Charged the car hire excess: what it is and how to dispute it

What the car hire excess is and how it works

The European Consumer Centre in Spain (in Spanish) explains it this way: with cover that has an excess, you agree to pay the cost of repairing damage up to the agreed amount, and the company pays the rest. So the excess works as a ceiling. If the repair costs less, what matters is the cost of the damage.

Don't confuse it with the deposit. The deposit is a guarantee that the company holds or charges on your card at the start. The two amounts are often the same, which causes confusion. If what you are missing is the deposit, see the guide to car hire deposits.

What to check if you have been charged the excess

• The cover you had: the excess amount and what it includes and excludes. The European Consumer Centre in Spain warns that damage to glass, wheels or wiper blades is often not included.
• The damage you are blamed for: description, location, photos and the date it was found.
• The pick-up and return reports: whether the damage was already recorded, and whether the car was inspected with you.
• How the amount was worked out: a quote, a repair invoice or the company's price list for that damage.
• The charge on your statement: date, amount, currency and description.

The amount charged and the cost of the repair

Always ask for a breakdown. Some contracts apply fixed prices for each type of damage; others refer to the actual cost. If the contract does not allow the company to charge the maximum automatically, the charge should match the proven damage.

If you hired from a company in Spain, Spanish consumer law treats as unfair any contract terms that set "compensation that does not correspond to the damage actually caused" (article 87.6, in Spanish; our translation). It is a useful reference when the amount charged is clearly more than the reasonable cost of the damage. Also check whether handling or vehicle downtime fees have been added, and ask for each to be justified separately.

If you bought separate excess insurance

Many travellers buy excess insurance from an insurer or through the booking website instead of the hire company's own cover. That policy does not stop the hire company charging you. Goldcar, for example, explains in its help centre (in Spanish) that if you bought cover from a third party, you pay Goldcar what is due and then claim it back from your insurer.

• Ask the hire company for the documents your insurer will need: the damage report, photos, the repair invoice or quote and proof of the charge.
• Check your policy's time limits for making a claim.
• If the charge itself looks wrong, dispute it with the hire company as well. Your insurer may not pay more than the policy covers, and a charge you disagree with is still worth challenging.

How to dispute an excess charge

1. Identify the contract, the cover and the charge.
2. Decide what you are disputing: the damage, the amount or both, and explain each separately.
3. Ask for the documents: dated photos, the reports and the repair quote or invoice.
4. Ask for a specific amount: a full refund if you dispute the damage, or the unjustified difference if you dispute the amount.
5. Keep your letter and the reply.

You can start with our damage complaint letter template, and the damage guide explains which evidence to compare. If you want to check how your documents relate to the charge, start a free review of your case.

If the company rejects your complaint or does not resolve it

• If the company is in Spain: you can contact the local consumer information office (OMIC) or the regional consumer service. Spain's Ministry of Consumer Affairs explains the official complaint channels (in Spanish).
• If you live in the EU, Iceland or Norway: the European Consumer Centre in your own country can help with a dispute with a trader based in another of these countries.
• If you live in the UK: the UK International Consumer Centre helps UK consumers with disputes with traders abroad.

Common questions about the car hire excess

Can they charge the full excess for a small scratch?

It depends on the contract. If the excess is a limit, it is reasonable to ask for the charge to match the proven cost of the damage. If the contract applies a price list, check that the damage and the price match.

Can I be charged more than one excess for several items of damage?

Check whether the contract sets the excess per incident or per hire. If you are charged more than once, ask the company to explain which damage each amount relates to and when each happened.

How long do they have to refund the difference?

There is no single time limit for every case. Ask for a specific date in your complaint and keep the reply. If it does not arrive, use the routes above.

Will my excess insurance pay if the hire company charges me?

That depends on your policy, not on the hire company. Read what it covers and excludes, and claim within its time limits with the documents the hire company gives you.