsements. If in doubt, please ring us with the details of your endorsements and conviction dates etc. at the earliest opportunity.

During the online booking process you will need to suply the main drivers Driving Licence Number and Share My Licence Code (see https://www.gov.uk/view-driving-licence)

Yes, you can have 1 additional driver, but there is an additional charge of £12 per night.

Yes, you can bring up to 2 pets, but there is a one off supplementary charge of £50 per pet.

Please note: pets are not allowed on the soft furnishings or bed areas of the motorhomes. If evidence is found to the contrary then an extra cleaning charge will apply.

Please click here for further information.

Yes. Some motorhomes have bike racks fitted, some have garages and some have both.

Please note the following points regarding the use of bike racks:

• 2 berth motorhomes can only carry 2 bikes on the bike rack (when installed)
• 4 berth and above motorhomes can only carry 3 bikes on the bike rack (when installed)
• All bike racks are limited to a maximum weight of 60kg
• It is the hirers responsibility to ensure they do not overload the bike racks

No. None of our motorhomes have the capability to tow a car.

Our minimum hire periods are**:

• 3 nights between the 5th September and the 30th June
• 5 nights between the 1st July and the 4th September

Our maximum hire periods are:

• 28 nights for online bookings
• 29 nights or more please call the office on 01264 319990

**Please note that for certain festivals and events we may increase the minimum hire periods

The motorhome will be available for collection at our depot at Hawker Siddeley Road, Andover Business Park, Andover, Hampshire, SP11 8BF

Unlike, most other rental companies we offer Monday to Saturday collections and returns (excluding Bank Holidays).

You will be allocated a collection slot as per the following:

Monday to Friday

• 09:00 - 11:00 am
• 11:30 - 13:00 pm
• 14:00 - 16:30 pm

Saturday

• 08.30 - 10:00 am
• 11.00 - 12:30 pm
• 13:00 - 15:00 pm

Allocated times will be sent by email within 5 working days prior to your hire and are subject to availability.

In all instances, please call us and let us know as soon as you realise you’re not going to be on time. During our busy periods you may have been given an allocated slot, so if you’re late, you may have to wait longer to get away, while we deal with other customers.

Remember even though we close at 17:30 the latest pick up time is 16:30

Yes, for certain periods we can arrange to deliver and/or collect your motorhome, but there will be a charge for this. 

For further help or advice contact the Hire team by calling 01264 319990 or by clicking here

Yes, depending on how busy we are we can arrange to collect you from a public transport terminal, but there will be a charge for this.

For further help or advice contact the Hire team by calling 01264 319990 or by clicking here

Yes, you are welcome to leave your car in our secure compound. All we ask is that you leave your car keys with us so we can move it if necessary. Please note however, that your vehicle and contents are left at entirely your own risk.

Why not have your car Valeted or Serviced while you away? For further information please contact the Hire team by calling 01264 319990 or by clicking here

You can book online, over the phone, or by calling in to see us.

Please see our Book Online page for online bookings or for further help or advice contact the Hire team by calling 01264 319990 or by clicking here

Please see our Book Online page for more information or for further help or advice contact the Hire team by calling 01264 319990 or by clicking here

Please see our Book Online page for more information or for further help or advice contact the Hire team by calling 01264 319990 or by clicking here

Prior to your arrival, we will have sent you a ‘How to…’ YouTube link to your chosen model which will demonstrate all of the on-board facilities. A copy of this video is also supplied via a USB in the TV, so you can view this anytime throughout your hire. Please advise if you should still require a formal handover on arrival.

If you should require a formal handover, we will cover everything you need to know in a logical order, so please don’t wander off and start asking questions about an area we haven’t covered yet – we will get to it if you’re patient with us. The hand-over is much smoother and quicker if it’s on a one to one basis so please decide who is going to become the “expert” in your party before your arrival. We must remind you that it is your responsibility to ensure that any children or pets you have in your party, are safe, entertained and supervised at all times.

Each of our representatives has their own way of handing over the motorhomes but please be assured that we will all cover everything at some stage.

A normal handover, without any distractions will take 20 mins to 1/2 an hour.

The hand-over is much smoother and quicker if it’s on a one to one basis so its best to nominate an “expert” in your party before we commence and all other members of the party stay away from the motorhome until we have finished.

Although we want you to enjoy your motorhome experience, it is only fair to say that we also want you to respect the motorhome and its contents.

You will be charged for any damage to the vehicle interior, exterior, or its contents, or loss of vehicle contents, howsoever caused. Before moving off, please ensure all skylights, roof vents, windows and doors are closed and secure. Ensure the aerial and steps are retracted. Ensure the gas is turned off and the power lead is unplugged and stowed away. When reversing we suggest you ask your passenger(s) to guide you from the outside of the vehicle. The awning offers sun protection only, so always roll it up in case of rain, wind or snow. Never leave the awning out at night or whilst you’re away from the vehicle.

In the event of any damage occurring to any part of the vehicle please inform Abacus immediately. This enables us to, wherever possible,  order the parts early enough, so we can fit them on your return, ready for the next customer.

In the unlikely event of a breakdown of the vehicle or any of the equipment please call the office on 01264 319990 at your earliest convenience and we will advise you from there, but please take note of the following:

Abacus will carry out a full pre check out inspection on every motorhome before the commencement of your hire. The pre check out inspection involves testing every system on-board the motorhome to ensure they are operating correctly. In conjunction with this the hirer will be taken on a tour of the motorhome and shown how each system works. Should an on-board system fail during the hire Abacus will make every effort to remedy the fault whist you are away but, in some circumstances, this may not be possible, and Abacus can not be held responsible and will not refund any monies should a loss of service be encountered, nor have an obligation to provide a replacement vehicle. Abacus can not be held responsible for any consequential events, losses or costs arising out of the failure of any items/systems on board the motorhome. In the case of winter hire Abacus can not and will not be held responsible in the event of any damage or inconveniences caused by freezing conditions. This is the responsibility of the hirer.

The motorhomes must be returned to our depot at Hawker Siddleley Road, Andover Business Park, Andover, Hampshire, SP11 8BF

To ensure the motorhome is available for the next hire, the motorhome must be returned between 08.30 and 10.30

Please be aware all motorhomes need to be cleaned inside and emptied of your personal belongings by 10:30. Please don’t arrive at 10:30 and start to unload as this can delay the next customer and the members of staff assigned to get the motorhome ready. Please consider when booking your campsites your distance from our premises to allow adequate time for your return journey.

Failing to return the motorhome on time will incur a charge currently based on 20% of the nightly hire rate. A minimum charge of £75 per hour will apply.

There are no refunds for early return.

Failing to return the motorhome on time will incur a charge of £75 per hour. A minimum charge of 1 hour will apply.

IN ALL CASES PLEASE CALL US AND LET US KNOW – there will still be a charge but at least we can warn the next hirer.

No. The LPG is now pre-charged at the time of booking.

Exterior – Only in extreme cases.

Interior – The vehicle must be returned with the interior clean and in the same condition as it was when handed over to you, otherwise a £100 charge will be made. This includes, but is not limited to the toilet, upholstery, cutlery, cooking utensils, oven, hob and grill.

NO – NOT UNDER ANY CIRCUMSTANCES

If we find any evidence of smoking or vaping in or around the Motorhome we will levy a fee of £500

If you get caught speeding, illegally parking, failing to pay the London Congestion Charge etc. whilst driving one or our vehicles your details will be forwarded to the enforcing authority. A £36.00 administrative fee will also be applied for each and every occurrence.

We strive to offer the highest quality of service and products. If for any reason you are unhappy with the service provided you should in the first instant contact the branch manager, Jon Clayton jon.clayton@abacusmotorhomes.co.uk to resolve the issue directly. If, however you are not satisfied with the response then you may contact the Managing Director by:

Email to: david.wolfenden@abacusvehiclehire.co.uk

Or writing to: The Managing Director, Abacus Vehicle Hire, 13 ‐ 19 Johnson Road, Ferndown Industrial Estate, Wimborne, Dorset, BH21 7SE

The Managing Director will then investigate the matter and reply within 7 days of receiving the letter/email.

As Abacus are members of the BVRLA, we also offer a Conciliation Service for our customers. So unresolved disputes can be referred to the BVRLA directly. Details should be submitted by:

Email to: complaint@bvrla.co.uk

Or writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute.