FAQ - Frequently asked questions
Before your trip
Who can drive the van?
Drivers must be registered on the rental contract and have held a valid driving licence for at least 24 months. Accepted licences include driving licences issued by European Union member countries (including a category B French driving licence) and foreign licences recognised by French authorities and written in French or accompanied by a translation, or an international licence.
The person who signs the contract is considered the vehicle’s main driver by default. Other people can drive the vehicle if they purchase the Additional Driver option.
Can I change or cancel my reservation?
Of course! If you change your mind or have to make changes because of a force majeure, you can always cancel or change your reservation, depending on availability. Please review the General Rental Terms for details on how to make changes, which will vary depending on your options and the notice required for changes/cancellations.
What do I need to bring with me when I come to get my van from the WeVan agency?
In addition to your luggage, you’ll need to bring:
- your driving licence and those of any additional drivers
- a payment method to settle your outstanding rental balance (cash, cheque or credit card)
- a credit card to make a safety deposit (pre-authorised hold not charged to your account)
A WeVan team member will help you through these steps and will be happy to answer any questions you may have.
Am I insured while renting my van?
Yes, always. When you rent a vehicle from WeVan, you are covered by:
- included liability insurance coverage for bodily injury and equipment damage caused to third parties
- multi-risk insurance coverage for damages caused to the vehicle you have rented
However, if there is any damage, you are still financially responsible up to the amount of your excess which varies depending on the Protection Pack you purchase when making your reservation. For more information please refer to theGeneral Rental Terms.
What is covered by the deposit made when I sign the rental contract with WeVan?
Your deposit amount is equal to your excess.
The deposit covers any damage to the vehicle, insufficient fuel, additional kilometres, unpaid fines, booking fees, etc.
If no additional fees are due, the deposit will be cancelled/destroyed or returned to you.
Where can I drive in my WeVan rental van?
Germany, Andorra, Austria, Belgium, Bosnia and Herzegovina*, Bulgaria*, Cyprus, Croatia*, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia*, Malta, Monaco, Montenegro*, Norway, Netherlands, Poland, Portugal, Romania*, United Kingdom, San Marino, Serbia*, Slovakia, Slovenia, Sweden, Switzerland and Czech Republic.(*Countries that are not members of the Schengen Area and/or the European Union. These countries are subject to special driving conditions. You must ask the WeVan team before planning to go there.)
During your trip
What fee category applies to the vans at tolls?
Most of our vans are less than 2m high, so they come under the standard fee category in France, i.e., the private vehicle category. Check the webpage for your van on our website to confirm its height.
Can I get into parking garages with my van?
Be careful! Most underground parking areas have height restrictions. Most of our vehicles can enter parking areas with 2-metre limits. For lower limits, it’s very important to inquire about the vehicle’s size. (You can find all the detailed info you need on the vehicle sheets on our website.)
Can I smoke in the vans?
No, you are not permitted to smoke in our rental vehicles, simply because they are shared with other customers, some of whom are non-smokers, especially children. Plus, taking time to stop for a smoke is always a nice way to get a break from the road. If we smell cigarette smoke when you return the vehicle, we will charge you cleaning fees. Don’t risk it – smoke smells are always difficult to remove.
Can I change the return day or time?
Of course! But, you will need to contact your WeVan agency at least 48 hours in advance. We reserve the right to refuse an extension, particularly for van availability reasons. The renter will be obligated to return the vehicle on the date initially agreed upon.
Can I return the vehicle before or after my WeVan agency’s opening hours?
Depending on the agency, it may be possible to return your vehicle outside opening hours with our prior express approval. You must get in touch with your agency for all the necessary explanations. Note that the vehicle will be entirely your responsibility until we take possession of it the next time the rental agency opens after you have returned it.
What do I need to know about returning the van?
Rental ends when you return the vehicle, keys, rental accessories and any original papers to a WeVan employee at the WeVan agency from which you departed. We recommend you fill up on fuel and clean the vehicle before returning it to avoid additional fee deductions from your deposit.
How clean does the van need to be when I return it?
If you have not purchased the Cleaning Package option, the van must be as clean inside and outside when you return it as it was when you picked it up, meaning the vehicle could be rented out again without any cleaning on our part.
If you have purchased the Cleaning Package option, you can return the vehicle in a reasonably dirty state. If it is excessively dirty, we may charge you extra fees. (For example, stains on the seats, excessive interior dirt, visible marks on covers and plastic, etc.) In addition, for campervans, the kitchen area must be reasonably clean; dishes, refrigerator, gas cooker, work surfaces and table must be clean. We’ll take care of the outside and the finishing touches inside.
If you run into trouble
What happens if the van breaks down?
The first thing you should do is make sure you’re safe and indicate that the vehicle has broken down using the signage kit in the vehicle.
You should then contact our 24/7 assistance service and let them take over. Their number is listed on your rental contract. You should also inform your WeVan agency within 48 hours.
While we do make sure the vehicle is functioning well when we rent it to you, the renter is responsible for taking care of the tyre air pressure and fluid levels during the rental period.
Depending on what caused the breakdown and what protection level you purchased with your rental, you may be charged assistance fees.
What happens if there is an accident?
The first thing you should do is make sure you’re safe and if possible, indicate the vehicle has broken down using the signage kit in the vehicle.
You must complete a European Accident Statement and send it to your WeVan rental agency within three working days. You must submit this statement, even if the vehicle was not damaged. Do not acknowledge responsibility; simply record the contact information of all parties involved, including witnesses. You should then contact the 24/7 assistance service if the vehicle is inoperable, the police if there are injuries, and your WeVan agency.
What happens if the van is vandalised or stolen?
You should report the theft to the appropriate authorities as soon as possible (and within no more than 48 hours) after becoming aware of the incident and hand over the incident report, papers and vehicle keys to your WeVan agency. More details are available in our General Rental Terms.